Creating personalized
experiences across
channels
Customers increasingly expect a consistent and personalized checkout experience
across in-store, online, and mobile platforms. One key challenge, however, is getting a
unified view of the customer across online and in-person transactions. Businesses often
stitch together disparate systems and payment processors, which only adds to
operational overhead by requiring time, money, and resources to manage and maintain.
To create a truly consistent experience across channels, businesses need a holistic view
of all shopping activity in one place, so they can better understand purchase behavior and
improve customer service. For example, River Island—a UK-based, multichannel fashion
retailer—modernized its platform to deliver a unified customer experience across
channels and borders. Similarly, Alaska Airlines elevated the in-flight payment experience
to delight customers at 35,000 feet.
By using contactless payments, digital wallets, and one-click checkouts, River Island and
Alaska Airlines made transactions simple and seamless—turning one-time buyers into
lifelong advocates.
Key outcomes
- Optimize conversions
- Build customer loyalty and increase lifetime value
- Reduce churn
Alaska Airlines offers
guests a smooth experience
with contactless payments
For more than 90 years, Alaska Airlines has found innovative ways to simplify travel for its guests, including being an early adopter of online ticket sales. The business has grown from a small local airline
to a global carrier supporting over 44 million travelers per year across more than 120 destinations in 5 countries.