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Improving Customer Journey



  • Improving customer satisfaction, surpassing revenue per guest growth targets, and dramatically reducing marketing costs
  • Enabling a major Digital Transformation by utilising ELEMENT’s revolutionary Knowledge Graph technology and advanced pattern-matching to holistically represent customers and characterise segment behaviour according to guest interaction scenarios
  • Lowering Total Cost of Ownership by shifting to OPEX via cloud infrastructure and PaaS. Decreasing labour-intensive tasks by providing process-centric, AI-embedded applications

Improvement of a customer journey for a world-leading outdoor parks and recreation company, by refining its understanding of guests’ behaviours and interactions using information from IoT devices and public data sources



The company was unable to leverage its data assets to enhance customer journey, create personalised offerings, and drive revenue growth per visitor 

Despite an increase in park guests, the impact of intense competition was eroding guest satisfaction ratings

Neither the existing IT infrastructure nor other, alternative solutions were able to meet functional, scalability, time and budget requirements



  • Enhance guests’ experience according to personal preferences, providing a memorable vacations and reinforcing guest satisfaction
  • Gain comprehensive insights on guests using onsite IoT (Internet of Things) devices, tracking on-premise activity and enriching this data with public information regarding their social behaviour and demographics, to discover cross-sale and up-sale opportunities
  • Prioritise and tailor product offerings according to customer receptivity


  • Analysed a multitude of data types, including mobile application usage, credit card purchases, online/social activity and park & resort activity (geospatial and temporal data), using AI techniques including Natural Language Processing
  • Created an enriched profile of guests, continually enhanced during in-park and online visits based on customer segment characteristics, behaviours indicating interest, and scenario-based guest interactions
  • Deployed Machine Learning models to identify guest patterns (geo-temporal, purchase, etc.) and calculate correlation to scenario characteristics, allowing guests to receive personalised recommendations, promotions, discounts, etc.
  • Applied Knowledge Graph technology and Machine Learning to identify guests with similar backgrounds, behaviours and interests to more effectively direct services and special offers



Other Use Cases

Optimisation of on-air promotion for a large international TV network, utilising AI to automatically micro-segment customers and programming for advertising targeting [...]

Gaining an individualized understanding of a leading credit card issuer’s millions of card holders. Highlighting multiple, fresh and unique insights used for personalization, leveraging only internal data sources due to regulatory requirements [...]

Refinement of interactions with high net worth customers of a private banking and wealth management brand owned by one of the world’s largest banks, by deriving insights from open data sources, including journalism and social media[...]

Modernization of a tier-1 bank replacing multiple legacy systems with PaaS based applications – demonstrates multi-purpose, digital transformation inside a highly regulated data-intensive organization and as an OEM[...]

About BlackSwan Technologies

BlackSwan Technologies is reinventing enterprise software through Agile Intelligence for the Enterprise – a fusion of data, artificial intelligence, and cloud technologies that provides unparalleled business value. Our multi-tiered enterprise offerings include the award-winning platform-as-a-service, ELEMENT™, which enables organizations to build enterprise AI applications at scale for any domain quickly and at a fraction of the cost of alternatives. BlackSwan and its global partners also provide industry-proven applications that are ready-made and fully customisable for rapid ROI. These offerings are generating billions of dollars in economic value through digital transformation at renowned global brands. The private company maintains gravity centers in the UK, Europe, Israel, the US, and Sri Lanka.