Utilising advances in machine learning to attribute segments to customers for tailored brand communication

Database Attribution - Holiday Traveller survey segments

CHALLENGE

Bonamy Finch created a two dimensional segmentation framework for TUI UK. The first dimension reflected consumers’ enduring relationship with the travel category, and the second dimension captured the needs that change from one holiday to the next. Attribution of these two segmentations to the customer database was essential to help implement a program of tailored communication and improved customer engagement.

 

SOLUTION

Used the learning data set from the customer survey – where we reviewed 9 million database records, added database proxy questions to the survey, and carefully considered the key dimensions that drove the segmentation.

 

Multiple machine learning algorithms tested for database attribution accuracy (predicted v actual segments on customer sample). An ensemble of 5 algorithms utilised to provide a very strong accuracy overall.

 

RESULT

Successful production of accurate attribution algorithms in R (statistical computing language used by TUI), with supporting documentation and deployment support.

 

TUI can now easily feed in new customers or new trips into the respective algorithms and generate a segment code, thus helping us to achieve the original project goals. The project has been so successful we are now working with TUI to roll out the approach to all other key markets.

Telescope illustrating Predictive Models research

PREDICTIVE MODELS

TUI logo
Quote mark

The feedback from very senior stakeholders has been overwhelmingly positive and there is generally a level of excitement around the potential of segmentation in the business.

 

Kate Sargent

GM Customer Insight & Analytics, Customer Experience, Insight & CRM, TUI UK

BACK TO CASE STUDIES

+44 (0)1932 808295

 

Coveham House

Downside Bridge Road

Cobham

Surrey

KT11 3EP

United Kingdom

Subscribe to newsletter

Bonamy Finch logo (white)

© Bonamy Finch Marketing Services Ltd 2018. all rights reserved.

Bonamy Finch is an official Market Research Society (MRS) Company Partner
Telescope illustrating Predictive Models research
Bonamy Finch is an official Market Research Society (MRS) Company Partner
Bonamy Finch logo (blue)
Telescope illustrating Predictive Models research
TUI logo
Quote mark

+44 (0)1932 808295

 

Coveham House, Downside Bridge Road, Cobham, Surrey,

KT11 3EP, United Kingdom

Bonamy Finch logo (white)
Clicking on 'OK' or using this website, you accept our privacy policy. OK