Carolyn McCall, CEO EasyJet
What was the clever bit?
People don’t travel budget for the experience in the air. They travel for what happens when they land. You don’t need data to tell you that.
What you can only uncover through data is why each of those people wants to travel, where they want to go next and what they intend to do when they get there. Our programme has allowed easyJet to know 60 million people around the world so well that it can anticipate their individual travel needs. Didn’t realise you’d been hankering for a trip to Berlin? easyJet did. Forgotten you need travel insurance? easyJet hasn’t.
Over the course of a highly ambitious 5-year programme of change, we combined systems, automation, data insight and personalisation so that today we can:
Over the last five years, we have created aviation’s most successful eCRM programme:
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