Travel & hospitality industry business challenge
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
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.
- Cross-Channel Activation: Driving 3X email engagement, addressable audience growth & impression growth, highly personalized web experiences
- 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 and 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.
Experience Cloud applications
- Adobe Experience Platform
- Real-time Customer Data Platform
- Adobe Audience Manager
- Customer Journey Analytics
Blueprint architecture
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