As referral traffic from search engines and social networks continues to decline and the cost of paid acquisition soars, brands face increasing pressure to prioritize direct customer relationships. Building deeper engagement, driving repeat conversions, and fostering loyalty are essential strategies that contribute to higher customer lifetime value and sustainable business growth.
However, achieving these goals is challenging for many businesses. Siloed teams, disjointed channels, and fragmented data across various touchpoints hinder the creation of unified, contextually connected experiences that customers expect.
Airship’s New Capabilities for Unified Customer Experiences
Airship, a leader in mobile-first customer experience solutions, recently announced that its comprehensive Experience Platform capabilities, previously available only for apps, are now extended to the web. This development empowers customer-facing teams to create relevant, unified experiences across apps, websites, and multiple channels — all without requiring developer support.
These new features help brands drive customers to complete high-value actions by providing seamless and personalized interactions, improving overall customer engagement and satisfaction.
Key Solutions for Web and Non-Technical Teams
Airship’s platform brings several innovative tools to web marketers and non-technical staff, enabling them to optimize customer experiences more effectively:
- Experience Editor: A no-code tool that allows users to create and adapt flexible web and app experiences with native performance, accessibility, and measurement features.
- Scenes & Stories: Engages customers with immersive content to enhance onboarding, registration, adoption, and conversions.
- Surveys: Simplifies feedback collection, allowing businesses to gather insights on customer preferences and instantly use the data to create personalized experiences.
- Embedded Content: Dynamically personalizes multiple content blocks within apps and web pages, ensuring that even customers who typically ignore messages receive relevant value.
- Preference Centre: Empowers customers to control how, when, and where they receive communications across all channels on both websites and apps.
- Airship Journeys AI: Leverages generative AI and real-time customer intelligence to create cross-channel journeys with compelling content. This tool automates the design of customer experiences across Scenes and all Airship-supported channels, helping businesses achieve conversion and customer lifecycle goals.
- Experimentation: A/B and multivariate testing, feature flags, and holdout experiments allow businesses to optimize audience segments, journeys, features, experiences, and messaging.
Bridging the Omnichannel Gap
The ability to offer seamless customer experiences across multiple channels is critical for brands in today’s competitive landscape. As noted by Forrester Research in their April 2023 report, “Architect Beyond Web And Mobile For Digital Experiences,” brands that fail to deliver coherent experiences across all engagement channels will lose ground to their competitors.
Georgi Pepelyankov, Head of Marketing Transformation at Kindred Group, shared his perspective:
“With Airship’s no-code experiences, we can more effectively integrate customer messaging across our apps and websites, helping us ensure gambling remains a safe and enjoyable form of entertainment.”
The Power of Airship Journeys AI
As the number of customer touchpoints increases, creating intuitive and cohesive customer journeys has become more complex. Airship Journeys AI simplifies this process by using generative AI to create cross-channel journeys and messages, accelerating content creation and journey development.
Jessy Trengove, Chief Product Officer at Vinyl Group, emphasized the impact of this tool on their business:
“Airship Journeys AI can automatically generate content and journeys, accelerating our efforts to power various facets of the music ecosystem — from networking for creatives to ecommerce and events.”
Addressing the Challenges of Personalization
In today’s mobile-first world, delivering personalized, seamless customer experiences across channels is more important than ever. Yet, many brands struggle with siloed teams, disconnected data, and an increasing number of engagement channels. According to Brett Caine, CEO of Airship:
“Expanding our platform to the web allows companies to optimize content quickly, providing value to customers and capturing greater value for businesses.”
Caine highlights the need for brands to prioritize personalization and consistency, especially as competitors are just a click or tap away.
Adapting to Evolving Consumer Expectations
Consumer behaviors and preferences are constantly evolving, requiring marketers to adopt more agile strategies. A recent Forrester Research report, “Budget Planning Guide 2025: B2C Marketing Executives,” noted that nearly half of online adults in the UK and US wish that companies would use what they know about them to create more relevant experiences across all channels they use for shopping.
By incorporating Airship’s AI-powered solutions, brands can better meet these consumer demands and enhance their cross-channel customer experiences.
Join the Conversation: LinkedIn Live Event
To learn more about how industry leaders are overcoming the challenges of creating unified customer experiences, join the LinkedIn Live event, “From Fragmented to Fluid: How to Reconnect Mobile-First Customer Experience for 2025,” moderated by The Drum on October 8th. Sienne Veit, Founder and Chief Product Officer of Invisible Stuff, and Thomas Butta, Airship’s Chief Strategy & Marketing Officer, will lead a discussion offering valuable insights and practical advice for brands looking to optimize their customer experience strategies. Don’t miss out — register now!
Conclusion
Airship’s latest platform advancements represent a significant step forward for brands seeking to optimize customer experiences across all channels. By providing intuitive, no-code tools and AI-driven solutions, Airship is helping businesses stay agile, improve personalization, and drive greater customer engagement and loyalty.
By embracing these innovations, brands can overcome the challenges of fragmented customer data and disconnected channels, paving the way for sustained growth and success in today’s competitive landscape.