About Client:
A major international airline with millions of passengers, operating a complex global network. The brand focuses on delivering seamless, personalized experiences across booking, travel, and loyalty touchpoints.
Background:
In a competitive aviation market, loyalty depends on personalized engagement. Despite valuing customer insight, the airline’s siloed data, across bookings, loyalty, and app interactions hindered personalization. Without a unified view, segmentation was basic, and communications remained generic, missing key upsell and relationship-building opportunities.
Challenge:
- Siloed Customer Data: Key information was fragmented across operational, loyalty, and marketing platforms.
- Inconsistent Identifiers: Duplicate customer profiles and mismatched IDs hindered unified tracking.
- Slow Activation: Batch-driven processes made it difficult to respond to customer behavior in real-time.
- Basic Segmentation: Limited to static attributes like demographics or historical purchases.
- Lack of Personalization at Scale: Mass campaigns led to low engagement and missed opportunities.
- Poor ROI Visibility: Without clear segment-level insights, personalization efforts couldn’t be properly measured.
These issues were not just technical, they directly impacted revenue, customer retention, and brand experience.
