Digital Experience Platform Development for Enhanced Customer Engagement and Global Innovation

Our client, a well-established service provider in the travel, tourism, and leisure sector with over a century of heritage, faces challenges in maintaining competitive advantage through digital channels. The rapidly evolving technological landscape, including AI, machine learning, and cloud computing, necessitates a personalized, efficient, and innovative digital experience to meet customer expectations and operational demands.

A large federation of motor clubs providing roadside assistance, car care, and travel-related services in North America

• Develop a scalable, secure, and flexible digital experience platform that supports personalized services for users
• Integrate advanced analytics and AI-powered features to optimize customer interactions and service delivery
• Implement a robust backend infrastructure capable of supporting high-volume, high-availability operations
• Enhance cross-cultural and cross-platform collaboration to achieve seamless user experiences globally
• Position the client as a leading digital innovator in the travel and leisure industry, aiming for increased customer satisfaction and operational efficiency

• Customer onboarding and profile personalization modules
• Unified user interface with adaptive, multi-device support
• Real-time data collection and analytics dashboard for insights
• AI-driven recommendation and assistance features
• Integration of external APIs for roadside assistance and travel services
• Content management system supporting dynamic content delivery
• Secure authentication and authorization mechanisms
• Scalable architecture supporting high concurrency and data volume

• External service APIs for roadside assistance and travel booking
• Customer relationship management (CRM) systems
• Analytics and reporting tools
• Authentication providers (OAuth, SAML)

• System scalability to handle thousands of concurrent users worldwide
• High system availability with 99.9% uptime
• Data security compliant with industry standards (GDPR, CCPA)
• Response time under 2 seconds for 95% of user interactions
• Support for multilingual and multicultural content delivery

By developing a modern, scalable digital experience platform, the client aims to significantly improve customer engagement, with a targeted increase in user satisfaction scores. Additionally, the platform is expected to enable more than 30% growth in digital service usage, enhance operational efficiency through automation and data-driven insights, and establish the client as a leader in innovative digital services within the travel and leisure industry.