A Leading Middle East–East-Based Airline Achieves 50% Faster Personalization Rollout Leveraging Unified Data & AI Marketing Foundation
Overview
A leading Middle East–based airline, operating a global network across six continents, is investing heavily in data-driven personalization to transform guest experiences and optimize revenue streams.
To build a scalable, AI-powered marketing ecosystem and deliver real-time premium engagement across global touchpoints, the airline needed a strategic partner.
Fragmented Customer Data: Disparate systems across PSS, loyalty, web/app, and call centre limited unified traveler visibility.
Limited Real-Time Activation: Inability to orchestrate AI-driven journeys across booking, service, and disruption touchpoints.
Traditional Segmentation Constraints: Legacy analytics and audience management slowed campaign rollout and reduced digital ROI.
Scalability & Governance Needs: Required an enterprise-grade data foundation aligned with premium service positioning and global scale.
Solution
Coforge designed and implemented a unified data foundation and real-time personalization framework to enable enterprise-scale AI marketing.
Key Capabilities Delivered:
360° Unified Traveler View Built a single customer profile with real-time identity stitching across booking, loyalty, digital, and service interactions.
Real-Time Data Integration Integrated live data streams from PSS (Sabre), web/app platforms, loyalty systems, and campaign engines.
AI-Powered Personalization Enabled predictive use cases including churn prevention, ancillary upsell, and proactive disruption communication.
Revenue & Experience Use Cases
Disruption Journey: Proactive recovery communication during delays/cancellations.
Ancillary Upsell: Targeted seat upgrade offers to increase premium revenue.
Governance & Automation Established data governance (DULE) and automated ingestion, segmentation, and activation pipelines.
Enterprise-Ready Marketing Stack Implemented scalable Adobe Experience Platform (AEP) capabilities with automation and best practices.
The Impact
360° Unified Traveler Visibility Real-time consolidated customer profiles across all digital and service touchpoints.
