Alaska Airlines

Data makes customer experience take flight

Alaska Airlines is famous for consistently top-rated customer satisfaction. They wanted to extend their signature service into every interaction with their guests and knew that customer data was the key.

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image of Alaska Airlines logo overlaid on a photograph of their first class cabin with people

Engaged customers, first-class results

+99%

Increased conversion rate

30.6%

Increased open rate

11.3%

Increased click-through rate

15%

Cost savings on online ads

The challenge

Alaska Airlines wanted to be able to deliver the right messaging at each stage of guest engagement to drive pre-trip product adoption and streamline the guest experience, but they needed a unified view of their customers connected to their marketing stack in order to do so. 

Their data was scattered across systems for reservations, loyalty, and the mobile app, and until these could be connected, they would be unable to execute the initiatives they had planned to improve customer experience and drive better business results.

The solution

Alaska Airlines assembled a Customer 360 using Amperity, pulling together all of their data for the first time ever. Segmenting based on attributes like route, aircraft type, and cabin seating, they created a dynamic pre-trip journey orchestration, triggering up to four personalized messages per guest. 

They also implemented a real-time API integration between Amperity and their booking system to allow for updates with flight and reservation information every two hours, so that messages to customers reflected all the latest details.

Alaska Airlines uses Amperity built on AWS.

“Amperity helped us put our guest at the center of our business. Our partnership has equipped our teams with access to customer insights and predictive analytics they can rely on, enabling them to deliver customer-centric journeys from pre-flight onwards, improving loyalty, retention, and revenue growth.”

Alaska Airlines

Natalie Bowman Managing Director, Marketing and Advertising at Alaska Airlines

Customer data beyond marketing

Alaska Airlines joins a conversation with DICK’s Sporting Goods about how they apply customer data to drive value and engagement across their organization, challenging the common misconception that Customer Data Platforms are just for marketers.

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