Bengaluru: In a strategic move to elevate its customer engagement and accelerate business growth, Thomas Cook India, a prominent name in the travel and tourism industry, has partnered with MoEngage, a leading insights-led customer engagement platform.
The alliance is aimed at addressing key gaps in Thomas Cook’s previous engagement strategy by leveraging MoEngage’s advanced marketing technology capabilities. Through this collaboration, the brand intends to deliver hyper-personalized experiences across the customer journey—ultimately driving higher engagement and conversions.
Historically, Thomas Cook’s engagement efforts were managed by an agency focused predominantly on email marketing with limited personalization capabilities. Communications were largely restricted to basic personalization, such as customer names, and lacked behavioral targeting. The company also faced limitations in effectively segmenting its customer base and in engaging mobile app users with contextual experiences like app inboxes and customized home screens.
With MoEngage now on board, Thomas Cook is reshaping its approach to customer engagement—introducing data-driven personalization and dynamic content optimization across both web and mobile platforms.
Commenting on the development, Neeraj Singh Dev, Executive Vice President of E-commerce at Thomas Cook India Limited & SOTC Travel Ltd, said, “By leveraging MoEngage’s advanced personalization and analytics, we’re able to connect with customers at every stage of their journey, significantly enhancing their travel experience and nurturing lasting brand loyalty.”
The impact of this transformation is already evident. In November 2024, the brand saw a notable surge in bookings, generating approximately ₹1 crore in revenue as a direct result of enhanced marketing initiatives powered by MoEngage.
By utilizing MoEngage’s cutting-edge features—such as intelligent content optimization, personalized banners, advanced customer segmentation, and the Next Best Action predictor—Thomas Cook is set to deliver more relevant and timely interactions, while strengthening overall customer satisfaction and lifetime value.
“We are thrilled to be Thomas Cook’s preferred customer engagement partner in their journey of driving excellence in the highly competitive travel and hospitality industry. With the help of our future-ready and agile platform, Thomas Cook plans to overcome the limitations that arise from using legacy solutions, thus fostering stronger customer engagement and achieving tangible business outcomes,” said Narasimha Rao, General Manager (India & MEA) at MoEngage.
