Etihad Airways engages BD4 to personalise its digital customer touchpoints

Deal announced following experimentation phase to support carrier's promise to help customers ‘travel with peace of mind'

Personalisation digital platform BD4 has agreed a deal with Gulf carrier Etihad Airways to optimise the airline’s digital retailing capabilities. 

The United Arab Emirates national carrier will use the firm’s artificial intelligence real-time profiling and decisioning platform to better target website visitors with relevant offers. 

Etihad said it is “committed to continuously improving its digital customer journey, including recently launching the world’s first NFT collection of 3D aircraft models”. 

By working with BD4 is said it aims to achieve “specific measurable e-commerce goals enhancing customer satisfaction and conversion rates”.  

BD4 will deploy its predictive analytics tools which have been developed for the aviation sector, to conduct individual profiling in real-time.

The firm said its “sophisticated personalisation” technology works for both known and anonymous users and “significantly enhances the relevance of brand-customer interactions and promotions”.

Frank Meyer, chief digital officer at Etihad, said: “We look forward to the partnership with BD4. During extensive evaluation, their team worked seamlessly with ours, supporting the development of a data driven experimentation framework and enabling data-based decisions. 

“We have already seen their industry-specific AI solution deliver against our commercial goals. The results of our trials are just the start as we work with them to further enhance our website and provide customers with an intuitive, personalised online experience.”

Andy Owen Jones, chief executive of BD4, added: “Etihad Airways’ commitment to innovation is a perfect match for our technology. 

“We’ve shown strong results throughout the experimentation phase and are excited to ramp this up even more as the partnership develops and as our algorithms evolve with continuous learning. 

“By using our AI and Machine Learning capabilities, Etihad Airways is able to extend its promise of ‘travel with peace of mind’ across its digital touchpoints, providing a holistic customer experience reinforcing their reputation for excellent service.”