Case Study: Leading Travel Company achieves 13% conversion lift and individualized real-time experiences with Alterian Real‑Time CX

How Alterian’s Real-Time CX helped this travel company deliver individualized customer experiences and boost high-value conversions

Leading Travel Company was losing bookings because it couldn’t respond to customers in real‑time: its abandon‑cart program was email‑only, sent the same message to everyone, and failed to compete with brands that delivered faster, individualized experiences. To fix this, the company turned to Alterian and its Real‑Time CX Platform to bring real‑time visibility and personalized engagement across channels.

Alterian implemented Real‑Time CX (customer journey analytics, orchestration and Journey AI), activating SMS, chat, email and call‑center follow‑up and routing high‑value shoppers for immediate contact; a multi‑channel, individualized abandon‑cart program went live in six weeks. The result was measurable: a 13% increase in conversions from abandoned browsers, a 19% uplift in conversion for high‑value customers and a 15% increase in CSAT for those customers.