World2meet
360° Customer View Platform for Personalization
Industry: Hospitality & Tourism
World2meet (W2M), the travel division of Iberostar Group, operates one of Europe’s leading tourism platforms.
The company manages a broad ecosystem covering hotel management, flight bookings, direct sales, tour operators and inbound services. With rising customer expectations and scattered data sources, W2M saw the need for a unified customer view and modernized data activation across digital touchpoints and sales platforms.
Status quo
The challenge was to build a data model that delivers consistent customer information across all channels while integrating into diverse system environments.
In parallel, W2M needed to introduce modern data governance and management practices and support the integration of external data activation tools. Marketing and sales teams also required self-service functionality to enable agile, cross-channel campaign execution.
The challenge
CONVOTIS designed and implemented a Single Customer View model and replaced the legacy MDM system with a hub-and-spoke event-driven architecture using Azure and Snowflake.
Databricks, Kafka and Spring Boot were used to establish modern governance and data management practices. The solution also integrated customer platforms such as Treasure Data, Didomi, Dynamics and Actitivi—enabling real-time data activation and self-service functionality for omnichannel marketing.
The solution
The new platform enables a centralized and always up-to-date customer view across all business units.
Sales, service and marketing benefit from accurate segmentation, streamlined data delivery and omnichannel activation. Self-service tools increase operational efficiency, while consistent personalization and messaging drive measurable improvements in customer experience, conversion rates and long-term engagement.
The result
The new platform provides a centralized, always up-to-date customer view accessible across all business units. Marketing, sales, and customer service benefit from clear segmentation, automated data provisioning, and cross-channel activation.
Built-in self-service capabilities significantly improve internal efficiency. Personalized offers and relevant communications lead to a measurable uplift in customer experience, boosting both retention and conversion rates.
Technical
Highlights
Even complex projects can be summarised in clear technical terms. Key figures and distinctive features provide insight into the concrete implementation – measurable, tangible, and transparent.
- Single Customer View using event-driven architecture
- Hub-and-spoke integration with Azure and Snowflake
- MDM modernization with Databricks, Kafka, Spring Boot
- Integration of Treasure Data, Didomi, Dynamics, Actitivi
- Self-service platform for segmentation and campaigns
- Data governance framework for consistent usage
The new Customer 360° View platform enables personalized experiences and consistent omnichannel communication – powered by a centralized data foundation, self-service capabilities, and a measurable increase in conversion rates.
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