From on screen to in flight.
Digital transformation at Delta
- Create one source of truth for millions of passengers
- Connect experiences before, during, and after flights
- Deliver personalised experiences for travellers at scale
“We want the interactions customers have with us to be one click, one platform, one source of truth.”
Eric Phillips
SVP & Chief Digital Officer, Delta Air Lines
Delta Air Lines is already one of the world’s leading airlines, but its ambition soars much higher: to become one of the world’s leading customer experience brands. At the core of this transformation is Delta’s use of data and technology to bridge in-person and digital customer touchpoints. From websites, mobiles apps and emails to airport kiosks and in-flight entertainment systems, Delta aims to deliver personalised digital experiences across the customer journey and that means having one platform to connect it all.
With a single source of truth for customer interactions, marketers understand how customers engage and interact with the brand, whether booking a holiday or enjoying onboard entertainment options with Delta Sync. Using Adobe Experience Cloud and Experience Platform, Delta can measure and analyse every interaction and build personalised journeys, so customers enjoy an elevated experience before, during, and after their time in flight.
Customer insights surfaced by Adobe help inform Delta’s creative strategy, ensuring that they deliver compelling content that connects with customers and inspires travel. Delta’s creative team uses Adobe Creative Cloud to develop and iterate on-brand content that makes customers feel seen throughout their journey. The airline embraces new tools and technologies such as generative AI to take designs to the next level and think more creatively about how they reach travellers. With help from Adobe, Delta is creating a differentiated travel experience that builds customer trust, brand loyalty and lifetime value through personalised connections.
Watch Delta CEO Ed Bastian's Adobe Summit keynote to learn more about how Delta's elevating digital experiences.
More customer success
Content as a Service v2 - Friday, 14 June 2024 at 12.07 (no-lazy)
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