Case Study: LOT achieves a more seamless customer journey and new revenue growth with Adobe

How LOT improved its customer journey and created an additional revenue stream using digital marketing technology

LOT, one of the world’s longest-operating airlines, wanted to improve its digital customer journey across a fragmented, multi-touchpoint travel experience. Facing intense competition and the need to communicate with more than 10 million annual passengers, LOT turned to Adobe to better use customer data and automate timely, relevant messaging across its website, app, email, and other channels.

Using Adobe Analytics, Adobe Campaign, and Adobe Target, LOT automated data analysis, personalized passenger communications, and tested new offers at the right moments in the journey. The results included a 1.5x increase in baggage purchases and a 2.4x increase in seat reservations among passengers targeted with pre-flight communications, while Adobe also helped LOT standardize communications, speed up campaign launches, and create a new revenue stream through cross-sell opportunities.

LOT

Arkadiusz Gawryluk

E-Commerce Director