Aer Lingus is partnering with customer intelligence specialist Boxever to improve the passenger experience.
The Dublin-based company will provide its Intelligence Cloud to the airline enabling it to gather data on passengers including historical, behavioral and purchasing.
The partnership should enable the IAG-owned carrier to get a much rounder view of passenger behaviour across online and offline channels.
Aer Lingus hopes the technology will help it “better anticipate” customer neeeds.
Boxever CEO Dave O’Flanagan says:
“In this industry, airlines have a two-fold challenge: exceeding demands of today’s customers, while also innovating to stay ahead of the competition.”
The airline is looking to not only improve the experience but also increase brand loyalty and drive revenue.
Earlier this year IAG chief Willie Walsh said the business was beginning to derive value from data.
Speaking at the CAPA event in Dublin, Walsh said in 2016 knowledge from data contributed about Euro 170 million to the business.
He added that that was the tip of the iceberg with Euro 170 million representing about 1% of the group’s passenger revenue.
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