AI-Powered customer journeys in the online travel industry

CHECK24 is a founder-led German digital company that provides price comparisons across a wide array of product categories. The company’s core mission is to empower consumers by promoting transparency in the market. Since 2014, CHECK24 Hotel in Münster has been helping customers make well-informed travel decisions by creating transparent market comparisons with its partners, offering an unrivalled online travel booking experience. To sustain its competitive advantage CHECK24 Hotel is interested in how AI-powered MarTech developments can help to better manage the customer journey from awareness to conversion and retention.

In this seminar, we will address the following topics related to the challenges of CHECK24 Hotel:

• Improving lead generation by targeting potential customers with the right messages at the right time
• Improving the online travel booking experience to enhance conversion
• Improving retention and fostering long-term customer relationships

To comprehensively address these topics, you and your team (3 to 4 students) will (i) identify best practices based on research and practice, (ii) conduct expert interviews with CHECK24 employees, and (iii) survey consumers to elicit their expectations.

Learning objectives

You will learn to recognize effective AI-driven MarTech strategies. Moreover, you will practice gathering insights from expert interviews and consumer surveys to deepen your understanding of customer journey management. Thus, you train your analytical skills. Additionally, the seminar intends to develop your academic writing, argumentation, presentation and communication skills.