Presentation by numbirds at DSTNCMP 2025

Communication Throughout the Guest Journey

Targeted communication starts with relevant data. But the key question is: How can tourism organizations use their customer data more intelligently to build long-term relationships and make their campaigns measurably more successful?

Instead of focusing solely on acquiring new customers, NumBirds emphasizes the value of existing guest data. This data often goes unused, yet it holds great potential.

The foundation is a structured overview of existing data sources, data types, and their quality. Consistent data enrichment—for example, by using data from guest cards or interactions with the guest—leads to a 360° view of the guest. Ideally, this results in genuine personalization throughout the guest journey. From the initial contact through transactional emails to follow-up communications that strengthen loyalty, a customer experience is created that builds loyalty without overwhelming the guest.

If you interpret data correctly, you can communicate more effectively

The focus here is not only on the “what,” but above all on the “how”: segmentation, permission management, and dynamic content transform mass emails into conversations that drive conversions. NumBirds raises awareness of technical and organizational requirements—and uses concrete use cases to demonstrate which strategies are truly effective.

Those who interpret data correctly can communicate more effectively. And those who communicate more effectively build genuine connections. Customer data is not an end in itself, but rather the key to relevant communication —one that is efficient, empathetic, and measurably successful.