A casino and entertainment company in the United States wanted to revolutionize their ability to leverage data to create real-time personalized connections. This vision became even more vital as the COVID-19 pandemic changed how customers interact with travel and hospitality businesses.
Leveraging Adobe technologies & services this organization is now prepared to excel in its goals and is ready to face the post-pandemic future.
Adobe approach
Integrated Adobe Experience Platform into their existing technology stack to deliver cross-solution customer interactions.
Activated Real-time Customer Data Platform and Customer Journey Analytics to provide ongoing analysis and personalized customer profiles.
Developed a holistic view of its customer journey to support effective marketing attribution and resource allocation.
Responded COVID-19 with a strategy that has prepared its business while continuing to engage its customers.
Business value delivered
Goals
Tactics
Value Unlocked
Make every experience relevant to that guest Business ready insights & data democracy through dashboards Organizational & Operational Efficacy
Built unified rewards program guest profiles using online & offline data for activation and measurement
Real time activation across channels at speed and scale
Customer level analysis capability unlocked with Customer Journey Analysis
Develop intelligence in order to improve activation by learning from the historical click stream interaction data.
Use online and offline data to unify a customer view for insights across customer journeys and channels.
Intelligence: Guest rewards program operates an activation campaign to reduce member churn rates
Reporting: Merged online/offline data with AI/ML learnings into a business friendly journey & attribution dashboard while also reducing latency (by days)
Future-proofed Technology Stack: Tens of millions of profiles across 7 channels ready to execute on cross-sell, up-sell, and spend optimization scenarios
Primary blueprint: Activation with Online & Offline Data
Description
Activate to known profile-based destinations, such as email providers, social networks, and advertising destinations.
Use offline attributes and events, such as offline orders, transactions, CRM, or loyalty data along with online behavior for online targeting and personalization.
