Case Study: Airlines Reporting Corporation achieves seamless customer journeys and market expansion with IBM Watson Customer Engagement

Airlines Reporting Corporation - Customer Case Study

Airlines Reporting Corporation (ARC), the premier provider of air travel intelligence and commerce, needed to expand into new markets and ensure its digital marketing reliably converted prospects into customers. To connect email, landing pages and website behavior into coherent end-to-end journeys, ARC adopted IBM Watson Customer Experience Analytics—supported by IBM Universal Behavior Exchange and IBM Tealeaf CX—to gain deeper visibility across channels and devices.

IBM implemented an integrated analytics solution that stitches data from marketing platforms, CRM and on‑premises/cloud systems in real time, allowing ARC to map multi‑channel journeys, replay sessions and pinpoint sticking points. The change moved ARC from weeks of manual analysis to real‑time insight, enabled optimization of landing pages and three tailored journey flows by agency size, revealed unexpectedly high tablet usage, and positioned ARC to drive more sign‑ups and reach customers across a broader range of industries.

Airlines Reporting Corporation

Michael Tarajos

Enterprise Technical Solutions Engineer