Automated customer segmentation for campaigns

Purpose

1.1. Automatically segment airline customers into actionable groups for targeted marketing, personalized offers, seat upgrades, ancillary services, loyalty tier promotions, and re-engagement initiatives by capturing behavioral, transactional, and preference data from multiple touchpoints across the commercial airline journey.
1.2. Enable dynamic campaign triggers such as flight booking behavior, loyalty status changes, spend patterns, cancellation rates, international vs. domestic travel, and communication channel preferences to optimize conversion and retention rates in commercial airline operations.

Trigger Conditions

2.1. New customer registration or booking event captured in airline CRM.
2.2. Change in loyalty/membership tier in frequent flyer database.
2.3. Booking of premium cabin, ancillary service, or specific destination.
2.4. Customer activity milestone exceeded (e.g., 10th flight, $5000 spend).
2.5. Customer engagement with previous campaigns or abandonment of booking funnel.
2.6. Inactive customer flagged by inactivity for set duration.

Platform Variants

3.1. Salesforce Marketing Cloud
• Feature: Audience Builder; Configure with multi-source rules for fares, flight dates, loyalty status, and campaign history.
3.2. Adobe Experience Platform
• Feature: Segmentation Service API; Use filter expressions for journey milestones and behavioral scores.
3.3. Oracle Eloqua
• Feature: Dynamic Segmentation; Trigger auto-segmentation workflows based on custom airline data fields.
3.4. HubSpot CRM
• Feature: Lists API; Configure “active lists” using booking and spend data.
3.5. SAP Customer Data Cloud
• Feature: Consent-based segmentation engine; Segment by compliance, consent, and custom aviation attributes.
3.6. Amadeus Airline Suite
• Feature: Passenger Services System customer profiling; Integrate campaign modules via PNR analysis.
3.7. Segment (Twilio)
• API: Track & Group Calls; Route passenger data to specific custom traits.
3.8. Microsoft Dynamics 365 Marketing
• Feature: Dynamic Segments; Automate customer grouping by status changes in loyalty/tickets.
3.9. Mailchimp
• API: Tagging & Segmentation; Auto-tag flyers by travel frequency and route.
3.10. Zendesk Sunshine
• API: User Segments; Build with passenger support cases and feedback.
3.11. Intercom
• Feature: Custom Attributes; Group users by airline app actions (e.g., check-in, boarding pass retrieval).
3.12. ActiveCampaign
• Feature: Advanced Segmentation; Set rules on flight classes, email opens, and upgrades.
3.13. Braze
• API: Segment Object; Configure onboarding milestones and cross-channel activity.
3.14. Freshdesk Customer Success
• Feature: Segmentation Rules; Automated tiers based on support ticket data.
3.15. Marketo Engage
• Feature: Smart Lists; Trigger campaign eligibility using flight/fare fields.
3.16. Iterable
• API: List Memberships; Query and sync aviation-linked segments in real time.
3.17. Zoho CRM
• Feature: Segmentation Criteria; Use booking journey, seat selections, channel preference.
3.18. Pega Customer Decision Hub
• Feature: Next-Best-Action Segments; Real-time segmentation by predicted intent.
3.19. Klaviyo
• Feature: Segments; Set auto-update segments on airline spend and clickstream.
3.20. Google BigQuery
• API: SQL Segmentation; Automate periodic segment creation from airline data warehouse.
3.21. AWS Personalize
• API: CreateDatasetGroup; Configure datasets for behavioral airline segment grouping.
3.22. Snowflake
• Function: Automated Views; Create dynamic segmentation by airline booking analytics.

Benefits

4.1. Faster deployment of personalized campaigns for passenger offers and upgrades.
4.2. Improved ROI from targeted communications versus generic mass emails.
4.3. Reduced manual effort and error in market segmentation processes.
4.4. Enriched customer experience with relevant cross-sell and loyalty promotions.
4.5. Continuous learning and refinement of commercial airline segment rules by leveraging real-time passenger data.