Customer intelligence cloud start-up Boxever is helping Aer Lingus deliver on customer experience.
Aer Lingus is using Boxever’s customer intelligence cloud technology to ensure that those who fly with the airline enjoy every step of the journey.
Boxever, a Dublin-based customer intelligence firm, aims to create a 360-degree view of every customer by applying predictive analytics and machine learning technologies to create a personalised experience for individuals.
The tools harness guest data, including historical, behavioural and purchasing pattern insights to gain a holistic view across both digital and offline channels, ostensibly creating a smooth and tailored customer journey.
Airlines need to transform
Dave O’Flanagan, CEO of Boxever, said that company was “delighted” to partner with the airline.
He explained the key transformations that modern airlines must undergo to stay relevant in today’s market: “Airlines have a twofold challenge: exceeding the demands of today’s traveller, while also innovating to stay ahead of the competition.
“By partnering with Boxever to analyse and act upon its customer data, Aer Lingus can improve the overall travel experience, increase brand loyalty and drive new sources of revenue.”
He said the initial deployment of Boxever in Aer Lingus “significantly exceeded revenue targets and we are looking forward to continuing our successful partnership”.
Aer Lingus anticipating customer needs
Mike Rutter, COO at Aer Lingus, emphasised the company’s ethos of putting the customer at the centre of everything it does as a key reason it wanted to partner with Boxever.
He added that the airline needed a partner that would be helpful on the data capture side, allowing it to anticipate the needs of passengers on their journeys.
“Boxever built trust and credibility with our team by developing a program that leveraged the company’s rich history in travel [and] domain experience, and [an] industry-leading customer intelligence platform.”
Aer Lingus now joins a plethora of Boxever partner airlines, including Emirates, Air New Zealand, Brussels Airlines and VivaAerobus.
Aer Lingus plane. Image: Fasttailwind/Shutterstock