Boosting customer experience with real-time streaming analytics in the travel industry

A large US-based airline use case
A recent study by Harvard Business Review revealed that 60% of enterprise business leaders believe real-time customer analytics is crucial to provide personalization at scale. According to the study, the number is expected to increase to 79% by 2020.

As mobile-first becomes the driving force for customer experiences, airlines are battling it out to make every customer journey personalized and customized in real-time. With every customer choosing different channels to interact at different points in their engagement journey, the challenge for airlines is to tap all these points of interaction to create an experience that’s personalized and relevant.

As passenger data becomes more readily available, airlines can have a granular insight into individual travelers to create tailored services for specific groups. Real-time use of this data can boost revenues, improve customer satisfaction, and enable proactive resolution of issues raised with the contact center.

Did you know?

  • 36% of consumers are willing to pay more for personalized experiences
  • Nearly 60% of consumers believe that their travel experience should deploy the use of AI and base their search results on past behaviors and personal preferences
  • 50% of global travelers say that personalized suggestions for destinations and things to do encourage them to book a trip

Putting your customer data to work

Airlines have a wealth of reliable customer data, but most of them aren’t using it to their full advantage. While there is an increased focus on improving customer experience, airlines need a more robust and scalable infrastructure to cope with the 3Vs: volume, variety, and velocity.

Traditional systems fall short of providing a real-time customer view and connecting it with historical customer information. That is where real-time customer 360 plays a vital role by providing a deep understanding of the state of the customer at the moment of your current interaction with the context of the entire past.

The Gathr Advantage

Gathr makes it possible to ingest and manage high volumes of data in seconds to minutes, which otherwise takes days or weeks to harness using a traditional technology stack. Using a scalable distributed architecture, Gathr enables support for even larger datasets coming in at higher speeds. The platform provides a visual interface for smooth and easy onboarding of additional services and creation of applications as part of the customer 360 journey.

A major airline was struggling to efficiently manage, analyze, and draw actionable real-time insight from its continuously growing and complex customer and operational data. Gathr helped the airlines to enhance the customer experience across various channels and point of interactions by:

  • Increasing capacity to perform data searches and pattern analysis using an extended time window [15 days]
  • Proactively alerting and analyzing log data to detect website and mobile app outages in real-time
  • Applying built-in predictive models and machine learning algorithms on customer data to predict customer preferences and choices, resulting in more contextual interactions and personalized offers.
  • Offering proactive insight to contact center representatives to quickly resolve incoming requests, leading to higher conversions and enhanced customer satisfaction.

To know more about how Gathr helped this top US airline boost real-time customer experience across channels, read this case study.

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