Gen AI Meets Big Data: Unifying Billions of Touchpoints to Deliver Double-Digit ROI for a Leading Global Airline
Customer since
2024
Region
AMER
Industry
Technology
Key use cases
Customer profile unification
Industry
Region
The FirstHive Approach
AI-Powered Real-Time Unification
We didn’t just unify data - we created identities, behaviors, and insights that powered real-time, high-impact decisions.
A Global Airline Streamlines Customer Engagement and Boosts D2C Revenue with FirstHive CDP
A Leading Low-Cost Global Carrier
One of the fastest-growing airlines globally with over 2,100 daily departures and an impressive load factor of 100%. 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 and siloed data are causing major challenges when it comes to customer experience. With data coming from various sources—like booking platforms, MPOS, NPS, and more—each storing customer information separately, it’s tough to get a unified view of the customer. This lack of integration makes it difficult to understand customer behavior across different touch points, which in turn hinders personalized experiences. Plus, overlapping roles—passenger, booker, agent—make it even harder to tailor services effectively, meaning personalization opportunities are often missed.
These issues lead to reactive campaigns that rely on manual segmentation since businesses don't have the tools to use AI for smarter targeting. Without a full view of the customer journey, marketers end up taking a more ad-hoc approach, which often results in low conversion rates. On top of that, businesses are losing out on direct-to-consumer (D2C) revenue because they’re overly dependent on third-party platforms, leading to high commission fees and reduced profitability. It’s clear that a more integrated, data-driven approach is necessary to improve customer engagement and boost revenue.
Solution Provided by FirstHive
- 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
Key results included
- 14x Marketing ROI: 20X increase from smarter campaign execution
- 8+ Data Infrastructure: Normalized and unified data across 8+ systems
- Increase in 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