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Amadeus Customer Experience ManagementElevate customer experience to boost revenue and loyalty

Personalise the travel experience of all your customers. Every time.Positive experiences and interactions with your brand help create lasting customer relationships, leading to brand advocacy and repeat purchases. In order to safeguard traveller loyalty and maximise all revenue opportunities, airlines need to create travel experiences tailored exactly to the needs of each individual traveller. However providing such unified, frictionless customer experience comes with challenges related to aggregating customer data sources and providing relevant outputs at front-end touch-points and automated business processes. We can help.

Amadeus Customer Experience Management is an enterprise level, end-to-end solution for airlines to manage and personalise offers and services. It integrates valuable customer knowledge and personalisation logic into relevant operational environments, all the way from pre-shopping to in-flight to post-travel, helping make the customer experience seamless and personalised at every step of the journey.

Secure brand loyalty with personalised one-to-one service delivery Amadeus Customer Experience Management helps airlines have a customer-centric focus in all business operations, for all customers, not just frequent flyers and corporate programme members. It equips airline agents with crucial customer knowledge in real-time to provide a pro-active response to customer concerns and cater to anticipated customer needs, through all stages of the trip. The solution also helps provide a unique and consistent travel experience on all airline channels, personalised services and offers tailored exactly to distinctive traveller needs.

Boost effectiveness of merchandising strategies using advanced personalisation techniques Amadeus Customer Experience Management helps increase upsell opportunities by providing more relevant and personalised offers to the traveller at the right time in their trip. Amadeus commissioned research, “Thinking like a Retailer”, estimates that personalised promotions can increase repeat sales by up to 70% and increase ancillary

revenues by up to 15%. Amadeus Customer Experience Management enables improved identification and prioritisation of valuable customers, thus optimising the marketing and servicing spend.

Know your customers in real-time.Amadeus Customer Experience Management helps provide a single comprehensive view of the traveller’s complete profile, helping reduce costs related to customer service and customer data management. The solution ensures resilient cross-process and touch-point integration, as well as consistency of the critical customer knowledge. Airlines can increase agent productivity and decrease service resolution time with the comprehensive customer knowledge integrated with agent user interface and operational business processes. This results in immediate action to critical passenger events and requirements.

Amadeus Customer Experience Management enhances the total travel experience of all customers

with end-to-end personalisation.

amadeus.com

Key features of Amadeus Customer Experience Management

Let’s shape the future of travel Amadeus provides solutions which facilitate the entire travel journey, improving the traveller’s experience whilst helping airlines manage their own business more effectively. We are at the heart of the global travel industry, working with our customers and partners to shape the future of travel.

Find out more For further information, visit amadeus.com or speak to your Amadeus Account Manager today.

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Customer Knowledge Centre_ Consolidate your customer information via a centralised customer

profile repository to store, index, access and update valuable traveller information

_ Leverage all existing customer assets by seamlessly aggregating data from across your IT environment

_ Benefit from the powerful knowledge computation with dynamically calculated metrics, preferences and segmentation capabilities on all your valuable customers

_ Allow customer management staff to have a complete view of the customer, including travel, purchase, service, disruption and loyalty program history, as well as stated or inferred preferences

Personalised Servicing_ Allow airline staff to better understand their customers by

integrating enriched information into staff applications

_ Improve customer engagement by providing automatic alerts delivery, action management and follow-up on agent user interfaces anywhere in the journey

_ Address all your customers by providing advanced customer metrics and preferences into numerous operational business processes such as seating, automatic waitlist clearance, compensation management and more

Personalised Merchandising & Retailing _ Make purchasing easier by tailoring the digital shopping

experience to individual travellers or traveller segments

_ Increase relevancy and conversion of your offers by delivering personalised customer communications via a wide range of media

_ Create the most compelling offer for your customers by combining sophisticated merchandising techniques with traveller specific knowledge

Analytics & Consulting Services _ Manage your customer engagement strategy with customised

reports and KPI dashboards

_ Define your personalisation strategy and optimise the use of Amadeus Customer Experience Management in all channels with an array of solution and consulting services to fit your airline’s marketing and operational needs

For all traveller touchpoints and every airline channel

For all journeys over each customer’s lifetime

For all customers

End-to-end travel personalisation

Amadeus Customer Experience Management brings you:


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