How a Leading Airline Unified 9B+ Data Points to Achieve 20X ROI on Personalized Engagement
A Global Airline Streamlines Customer Engagement and Boosts D2C Revenue with FirstHive’s CDP
Challenge
Disparate systems, low D2C revenue, fragmented journeys
Solution
Unified customer view with AI-powered personalization
Outcome
20X ROI, Increased Ancillary Revenue, Higher Retention
A Leading Low-Cost Carrier in Asia
One of the fastest-growing airlines globally with over 2,100 daily departures and an impressive load factor of 86.9%. The airline has been recognized as the region’s top low-cost airline and maintains one of the youngest aircraft fleets in the world.
The Challenge
Fragmented Systems. Siloed Data. Limited Personalization.
Disparate Data Sources
Booking platforms, MPOS, NPS, and more — all stored customer data separately.
Overlapping Roles
Passenger, booker, agent — hard to personalize without context.
Low D2C Revenue
Heavy dependence on third-party platforms led to high commission payouts.
No Unified Customer View
Inability to understand customer behavior across touchpoints.
Reactive Campaigns
Manual segmentation, no AI-led targeting.
The FirstHive Approach
AI-Powered Golden Records + Real-Time Personalization
“We didn’t just unify data — we created identities, behaviors, and insights that powered real-time, high-impact decisions.”
Key Solutions Delivered
Customer Data Platform (CDP)
Integrated 9B+ data points across web, app, CRM, MPOS, and loyalty systems.
Single View of Customer (SVOC)
Enabled Golden User IDs to unify agent, booker, and traveler roles.
AI-led Personalization
Cohort-based segmentation, fare recommendations, upsell prompts.
Omnichannel Campaign Management
WhatsApp, SMS, Email campaigns now work seamlessly together.
Advanced Site & Mobile Analytics
Quick insights into behavioral trends and engagement.
Chatbot Personalization
Tailored interactions boosted engagement and conversion.
Use Cases Activated
| Growth Driver | Use Case | Value Delivered |
|---|---|---|
| Acquisition & Activation | Turned first-time fliers into repeat customers | Higher rebooking rates |
| Cart Abandonment | Targeted nudges recovered lost revenue | Increased checkout conversions |
| Loyalty & Retention | Relevant offers kept travelers coming back | Improved customer LTV |
| Personalization | Showed preferred fares & amenities | Higher revenue per booking |
| Omnichannel Engagement | Unified journeys across platforms | Reduced drop-offs |
Business Impact
Marketing ROI
20X increase from smarter campaign execution
Single View of Customer (SVOC)
Enabled Golden User IDs to unify agent, booker, and traveler roles.
Customer Experience
Real-time personalization boosted satisfaction and real-time tracking
D2C Revenue
Significant uplift via web and app channels with Higher Revenue Per Booking via Fare Personalization.
Ancillary Revenue
Cross-sells and upgrades increased per passenger value.
Retention
Stronger retention through Customer Intelligence. Reduced churn, increased repeat bookings