Case Study: Europe’s Leading Airline Company achieves real-time personalized customer journeys with Kitewheel

Europe’s Leading Airline Treats MVPs Right, Integrating Call Center with Other Systems

Europe’s Leading Airline Company worked with Kitewheel to solve a major customer-experience challenge across its call center, email, and web channels. With millions of passengers and over 30 million emails sent each month, the airline lacked a single real-time customer view and could not easily personalize interactions or reduce email fatigue.

Kitewheel, deployed by the airline’s agency Havas EHS, provided a channel-independent decisioning engine and hub that connected customer data, the email platform, and call center systems in real time. The solution was rolled out in less than three months, enabled millions of personalized journeys, supported about 1 million personalized emails and calls per day, and saved the airline millions of pounds in IT spend.