Transforming Airline Journeys: Achieving a 27% Growth in Customers Base Through a Seamless Digital Experience
Overview: A prominent airline company known for its vast
domestic and international network aimed to
elevate its digital presence. The need was to
enhance customer retention, improve total
experience, and create a seamless disruption
management process.
Objective: The client desired to revamp the airline s digital platform to deliver a customer-first experience by reducing manual
effort, saving development time, and driving a 27% increase in new customer acquisition through advanced UX
features and seamless disruption management.disruption management.
Business Challenges
The airline faced critical challenges that hindered its ability to deliver a seamless and engaging digital
experience for customers:
Outdated Website Design: The platform lacked a customer-first digital approach, leading to subpar user
engagement
Low Customer Retention: Limited advanced UX features made it difficult to retain existing users
Inadequate Insights: Insufficient user data restricted the ability to revamp the total customer experience effectively
Disruption Management Gaps: The digital platform failed to address customer needs during airline disruptions,
impacting satisfaction and trust
The Solution
The airline partnered with Adobe Professional Services to revamp its website using a headless AEM
implementation approach. A dynamic front-end built with ReactJS enabled flexible and user-friendly designs,
while AEM Sites 6.x provided robust content management, customer journey management, and customer
data platform (CDP) services. The solution seamlessly integrated with the airline’s core backend GDS
systems, ensuring smooth data flow. Leveraging best practices from the Center of Excellence for Customer
Journey Management, the solution focused on delivering an optimized and streamlined digital experience.
Value Delivered
The revamped digital platform transformed the airline’s customer experience, streamlining operations and enhancing
user satisfaction. With automated processes and seamless integration, the airline achieved faster delivery times and
a more intuitive, hassle-free interface.
40%
Development time saved, enabling quicker deployment of digital updates
27%
Increase in new customer base achieved by delivering a Total Experience transformation
85%
Reduction in manual effort improved operational efficiency and minimized errors in validation and verification processes