Boxever & Jetstar 2019 · Jetstar has also deployed a Manage My Booking Abandoned Cart app to recover ancillary-related revenue. When a customer has visited the self- serve area of

1Boxever 2019 | Jetstar

Boxever & Jetstar 2019

Make every customer interaction smarter

02 03Boxever 2019 | Jetstar Boxever 2019 | Jetstar

Customer — Jetstar

— One of Asia Pacific’s largest low-fares networks by revenue

— Operates over 4,000 flights a week to more than 75 destinations

— www.jetstar.com

Application — Abandoned Cart

— Manage My Booking

— Urgency Messaging

— Pre-return Email

— Dynamic Hotel Tiles

— Product and Destination Intent

Boxever Impact (over the courseof eight months)*

— Recovered revenue: $6.3M AUD (€4.5M) from Intelligent Cart Recovery (ICR) emails

— Increased revenue: Estimated revenue lift of $3M AUD (€2.1M) from urgency messaging

— Increased ancillary revenue: $630K AUD (€450K) from pre-return emails

— Better engagement: 38% increase in click through rates (CTR) for dynamic hotel tiles

B E C A U S E O F S E A M L E S S , P E R S O N A L I S E D C U S T O M E R E X P E R I E N C E S

Jetstar realises millionsmore in annual revenue

Seamless, PersonalisedCustomer Experiences

05Boxever 2019 | Jetstar

TRANSFORMING THE CUSTOMER EXPERIENCE THROUGH DIGITAL TRANSFORMATION Like many low-cost carriers, digital transformation is a constant journey for Jetstar. The airline had invested in digital platforms for web, mobile, transactional and booking systems, all driven by customer data. Their next step was to build on that strong foundation with a personalisation, recommendation and decisioning engine that would switch the focus from customer data to the customer experience – across all channels.

Jetstar selected Boxever to support this initiative because it is the only customer intelligence cloud that truly understands how low-cost carriers operate. It was designed to know how to quickly increase customer acquisition and bookings, and grow incremental revenue through ancillaries.

Connecting data from every channel and every source, for every customer journey:

Boxever customer intelligence cloud provides a single customer view and the right offer in every moment

Providing a single customer view and personalisation across web, mobile and email channels, the Boxever customer intelligence cloud connects all customer, product and operational data in order to put the customer at the center and enable true 1:1 personalisation. This results in lower customer acquisition costs, accelerated conversion rates, improved customer engagement and higher lifetime value. Using its artificial intelligence (A.I.), Boxever acts as the “brain” within Jetstar’s CRM-tech ecosystem, taking

in all data about the customer, deciding what should happen next and executing that action through the most appropriate channels - in real time, as it happens.

Boxever integrates data from Jetstar’s web and mobile sites, Oracle Responsys, and its reservation system, creating a singular, contextual and dynamic view of each customer. In addition to an initial import of 8.6 million historical orders, Boxever connects 110 million events and 440,000 orders per month.

The Solution

B O X E V E R C A S E S T U D Y

WHAT THEY SAID:

“Boxever is our centralised brain for personalisation, decisioning and orchestration for our customer touchpoints, from marketing, digital and within our call centre.”

— Cathryn Arnold, Head of Digital at Jetstar Group

04 Boxever 2019 | Jetstar

OPERATIONALDATA

PRODUCTDATA

CUSTOMERDATA

EVERYCUSTOMERJOURNEY

EVERYCHANNEL

ONLINE MOBILE EMAIL ADVERTISING CALL CENTER SOCIAL OTHER

Jetstar’s Opportunity:


Boxever processes massive amounts of real time data from Jetstar’s web and mobile sites, Oracle Responsys, and its reservation systems, to understand customer behavior and drive conversion.

Big scale Data



ORDERS CREATED PER MONTH

8.6M

EVENTS PER MONTH

110M

HISTORICAL ORDERS

440K

You were interested in X flight but didn’t complete your booking. —

The flight you were viewing is leaving in Y (number) of weeks, so book now. —

The flight you were looking at last month is leaving in a few days, but there is still room, so book today.—

There are no seats left on your desired flight, but there is availability on that route, etc.—

You left a bag in your cart. Finish checking out now to save time at the airport!

Boxever algorithms automatically produce content recommendations, such as:

Making the Right offers

07


Capitalising on ancillary opportunities

—

With personalised pre-return emails, Jetstar is targeting travelers who have already begun their trip, but may need or want to book a hotel, rent a car, reserve baggage for the ride home, or purchase other ancillaries. These campaigns have enabled Jetstar to capture an additional $630K AUD (€450K) in ancillary revenue during the past eight months.

$630K

Results The data-driven customer experience Two key elements significantly shaped Jetstar’s value from Boxever

—

The importance of data integration: Every little bit of customer intelligence – at every point in their journey – makes a difference in rounding out the picture and predictability of their next actions. Boxever provides a real-time data store to amass data about every purchase, event, click, search term, device and interaction. “Boxever is our centralised brain for personalisation, decisioning and orchestration for all marketing channels and touchpoints.”

The shift from customer data to customer experience: Based on the data from every part of the customer journey, Jetstar can now provide a customer experience beyond basic personalisation. “Personalisation is an insider term. It’s about relevance and delivering a seamless, simple, frictionless experience. Customers shouldn’t even recognise the term or concept of personalisation – they just know ‘I loved it’ or ‘That was easy’ or ‘That’s just what I wanted’. With Boxever, customer interaction is like gliding through the airport. Directional signs are right in front of you and you can move to the next spot without thinking.”

Lessons learned & best practices:


Moving customers to action—

Through customised urgency messages, Jetstar has been able to encourage web visitors to act quickly and increase sales. On-screen notifications, such as “X [number of people] others are viewing the same flights” and “there are Y [number of open seats] seats left on this flight,” have resulted in an estimated revenue lift of $3 million AUD (€2.1M) during the past eight months.

Jetstar is also using Boxever to capture product and destination intent, so personalised on-screen and email messages feature the specific destinations or products viewed by each customer.

Suggesting hotels that customers want to book

—

Using Boxever’s Intelligent Cart Recovery (ICR), Jetstar is able to instantly communicate with customers who have abandoned products in their online (web and mobile) shopping cart with highly personalised emails. The content and imagery of each email is customised to match customer behavior and context.

Jetstar has also deployed a Manage My Booking Abandoned Cart app to recover ancillary-related revenue. When a customer has visited the self- serve area of the website to manage an existing booking and leaves an ancillary in the cart, they automatically receive a personalised message to help them complete the purchase.

Based on Boxever’s ICR emails, Jetstar has recovered $6.3M AUD (€4.5M) in revenue during the past eight months.

$6.3M3MMillions in annual revenue and the right offers, to the right customers, at the right times

The Boxever team deployed six applications to improve personalisation and capture and respond to real-time behavioral changes. Jetstar experienced immediate uplift and revenue gains as a result of the apps:

“Boxever allows us to model the right products and eliminate unwanted choices at the right time, and at the right price, to maximise revenue. Rationalising new products requires understanding the propensity of purchases from product modeling. It’s a challenge that depends on having the right platform in place to deal with the data, and we now have that with

Boxever.”

— Cathryn Arnold, Head of Digital at Jetstar Group

WHAT THEY SAID:

38%Suggesting hotels that customers want to book

—

People may visit Jetstar.com to book air travel, but now they are staying to book hotels as well. With dynamic hotel tiles that display relevant destinations and likely hotel choices, Jetstar has seen a 38% increase in click through rates.

There’s a lot in store.

We’re looking forward to it.. See you then.

2019

Martech, democratised

Real-world advice and support

Simpler, more powerful AI

Jet-fueled campaigns

Safe, secure experimentation


Boxever 2019 | Jetstar 11Boxever 2019 | Jetstar10


A USER INTERFACE FOR ALL

Goodbye endless complexity. Hello joined-up strategyExisting decisioning tools limit access to a select

few. The result? Marketers can’t do what they’re

best at. Teams can’t work together. Campaigns take

months to roll-out.

Engages’ decisioning “canvas” and “workbench”

change all that with an intuitive, structured interface

that empowers everyone to design personalisation

models. Whether using simple tables or drag

and drop charts, all your teams will have a clear

view of how your decisioning is configured. What

that means: closer collaboration between cross-

functional teams on strategy and implementation,

and quicker optimisation and deployment.

Oh, and no need to fret coders: from Javascript and

Python to FEEL and Boxever’s DSL, there’s massive

scope for experienced users under the hood.

AI AT YOUR FINGERTIPS

Goodbye disconnected logic. Hello AIDelivering consistent omni-channel customer

experiences depends on one thing more than any

other: connected AI. But all too often AI is left

disconnected from data and decisioning.

Engage takes off the handbrake by making powerful

connections with all your AI under one roof. With

just a few clicks it connects your existing or future

AI (whether that’s the likes of TensorFlow, IBM

Watson and Einstein or your own logic) to your

personalisation technology.

POWERFUL TESTING

Goodbye fire and forget. Hello build, test and learnWhen you need more data, other tools limit your

choices. When you need real-time performance

updates, they make you wait. And when you need

complete transparency, they hide the full picture.

In 2019, Engage will give you unparalleled control

with testing, analytics and integrations that allow

you to reduce the testing and deployment cycle from

months to minutes, spot errors and inefficiencies

earlier, and see ROI faster.

Test up to four decision model variants in production

– and three in draft – with A/B/N. Refine strategies

before rolling them out across your customers with

champion/challenger. Simulate how your models will

perform with silent and sample testing. Regardless

of the option you choose, Engage helps you compare

and scale new ideas dynamically, quickly and safely.

You’ll always be sure you’re taking the right actions

with the right customers.

Boxever 2019 | Jetstar12

New era, new product.


Engage - our decisioning engine - has been given a radical overhaul. More power. More scale. More speed. More usability. Here’s what to expect when you climb aboard with a refreshed Engage in 2019.

BOXEVER RECOGNISED BY GARTNER

In August 2018, Gartner named us in its first

ever Personalisation Engine Magic Quadrant. It did that on the strength of the massive leap

forward recent upgrades to Engage made

possible for airline customers. With more than

400 personalisation and customer experience

tools in the market today, we’re delighted to be

recognised as one of the top 18 vendors in the

space.

TEN SECOND REMINDER: WHAT

IS ENGAGE?

Boxever is a personalisation

platform that helps airlines

make every interaction

smarter. Sitting right at

the heart of that platform

is Engage, our decisioning

engine. It quickly and

efficiently unifies your

decisioning in one place,

allowing you to automate

what actions to take with

every single customer

based on thousands of

behavioural, transactional

or operational data points.

It does all that across every

channel in real-time.


About UsBoxever is a personalisation

platform that uses data and AI to

help the world’s most innovative

airlines make every customer

interaction smarter.

We do this in two ways.

Firstly, we bring together data

from all the channels, tools and

databases across their business

to build rich and accurate profiles

of their customers.

Then we use AI to interpret that

data and automate decisions

about how to personalise every

single customer interaction. It

joins-up interactions across every

channel based on a customer’s

history, what they’re doing “in

the moment” and what a business

wants to achieve - all in real time.

From website to email and from

SMS to contact centre, Boxever

decides the what, why, where and

when.

The result? Personal, relevant

and valuable experiences for

customers that lead to improved

engagement, lower acquisition

costs and accelerated conversion

for the business.

We’ve been helping companies revolutionise how they engage customers since we were founded in 2011. Seven years on, we’re now recognised by Gartner as a leading player in personalisation and ranked by Forbes alongside Google, Apple and Amazon as one of the most powerful examples of AI in use today.


Boxever 2019 | Jetstar 15



B O X E V E R .C O M

( + 3 5 3 ) 4 4 3 3 1 0 3

A S H F O R D H O U S E ,

TA R A S T R E E T,

D U B L I N 2

Documents

Boxever & Jetstar 2019 · Jetstar has also deployed a Manage My Booking Abandoned Cart app to recover ancillary-related revenue. When a customer has visited the self- serve area of