Luxury travel provider unifies customer data to scale personalized traveler experiences

A global luxury travel provider partnered with TTEC Digital to modernize its customer data ecosystem and contact center operations. By integrating Microsoft Dynamics 365, Genesys Cloud CX and advanced identity resolution tools, the organization created a single, trusted view of every traveler — effectively cutting agent lookup times and laying a foundation for future AI innovation.  

The challenge

Disconnected CRM, booking, marketing, digital, and contact center systems left customer data scattered across the organization, making it difficult to build a complete view of each traveler. These separate data sources created duplicate records, inconsistent identity management and limited opportunities for personalization.

To support continued growth and rising customer expectations, the organization needed a scalable platform to connect its customer data and give employees a full view of the customer journey.  

The solution

TTEC Digital delivered a comprehensive customer experience transformation centered on data unification and contact center innovation.

Key solution components included:

• Unified traveler identities: Designed and implemented an advanced identity resolution solution leveraging Azure Databricks to create a unified customer profile across booking, CRM, contact center, web, and marketing systems.
• Upgraded CRM visibility: Enhanced Microsoft Dynamics 365 with improved search capabilities and Customer 360 visibility for service teams.
• Integrated contact center: Migrated the contact center to Genesys Cloud CX and integrated it with Dynamics 365 to provide a unified agent experience and real-time customer identification.
• Real-time data flow: Developed APIs, data pipelines and integrations to enable real-time customer data exchange across critical business systems.
• Stronger data governance: Established data quality, governance, and monitoring processes to eliminate duplicate records and protect customer trust.  

The results

The organization established a connected data foundation that improved operational visibility and enabled tailored guest engagement. Outcomes for the business included:

• Created a single, trusted customer view across all service channels.
• Improved customer data quality and reduced duplicate records.
• Enabled precise marketing segmentation for personalized traveler engagement.
• Increased agent productivity through integrated workflows and improved customer search capabilities.
• Cut operational inefficiency through automated integrations.
• Established an enterprise-grade foundation for analytics and future AI and CX initiatives.
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“The most successful customer experience transformations start with trusted data. Working with this premium travel experience organization, TTEC Digital implemented a unified customer data and identity framework on Microsoft technology that improves data quality, strengthens customer insight, and lays the groundwork for advanced analytics and AI-driven engagement.”

Ross Lotharius, Global Microsoft Practice Lead, TTEC Digital