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Featured Customer Story

Delivering Delight on Every Journey: How Emirates Elevates Customer Experiences with Enterprise Data & Analytics Solutions

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Emirates is a global aviation leader and lifestyle luxury brand, serving millions of customers across 150+ countries.  

 

Committed to delivering “customer delight” at every stage of the journey, the airline leverages a unified data strategy to elevate guest experiences and set new standards in service. 

“Data is the new gold, and it’s a part of our DNA in every department. It is the central pillar that drives all the transformation we do today.”

Naveed Memon
Vice President of Enterprise Data & Analytics, Emirates
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Unifying Data to Power an Iconic Brand

A holistic data strategy is not just a luxury at Emirates—it is a necessary pillar of world-class hospitality and brand excellence.  

 

The iconic airline partnered with Strategy to centralize its data foundation and deliver a single source of truth, helping teams find innovative ways to deliver incredible customer journeys.  

 

Emirates applies data insights across various operations—analyzing booking patterns, delivering dynamic pricing across channels, planning proactive maintenance, and streamlining service schedules across its fleet.

Delivering World-Class Experiences with Data 

For Emirates, data is a strategic asset that helps optimize experiences, enhance safety, and elevate in-flight experiences. To harness data for more enterprise impact, Emirates needed to unify vast data volumes across multiple sources. 

 

Emirates consolidated around 10,000 data pipelines into a unified analytics platform, integrating dozens of enterprise data sources to deliver consistent, governed insights built on a central semantic layer. This created a single source of trusted insights for all analytics needs, made data products reusable, and enabled scalability across 12,000+ users globally. 

 

Emirates’ unified data ecosystem now powers descriptive and predictive analytics as well as machine learning models—unlocking tailored insights that drive customer-facing experiences and strategic decisions. 

“We compiled customer data and created a predictive model to recommend each passenger’s first meal of choice. At almost 95% accuracy, our solution reduced waste and increased customer satisfaction.”

Naveed Memon
Vice President of Enterprise Data & Analytics, Emirates
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Driving Business Impact with Trusted Data

The centralized data foundation empowers Emirates to continually raise the bar on customer satisfaction. It enables Emirates to predict behaviors and exceed customer expectations with data-driven insights.  
 

The enterprise analytics platform is at the heart of Emirates' unified data ecosystem—powering decision-making across customer journey optimization, commercial performance, and airport operations. With trusted data at their fingertips, leaders quickly make decisions that enhance service, boost efficiency, and drive growth. 
 

Looking ahead, the global aviation leader is exploring how cloud technologies and innovations like HyperIntelligence and AI-powered analytics can fuel additional breakthroughs—further enhancing customer experiences and redefining the future of travel. 

“We take pride in what we do. Every day, we serve our business to enhance data-driven decision-making across Emirates.”

Naveed Memon
Vice President of Enterprise Data & Analytics, Emirates

Driving Hospitality with Customer-Driven Analytics 

Explore how Emirates Airlines' holistic data strategy helps the luxury travel leader deliver world-class hospitality.

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Discover how Emirates leverages its data foundation, from predictive maintenance to tailored in-flight services, and discover how data powers its iconic brand.

 

Listen to this fireside chat with an Emirates data transformation leader and learn how the airline uses its Enterprise Data and Analytics platform to enable data-driven decisions. Hear why data leaders believe AI will accelerate productivity and operational efficiencies and continue to enhance customer experiences—ultimately redefining the future of travel.

When it comes to customer service, more insights mean better experiences.
Strategy connects your data, unlocks opportunities, and delivers personalized journeys.

Explore Strategy for Travel & Hospitality

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