{"id":69167,"date":"2023-11-16T14:00:44","date_gmt":"2023-11-16T14:00:44","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=69167"},"modified":"2024-08-23T10:41:11","modified_gmt":"2024-08-23T09:41:11","slug":"aer-lingus-customer","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/","title":{"rendered":"Aer Lingus Chooses Salesforce to Digitally Transform Customer Journeys"},"content":{"rendered":"\n<p>Salesforce today announced that <a href=\"https:\/\/www.aerlingus.com\">Aer Lingus<\/a>, the Irish flag carrier, is using <a href=\"https:\/\/www.salesforce.com\/uk\/products\/service-cloud\/overview\/\">Service Cloud<\/a> and <a href=\"https:\/\/www.salesforce.com\/uk\/products\/marketing-cloud\/overview\/\">Marketing Cloud<\/a> to transform its customer experiences.<\/p>\n\n\n\n<p><strong>Why it\u2019s important: <\/strong>96% of customers say excellent customer service builds trust, according to <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\">Salesforce research<\/a>.<\/p>\n\n\n\n<p><strong>Driving the news:<\/strong> With Salesforce, <a href=\"https:\/\/mediacentre.aerlingus.com\/news\/16112023\/aer-lingus-collaborates-with-salesforce-to-further-transform-customer-experience?ref=Home\">Aer Lingus will digitally transform<\/a> to deliver personalisation and seamless customer experiences at scale.<strong> <\/strong>This includes introducing a centralised management capability and omni-channel approach across all marketing, transactional, post-purchase\/travel, loyalty, support and disruption communications.<\/p>\n\n\n\n<p>Creating a customer-first approach across all touchpoints will remove friction, optimise the right message at the right time, and also help Aer Lingus consolidate its technology stack.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>With Service Cloud, Aer Lingus will allow customer service teams to respond to customers more efficiently through data, automation, user interface and guided workflows. Average case handling time and increase agent productivity through guided workflows. This will enable teams to respond to customers more effectively and quickly during peak travel periods.<\/li>\n\n\n\n<li>Marketing Cloud will streamline all customer communications, increasing the quality of communications through richer, more relevant data and increased consistency.<\/li>\n<\/ul>\n\n\n\n<p><strong>What they\u2019re saying: <\/strong>\u201cAt Aer Lingus, we are constantly striving to enhance our customers\u2019 journey with us. Salesforce will allow us to understand our customers better and offer them a personalised, digital led experience. As we grow our airline, this will become an integral part of how we ensure we are giving customers the dedicated care that they expect from Aer Lingus. We\u2019re delighted to be working with Salesforce as we use their game-changing technology as part of our ongoing digital transformation.\u201d &#8211; Susanne Carberry, Chief Customer Officer, Aer Lingus.\u201d &#8211; Susanne Carberry, Chief Customer Officer, Aer Lingus.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tScale service now with AI + Data + CRM\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/uk\/products\/service\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>Learn More<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>The Salesforce perspective:<\/strong> \u201cThe airline industry is increasingly competitive, and how brands communicate with passengers will continue to be a key differentiator. From booking travel to receiving notifications of new routes, Aer Lingus recognises the power of personalised customer journeys in the air and in their digital offer. Enhancing personalisation and reducing friction experiences are key ingredients driving success with Aer Lingus. We\u2019re excited to help Ireland\u2019s flag carrier to unlock the opportunities that digital transformation has to offer.\u201d \u2014 Carolan Lennon, Salesforce Ireland Country Leader.<br><\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"73645\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/agentforce-health-agents-for-harmonizing-medical-information\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope 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href=\"https:\/\/www.salesforce.com\/uk\/news\/topics\/customer-success\/\"><em>visit this page<\/em><\/a><em>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce today announced that Aer Lingus, the Irish flag carrier, is using Service Cloud and Marketing Cloud to transform its customer experiences. Why it\u2019s important: 96% of customers say excellent customer service builds trust, according to Salesforce research. Driving the news: With Salesforce, Aer Lingus will digitally transform to deliver personalisation and seamless customer experiences [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":69170,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[3994],"sf_theme":[3979],"sf_topic":[3978,4074,4029,3998],"sf_product":[4001,4000],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4088],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-69167","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-customer-engagement","sf_topic-artificial-intelligence","sf_topic-automation","sf_topic-customer-engagement","sf_topic-customer-success","sf_product-marketing-cloud","sf_product-service-cloud","sf_location-uki"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Aer Lingus Chooses Salesforce to Digitally Transform Customer Journeys - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Aer Lingus Chooses Salesforce to Digitally Transform Customer Journeys\" \/>\n<meta property=\"og:description\" content=\"Salesforce today announced that Aer Lingus, the Irish flag carrier, is using Service Cloud and Marketing Cloud to transform its customer experiences. Why it\u2019s important: 96% of customers say excellent customer service builds trust, according to Salesforce research. Driving the news: With Salesforce, Aer Lingus will digitally transform to deliver personalisation and seamless customer experiences [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-11-16T14:00:44+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-23T09:41:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/11\/AerLingus.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:site\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Aer Lingus Chooses Salesforce to Digitally Transform Customer Journeys\",\"datePublished\":\"2023-11-16T14:00:44+00:00\",\"dateModified\":\"2024-08-23T09:41:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/\"},\"wordCount\":380,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/11\/AerLingus.jpg\",\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/\",\"name\":\"Aer Lingus Chooses Salesforce to Digitally Transform Customer Journeys - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/11\/AerLingus.jpg\",\"datePublished\":\"2023-11-16T14:00:44+00:00\",\"dateModified\":\"2024-08-23T09:41:11+00:00\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/stories\/aer-lingus-customer\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/11\/AerLingus.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2023\/11\/AerLingus.jpg\",\"width\":1200,\"height\":675},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/uk\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/uk\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. 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