Case Study: Air France delivers omnichannel, customer-centric journeys with Relay42

How Air France Is Leveraging Customer Data With Relay42

Air France, the global airline, needed a better way to understand customer context across a long and complex journey where needs change frequently. To break down internal silos and support more relevant service and marketing, the airline turned to Relay42 to help build a 360-degree customer view and connect data across channels.

Using the Relay42 platform, Air France linked digital channels to its CRM so it could deliver more personalized, omnichannel journeys at the right time and on the right channel. The result was a more context-aware customer experience, with Air France aiming to send only useful messages instead of spamming customers, though no specific quantitative impact was disclosed.

Air France

Jad Naciri

Cross-Channel Data Manager in the Acquisition team