Case Study: Air France boosts conversions by 25.7% with Relay42

How Air France Boosts Performance With Cross-channel Customer Journeys

Air France worked with Relay42 to improve its digital e-commerce performance by better understanding website visitors and responding to their travel intent in real time. The airline wanted to build a 360-degree view of the customer so it could personalize services and offers for both prospects and existing customers, especially when people searched for flights but did not complete a booking.

Using Relay42’s journey orchestration and identity management capabilities, Air France activated cross-channel journeys across push messaging, display, and social media, with messaging tailored to each visitor’s last search and voucher status. In A/B testing, the orchestrated journey outperformed single-channel retargeting and increased conversions by 25.7%, with the team also seeing that sequenced timing helped avoid overexposure to ads.

Air France

Mathieu Delecroix

Data Strategy Manager-Digital Maekting