Case Study: Scandinavian Airlines increases customer loyalty and lifetime value with Adobe Experience Cloud

Scandinavian Airlines gives passengers more than just a trip with Adobe Experience Cloud

Scandinavian Airlines (SAS), a 70-year-old carrier serving 28 million passengers to 119 destinations, sought to move beyond selling seats to becoming a lifestyle brand for frequent flyers. Facing margin pressure from rising costs and low‑cost competitors, SAS needed to break down marketing silos and integrate online and offline touchpoints to deliver personalized, value‑added travel experiences and new revenue streams.

SAS implemented Adobe Experience Cloud (Experience Manager, Campaign, Target, Analytics, and Audience Manager) with partner Wunderman and integrations to its CRM and Amadeus systems to automate campaigns, personalize journeys, and respond dynamically to pricing. The integrated platform increased customer lifetime value and revenue per passenger, improved marketing effectiveness and agility, reduced manual work, and boosted loyalty among frequent flyers.

Scandinavian Airlines

Didrik Fjeldstad

Vice President of Marketing