Flying over 16 million passengers each year, Aegean is an airline on the way up. It brought itself out of Greek state ownership in 2023 and is expanding aggressively. Aegean has 8 Airbus A321 neo aircraft on order, plus new domestic and international routes to Erbil and Baku.
In the back office, it decided to undertake a major CX project. One that centralises customer data from multiple enterprise-wide data sources to drive customer data management efficiencies. All using smart tools to optimise decision-making based on customer insights, and deliver a personalised experience across all touch points.
To achieve that, and keep all those customers happy, Aegean partnered with Oracle Cloud CX for its latest AI-powered features. Other airlines will be interested in the results! The industry faces a daily battle to deliver better customer service in a fractured digital landscape. All while making a litany of anti-passenger decisions at ever-busier airports.
Aegean and AI converting customers
With the project in progress for a year, Aegean has unified customer data, improved customer service, and optimised marketing. Oracle’s Unity Customer Data Platform enabled Aegean to develop complete customer profiles, providing predictive personalised traveller experiences. Fusion Cloud Marketing helps the airline engage with and convert customers through multichannel marketing campaigns tailored to unique personas across every digital channel on any device.
“At AEGEAN we remain focused on our objectives to offer best in class, personalized retailing capabilities and a unique customer journey that will facilitate an engaging and life-long relationship with our customers,” said Elias Mandroukas, deputy chief commercial officer, digital and marketing Aegean. “With Oracle on board, we became even more able to create a centralized knowledge base about our customers and therefore acquire a better view of their needs as we can connect multiple data sources and customer signals throughout our touchpoints and interactions with them. This has helped us place our customers at the heart of every – if not all – decisions and actions with noticeable business results.”
Enjoy the Aegean CX AI-enhanced experience view
Reporting revenue of €1.78 billion in its latest results for 2024, Aegean will need to extract every cent of value from customers. That’s as the Mediterranean market is challenged by Middle Eastern and Central Asian carriers aiming to be the next Qatar or Emirates, with every airline looking to cash in on the boom in passenger numbers and a return to full airliners.
“Utilising technology to drive better customer experiences and customer loyalty is an example of how Aegean is innovating, harnessing rich customer intelligence data across its organisation to truly know their customers, help them book more trips, and drive next-level customer experiences that win more business.” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX
Part of Oracle Fusion Cloud Applications Suite, Oracle Cloud CX uses the latest AI innovations to help organizations create, manage, serve, and nurture lasting customer relationships across marketing, sales, and service. Embedded AI is an advisor and assistant to help customers analyse connected data, enhance operational efficiency, and improve the customer experience.
Other airlines will be keeping a close eye on the results of this and other projects to see how they can improve their customer experience. See our new feature on Taking flight: navigating the complexities of the modern airport customer experience for more insights into the changing face of passenger aviation.