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Visit our <a href="/privacy-policy/">privacy policy</a> to learn more about how we process your data and your rights as a data subject.</div></div><form class="mktoForm" data-formId="3876" data-formInstance="sub-popup"></form></div><div class="lc-subscription-ty-block lc-subscription-inner"><h4 class="lc-subscription-title text-center">Thanks for<br> signing up!</h4></div></div></div></div><div id="top-nav-backdrop"></div><div id="et-main-area"><div id="main-content"><div class="container"><div id="content-area" class="clearfix"><article id="post-105822" class="post-105822 use-case type-use-case status-publish format-standard hentry case-theme-journey-personalization case-industry-travel case-channel-web case-pages-homepage case-efforts-medium case-experience-recommendations case-tags-affinity-based-personalization case-tags-call-center case-tags-contextual-personalization no-related-templates"><div class="title-section"><div class="title-tagline"> <a class="use-cases_link desktop" href="https://www.dynamicyield.com/personalization-examples/">Personalization Examples</a> <a class="use-cases_link mobile" href="https://www.dynamicyield.com/personalization-examples/">Personalization Examples</a> <i class="fa fa-angle-right" aria-hidden="true"></i> <a class="case_theme_link journey-personalization" href="https://www.dynamicyield.com/examples/theme/journey-personalization/ ">Journey Personalization</a></div><div class="title-wrapper"><h1 class="main_title">Personalizing the online customer journey using unique, call center data</h1></div></div><div class="entry-content"><div class="use_case_sidebar"><div class="tag_list"><div class="tag_item case_industry"><h4>Industry</h4> <a href="https://www.dynamicyield.com/examples/industry/travel/ "><span class="underlined">Travel</span></a></div><div class="tag_item case_channel"><h4>Channel</h4> <a href="https://www.dynamicyield.com/examples/channel/web/ "><span class="underlined">Web</span></a></div><div class="tag_item case_pages"><h4>Impacted Pages</h4> <a href="https://www.dynamicyield.com/examples/impacted-pages/homepage/ "><span class="underlined">Homepage</span></a></div><div class="tag_item case_experience"><h4>Experience Type</h4> <a href="https://www.dynamicyield.com/examples/experience-type/recommendations/ "><span class="underlined">Recommendations</span></a></div><div class="tag_item case_efforts"><h4>Implementation Effort</h4> <a href="https://www.dynamicyield.com/examples/effort/medium/ "><span class="underlined">Medium</span></a></div><div class="tag_item case_tags"><h4>Tags</h4> <a href="https://www.dynamicyield.com/examples/tag/affinity-based-personalization/ "><span class="underlined">Affinity-Based Personalization</span></a>, <a href="https://www.dynamicyield.com/examples/tag/call-center/ "><span class="underlined">Call Center</span></a>, <a href="https://www.dynamicyield.com/examples/tag/contextual-personalization/ "><span class="underlined">Contextual Personalization</span></a></div></div></div><div class="use_case_who_content"><div class="use_case_content"> <strong>Who: </strong><p>One of the UK’s popular travel booking portals</p></div></div><div class="use_case_strategy_content"><div class="use_case_content"> <strong>Strategy: </strong><p>In order to connect the user experience both online and offline, the company targets high-value leads and purchases that have contacted their call center and encourage them to complete a purchase or send them offers while they are active online using personalized messaging that contains unique data from the call center.</p></div></div><div class="use_case_image"><div class="use_case_image_wrap ATF"> <img src="https://www.dynamicyield.com/wp-content/uploads/2019/09/51-journey-personalization-call-center.png" alt="Personalizing the online customer journey using unique, call center data" width="700" height="535" class="desktop_image" loading="eager"> <img src="https://www.dynamicyield.com/wp-content/uploads/2019/09/51-journey-personalization-call-center-1.png" alt="Personalizing the online customer journey using unique, call center data" width="270" height="184" class="mobile_image" loading="eager"></div></div><div class="use_case_hypothesis_content"><div class="use_case_content"> <strong>Hypothesis: </strong><p>While digital and self-service continues to grow, call centers remain a major point of customer interaction for brands in travel and hospitality. However, many times, after these call center sessions take place, information captured isn’t reflected back in the rest of the online experience. Marketers can use this opportunity to close the booking loop, serving personalized promotions, messaging, or recommendations on-site, based explicitly on call center interactions.</p></div></div></div></article></div></div></div><div class="related_use_cases_wrap"><div class="container"><h2>More from our Inspiration Library</h2><div class="use-cases-grid-posts"><div class="use_cases_item_wrap"><div class="use_cases_item journey-personalization"><div class="use_case_theme_link_logo"></div> <a class="use_case_theme_link" href="https://www.dynamicyield.com/examples/theme/journey-personalization/">Journey Personalization</a> <a href="https://www.dynamicyield.com/use-case/guided-selling-product-discovery/" class="use_case_item_link"><h4>Increase acquisition ROI by serving personalized content, recommendations, offers, and guided experiences from the very first page view</h4></a> <a href="https://www.dynamicyield.com/use-case/guided-selling-product-discovery/" class="button-arrow animlink">VIEW NOW</a></div></div><div class="use_cases_item_wrap"><div class="use_cases_item journey-personalization"><div class="use_case_theme_link_logo"></div> <a class="use_case_theme_link" href="https://www.dynamicyield.com/examples/theme/journey-personalization/">Journey Personalization</a> <a href="https://www.dynamicyield.com/use-case/personalize-emails-by-loyalty/" class="use_case_item_link"><h4>Personalize emails based on loyalty</h4></a> <a href="https://www.dynamicyield.com/use-case/personalize-emails-by-loyalty/" class="button-arrow animlink">VIEW NOW</a></div></div><div class="use_cases_item_wrap"><div class="use_cases_item journey-personalization"><div class="use_case_theme_link_logo"></div> <a class="use_case_theme_link" href="https://www.dynamicyield.com/examples/theme/journey-personalization/">Journey Personalization</a> <a href="https://www.dynamicyield.com/use-case/testing-the-order-of-the-homepage-elements/" class="use_case_item_link"><h4>Testing the order of homepage elements to increase engagement</h4></a> <a href="https://www.dynamicyield.com/use-case/testing-the-order-of-the-homepage-elements/" class="button-arrow animlink">VIEW NOW</a></div></div><div class="use_cases_item_wrap"><div class="use_cases_item journey-personalization"><div class="use_case_theme_link_logo"></div> <a class="use_case_theme_link" href="https://www.dynamicyield.com/examples/theme/journey-personalization/">Journey Personalization</a> <a href="https://www.dynamicyield.com/use-case/recently-viewed-product-recommendation-drawer/" class="use_case_item_link"><h4>Using a sliding drawer to make previously viewed products top-of-mind</h4></a> <a href="https://www.dynamicyield.com/use-case/recently-viewed-product-recommendation-drawer/" class="button-arrow animlink">VIEW NOW</a></div></div></div><div class="all_use_cases_link_wrap"> <a href="https://www.dynamicyield.com/personalization-examples/" class="button-arrow animlink"> MORE PERSONALIZATION EXAMPLES</a></div></div></div><style type="text/css">@media only screen and (min-width: 768px) {
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}
}
// IP Address
fetch('https://www.cloudflare.com/cdn-cgi/trace').then(function(result) {
result.text().then(function(values) {
values.split("\n").map(function(item) {
var pair = item.split('=');
if(['ip'].includes(pair[0])) {
form[0].querySelector('input[type="hidden"][name="IP__c"]').value = pair[1];
}
});
});
});
// GA ID and Referrer
var dy_utms_cookie = {};
document.cookie.split(';').forEach(function(el) {
var splitCookie = el.split('=');
var key = splitCookie[0].trim();
var value = splitCookie[1];
dy_utms_cookie[key] = value;
});
if(dy_utms_cookie["_ga"]) {
form[0].querySelector('input[type="hidden"][name="Visitor_ID__c"]').value = dy_utms_cookie["_ga"].substring(6);
}
if(dy_utms_cookie["personalize_referrer_string"]) {
form[0].querySelector('input[type="hidden"][name="Referral__c"]').value = dy_utms_cookie["personalize_referrer_string"].substring(6);
}
// ZoomInfo
if(localStorage.getItem('ZoomInfoData')) {
var zoominfo_data = JSON.parse(localStorage.getItem('ZoomInfoData'));
if(zoominfo_data) {
form[0].querySelector('input[type="hidden"][name="Alexa_Rank__c"]').value = zoominfo_data.alexaglobalrank;
form[0].querySelector('input[type="hidden"][name="Employees__c"]').value = zoominfo_data.employeesrange;
form[0].querySelector('input[type="hidden"][name="Company_Revenue_Range__c"]').value = zoominfo_data.estimatedannualrevenue;
}
}
// Also, dispatch a dataLayer event on success
_form.onSuccess(function(values, follow_up_url) {
window.dataLayer = window.dataLayer || [];
if([3739, 4802, 5094, 5110, 4946, 5076, 5116, 5171, 5172, 5173].includes(_form.getId())) {
window.dataLayer.push({
'event': 'demo_request_complete',
'eventCallback': function() {
if(follow_up_url) {
window.location.href = follow_up_url;
}
}
});
return false;
} else if([3876].includes(_form.getId())) {
window.dataLayer.push({
'event': 'newsletter_signup_complete',
'eventCallback': function() {
if(follow_up_url) {
window.location.href = follow_up_url;
}
}
});
return false;
}
});
});
}</script> <script>if(typeof(jQuery) !== 'undefined') {
$ = jQuery.noConflict();
}
function getUrlParameter(sParam) {
var sPageURL = decodeURIComponent(window.location.search.substring(1)),
sURLVariables = sPageURL.split('&'),
sParameterName,
i;
for (i = 0; i < sURLVariables.length; i++) {
sParameterName = sURLVariables[i].split('=');
if (sParameterName[0] === sParam) {
return sParameterName[1] === undefined ? true : sParameterName[1];
}
}
}
$(window).load(function(){
var videoID = getUrlParameter('video');
if(videoID !== undefined){
if($('#wistia-' + videoID + '-1').length){
var videoName = $('#wistia-' + videoID + '-1').parents('.tab-pane');
videoName = videoName[0].id
}
if($('a[href="#' + videoName +'"]').length){
$('a[href="#' + videoName +'"]').each(function(){
$(this).click();
});
}
addScript('https://fast.wistia.com/embed/medias/'+ videoID +'.jsonp');
addScript('https://fast.wistia.com/assets/external/E-v1.js');
$('body').append('<span class="wistia_embed wistia_async_'+videoID+' popover=true popoverContent=link dy-wistia-popup" style="display:inline"></span>');
window._wq = window._wq || [];
_wq.push({ id: videoID, onReady: function(video) {
var video = Wistia.api(videoID);
video.popover.show(); // open the popover
video.play(); // play the video
setTimeout(function(){video.unmute();}, 500);
}});
}
});</script> <style>#adBanner {
background-color: transparent;
height: 0;
width: 1px;
}</style><div id="wrapfabtest"><div id="adBanner"></div></div></body></html>
<!-- Dynamic page generated in 0.871 seconds. -->
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