Case Study: Scandinavian Airlines achieves higher customer lifetime value and loyalty with Adobe Experience Manager

Scandinavian Airlines - Customer Case Study

Scandinavian Airlines (SAS) faced a fragmented marketing environment that made it difficult to unify online and offline customer data, personalize experiences for frequent flyers, and expand revenue beyond ticket sales. To overcome these challenges, SAS partnered with Adobe Experience Manager (as part of the Adobe Experience Cloud) to create a consolidated digital foundation and a more connected customer journey.

Using Adobe Experience Manager as the hub for flysas.com and integrating Adobe Campaign, Adobe Target, Adobe Analytics and Adobe Audience Manager, SAS centralized data, automated CRM workflows, and delivered timely, personalized offers across channels. The Adobe Experience Manager–led solution drove measurable gains: more loyal frequent flyers, increased customer lifetime value, higher revenue per passenger, improved marketing effectiveness, and reduced manual work that freed resources for growth.

Scandinavian Airlines

Didrik Fjeldstad

Vice President of Marketing