World2meet
360° Customer View Platform for Personalization
Industry: Hospitality & Tourism
World2meet (W2M), the travel division of Iberostar Group, operates one of Europe’s leading tourism platforms.
The company manages a broad ecosystem covering hotel management, flight bookings, direct sales, tour operators and inbound services. With rising customer expectations and scattered data sources, W2M saw the need for a unified customer view and modernized data activation across digital touchpoints and sales platforms.
Status quo
An opportunity to consolidate a unified view of the customer
W2M has a broad and diverse technological ecosystem, the result of years of growth and expansion across multiple systems and channels. This reality offers the opportunity to move towards a unified data model that facilitates a more complete understanding of the traveller and enhances the activation of more relevant and personalised communications.
The evolution towards self-service tools and greater integration between platforms will increase the agility of marketing and sales teams, strengthen data-driven decision-making and improve business efficiency.
The challenge
Commit to a customer experience based on the exploitation of 360-degree customer data.
In a complex ecosystem that includes airlines, tour operators, bed banks and direct channels, one of W2M’s main challenges was to build a unified view of the customer capable of feeding omnichannel experiences. Added to this was the need to evolve its customer data management architecture to respond with agility and precision to its customers’ expectations.
The solution
360 architecture and real-time omnichannel activation.
CONVOTIS has supported W2M in the planning and implementation of a new data model and event-oriented 360 architecture, key to transforming its customer experience strategy. The project’s milestones include:
- Implementation of a Single Customer View that consolidates all relevant customer data.
- Evolution of master data to an improved data architecture, enabling greater efficiency in processes associated with the single customer view.
- Deployment of a Customer Data Platform (CDP) for intelligent segmentation and omnichannel data activation.
- Introduction of advanced data governance practices, ensuring quality, integrity and compliance.
- Integration of leading technologies such as Treasure Data and Bloomreach to enhance journey orchestration and enable high-impact phygital experiences.
The result
Customer experience powered by data and technology.
Thanks to this approach, W2M has transformed its customer relationship, reinforcing its leadership in the tourism sector:
- Orchestration of hyper-personalised customer journeys across physical and digital channels.
- Activation of more effective campaigns, with actionable insights and reduced time-to-market.
- Empowerment of teams with self-service tools based on reliable and unified data.
- Acceleration of decision-making with a future-proof infrastructure.
Technical
Highlights
Even complex projects can be summarised in clear technical terms. Key figures and distinctive features provide insight into the concrete implementation – measurable, tangible, and transparent.
- Single Customer View using event-driven architecture
- Hub-and-spoke integration with Azure and Snowflake
- MDM modernization with Databricks, Kafka, Spring Boot
- Integration of Treasure Data, Didomi, Dynamics, Actitivi
- Self-service platform for segmentation and campaigns
- Data governance framework for consistent usage
The new Customer 360° View platform enables personalized experiences and consistent omnichannel communication – powered by a centralized data foundation, self-service capabilities, and a measurable increase in conversion rates.
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