Amadeus Customer Experience Management

Amadeus Customer Experience Management

Amadeus Customer Experience Management is an enterprise level, end-to-end solution which aggregates customer data and computes valuable insights in real-time, providing airlines with advanced personalisation logic for all business operations. Our solution offers airlines instant access to an in-depth view of the customer, including past travel behaviour, inferred preferences and key metrics such as Customers’ Lifetime Value. Equipped with this knowledge, airlines can focus on each individual customer, proposing personalised offers and services that will enhance the customer’s travel experience, while boosting loyalty and consequently airline revenues.
Key benefits
  • Grow brand loyalty and customer satisfaction: by recognising valuable customers and providing high levels of customer care that help foster brand loyalty.
  • Maximise additional revenues: with effective merchandising strategies coupled with advanced personalisation, to achieve higher conversion rates thanks to an optimal mix of relevance, timing, channel and content.
  • Improve customer retention: by ensuring travellers recover efficiently from disruptions, minimising complaints and associated costs.
  • Optimise operational efficiency: by integrating decisive customer knowledge, events and instructions into every touch-point and business process, along the travel lifecycle.
Main features
  • Centralised customer knowledge centre for aggregating, computing and dispersing data-driven insights to mission-critical applications in real-time.
  • Single, comprehensive view of each traveller's profile, including purchase, service and disruption history, as well as customer preferences and key performance indicators.
  • Essential traveller information integrated into agent touch-points and fed into operational business processes for instant personalisation of services proposed to the traveller.
  • Personalised offer proposals (on flights or merchandise), based on individual traveller or segment needs.
  • Consulting services to define and optimise customer experience management strategies at organisational level.
Resources