Industry Addendum
Cathay Pacific and Salesforce accelerate digital transition
October 1st 2018
Hong Kong’s Cathay Pacific Airways has engaged global customer relationship management platform, Salesforce, to assist it in the development of new revenue streams and improve customer experience through personalized engagement. Read More » The airline has been a customer of Salesforce Sales Cloud and Service Cloud since 2014.
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In the carrier’s latest partnership with Salesforce, it will use Salesforce Marketing Cloud to concentrate on three critical areas of its business: new customers, personalizing all touch points along a traveller’s journey and acquiring a 360-degree view of Marco Polo loyalty program members.
“Expanding our relationship with Salesforce was a very easy decision to make,” Cathay Pacific chief customer and commercial officer, Paul Loo, said. “By adding Marketing Cloud, we enrich the understanding of our customers through enhanced engagement across channels and devices.
“The airline and the travel industry is being disrupted and we need to be ready for the customer of the future – the digital natives and those with a digitally savvy mindset and accompanying expectations.”
Salesforce general manager and executive vice president Asia-Pacific, Mark Innes, said: “Customers today expect seamless and hyper-personalised experiences and their expectations are higher than ever. To stay competitive, airlines need to leverage technology to meet and exceed these expectations.”
