Our client, a leading omnichannel travel company in EMEA, excels in offering a comprehensive range of booking services including hotels, flights and holiday packages. Embracing modern technologies, they have expanded their service delivery across various touchpoints to enhance the digital customer experience and enrich the customer journey.

They faced challenges in providing personalized recommendations for their audience. Specific issues included inefficient flight, hotel and holiday package-related recommendations that resulted in low click-through rates and outdated technologies and disparate systems that hindered the transformation of usage and click-through analytics into personalized experiences. They approached Material to build an AI/machine learning (ML) based personalization system to offer immersive customer experiences that would lead to increased bookings.

Our approach unlocked significant business value for the client. By delivering AI/ML-powered personalized recommendations, we enriched the exploration and booking journey, boosting customer satisfaction and return rates through targeted campaigns. Utilizing near real-time feedback allowed us to continually enhance the user experience. Our work led to strengthened brand awareness and fostered greater customer loyalty, resulting in a ~14% increase in conversion rates. Additionally, we streamlined the configuration of personalization parameters, making it easier for content editors and business managers to optimize their strategies.