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Airline Takes Flight with Streamlined Content Management from Creative Folks

Discover how a major airline streamlined content management and enhanced customer experience using a headless and modularised approach to content.

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A leading airline enhanced customer experience and operational efficiency by adopting a headless and modularised approach to content.

Follow the transformative journey of a leading airline, showcasing how Creative Folks redesigned the content structure, configured workflows for localisation and personalisation and implemented a modern omnichannel content platform to revolutionise content operations on a global scale. 

From reducing operational overhead to accelerating content updates across regions, the new modularised approach to content management delivered significant internal efficiency gains, higher customer engagement and increased marketing ROI.

“Creative Folks has revolutionised how we manage content across our global sites. Updates that once took days now take minutes, and our teams collaborate seamlessly across regions. We’re delivering up-to-the-minute, personalised content to passengers worldwide, and it’s truly elevated our customer experience.”

– Global Content Manager, Major Airline in the Asia Pacific region

Key Customer Outcomes

Reduced Operational Overhead

Leveraging modularised content through Content Hub, the airline can now dynamically deliver personalised messaging, significantly enhancing the user experience for the 4 million website and app users across the Asia-Pacific region.

Faster, Reliable Content Updates

Content updates are now made once and automatically published everywhere, ensuring consistency, accuracy, and timeliness without human effort or publishing delays. Operational content can be updated in response to events like airport rule changes or emergencies.

Functional Personalisation by Location

The system supports localisation across 16 regions and 8 languages by using rules-based templates instead of duplicating pages for each point of sale. The system dynamically serves content based on the user's location, delivering region-specific operational details.

Team Independence and Faster Delivery

Content and development teams now operate independently, and content changes no longer delay developers. Templates standardise layout and reduce the need for constant design input, resulting in faster deployment and more streamlined collaboration.

Editorial Control and Workflow Compliance

Tailored workflows support specific content types such as legals and FAQs, enabling real-time publishing and scheduled releases. This ensures consistency, regulatory compliance, and better control across all digital channels from a single content platform.

Marketing Manage Campaigns via the New Platform

The Sitecore Content Hub Content Operations module allows task planning and execution and centralises DAM functions and content creation tools for campaign and promotional collateral. It allows visibility across teams and ensures schedules are aligned with content updates.

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