TUI: Supercharging the customer journey with real-time mobile content

TUI, the travel company, grew its effective app offering by developing new features and content.

The travel giant wanted to transform its app to create a cutting-edge mobile experience and keep customers connected throughout their holiday.


Metrics revealed the customer cost per acquisition for TUI's app was 40% lower than for other channels. Growing app engagement was therefore a strategic imperative. But email still accounted for 95% of customer comms, with high latency. TUI wanted to create a connected mobile experience across the holiday journey with engaging real-time content.

After booking, customers could consult the app as a travel companion throughout their holiday to guide their activity, choose other products such as excursions, and...

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