Leading Middle East Airline Enhances Personalization and Revenue with Adobe Experience Platform

Challenges

Fragmented Customer Data Ecosystem

• Disparate data sources across PSS (Amadeus), loyalty, web/app, and call center systems
• Lack of unified traveler profiles limiting personalization effectiveness
• Siloed audience segmentation impacting campaign precision

Limited Real-Time Orchestration

• Inability to activate real-time personalization across digital journeys
• Reactive marketing instead of predictive engagement

Analytics & ROI Constraints

• Legacy analytics models restricting actionable insights
• Need to modernize audience management to maximize digital ROI

Enterprise Scalability

• Requirement for a governed, scalable architecture aligned with a premium global brand

Solution

Coforge implemented a scalable, enterprise-grade personalization ecosystem powered by Adobe Experience Platform (AEP).

Centralized Customer Data Hub

• Implemented AEP as the unified customer data backbone
• Designed XDM schemas for bookings, loyalty, and traveler data
• Built real-time unified traveler profiles with identity stitching

Real-Time Data Integration

• Integrated live data streams from PSS (Amadeus), web/app, loyalty, and campaign systems
• Enabled seamless ingestion, segmentation, and activation workflows

Intelligent Personalization Stack

Activated key AEP modules including:

• Real-Time Customer Data Platform (RTCDP)
• Adobe Journey Optimizer (AJO)
• Customer Journey Analytics (CJA)

Enabling:

• Cross-channel personalized journeys
• Advanced audience segmentation
• Real-time journey performance dashboards

Governance, Automation & Support

• Established Data Usage & Labeling Enforcement (DULE) governance framework
• Automated ingestion, segmentation, and activation processes
• Provided 24/7/365 portal monitoring, performance optimization, and post-deployment support

The Impact

360° Unified Traveler View: Comprehensive, real-time traveler profiles created a single source of truth across channels.

AI-Driven Personalization: Predictive models supported churn prevention, targeted upsell, and disruption communications.

Actionable Journey Insights: Live analytics dashboards empowered marketing and operations teams with measurable performance visibility.

Future-Ready Digital Foundation: Scalable, governed AEP implementation aligned with global growth and premium service positioning.