Global Travel Giant Sees $150M Revenue Boost Through GenAI Personalization

Travel, Marketing, Campaign Optimization

Background

A Fortune 500 online travel platform offering flights, hotels, and vacation packages aimed to boost customer engagement and conversion rates. However, fragmented data systems and generic campaign execution limited their ability to deliver personalized, intent-driven content to millions of global travelers.

Impact

$150M in annual revenue driven by GenAI-personalized offers and campaign optimization
13% increase in email open rates
5% uplift in CTR via dynamic content and channel-based targeting
Improved engagement across both mobile and desktop channels

Solution

Affine built a hyper-personalization engine leveraging Generative AI and Machine Learning to power real-time, targeted engagement:

Integrated customer data from search, booking, and campaign systems into a unified data repository
Built 360° traveler profiles using both explicit (e.g., preferences, destinations) and implicit (e.g., devices, channels) behavioral signals
Trained ML models using Amazon SageMaker to predict Next Destination, Best Time to Contact, and Cross-Sell Propensity
Developed a real-time Decision Engine to personalize emails using dynamic creatives and tailored messaging
Implemented a Champion-Challenger testing framework to optimize content, timing, and format across traveler segments

Impact

$150M in annual revenue driven by GenAI-personalized offers and campaign optimization
13% increase in email open rates
5% uplift in CTR via dynamic content and channel-based targeting
Improved engagement across both mobile and desktop channels