3 Ways a Digital Business Can Get Customer Experience Right

Blog: The Tibco Blog

Reading Time: 3 mins 30 sec.

There is a secret to success shared by top digital businesses today, and it has to do with providing a positive customer experience. Happy customers are loyal customers, and loyal customers are willing to pay more for better customer experience. But what about those companies that go above and beyond to provide an unmatched customer experience? What is their secret to success?

Read about three digital businesses that are thriving due to the customer experience they provide and to get a glimpse of their common secret to success.

Grupo Xcaret

Grupo Xcaret is a family and environmentally-friendly all-inclusive resort made up of theme parks, hotels, and restaurants. The company takes a holistic approach in providing great customer experiences by creating an integrated ecosystem behind the scenes.

With the all-inclusive approach, visitors can pay for their stay all at once, then move freely throughout the various parks and accommodations without having to stop to pay, weigh decisions on additional spending for food or entry fees, or be held up in unnecessary entrance lines. Their secret to success is….a data-sharing ecosystem makes this all possible; it connects Xcaret’s lodging, restaurant, and park application systems together, combining data to better serve its customers. By analyzing the data collected and predicting next steps, Grupo Xcaret provides its visitors timely, personalized offers that let them know their experience is important to the company.

Caesars Entertainment

Also in the business of entertaining, Caesars Entertainment knows how to provide a great customer experience. But what is their secret to success? Caesars has created advanced engagement models to give each customer a personalized experience, from check-in to restaurant and show deals, to suggestions for making the most of their time on the casino floor. This is possible because they store all of their data in a shared cloud, giving 360-degree access to customers on every Caesars property.

Aeroporti di Roma

Whether you’re heading to Mexico for an all-inclusive family vacation or jet-setting to Vegas or Dubai for a more adults-only adventure, those leaving from Rome’s Aeroporti di Roma will receive a premier customer experience as soon as they reach the airport.

Aeroporti di Roma found its secret to success by integrating its data ecosystem to improve the traveling experience for flyers. From flight reservations to shopping in the terminal to boarding the plane, data is captured and analyzed, giving the airport a holistic view of its passengers. Heat maps detect passenger flow and help the airport streamline the journey from check-in to boarding based on data patterns.

A Data Sharing Ecosystem: The Secret to Great Customer Experiences

Have you figured it out yet? The secret to customer experience success is through data sharing. It allows digital businesses to personalize each individual’s visit and unveils a more thorough understanding of customer preferences. It also increases cross-sell and up-sell opportunities.

All three of the companies mentioned rely on TIBCO to integrate their systems. To learn more about each business’s strategy, check out their case studies on our Customers’ page.

Connecting an enterprise is easier said than done, however. Integrating previously siloed data, sometimes bringing in outside data from partners or even rivals, requires careful consideration and coordination. But the end result helps digital businesses deliver an experience that only looks effortless to the customer.

For more on the importance of customer experience, specifically around airport strategies, read this piece by TIBCO exec/SVP Erich Gerber. If you’re interested in seeing how TIBCO can help you build a connected customer journey, learn more here.