Airship Ushers in New Era Of Agility for Brands to Unify and Optimise End-to-End Customer Experiences Across Websites, Apps and All Channels

As referral traffic from search engines and social networks plummets and paid acquisition costs soar, brands must prioritise direct customer relationships to deepen engagement, drive repeat conversion and grow loyalty — factors that ultimately contribute to increased customer lifetime value and sustainable business growth.

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Unfortunately for most, this is a big challenge. Siloed teams, channels and data across a growing number of touchpoints make it difficult to provide the unified, contextually connected experiences customers demand.

To solve these challenges, mobile-first customer experience company Airship today announced that all of its Experience Platform capabilities developed for apps are now available on the web. This breakthrough enables customer-facing teams to more easily create relevant, unified customer experiences across apps, websites and all channels — driving customers to complete high-value actions without developer support.

Key solutions now available to web marketers and other non-technical staff include:

• Experience Editor: Create and adapt flexible and ever-expanding no-code web and app experiences with full native performance, accessibility and measurement, including:
  • Scenes & Stories: Captivate customers with rich, immersive content to drive onboarding, opt-in/registration, adoption and conversion.
  • Surveys: Effortlessly collect valuable feedback, interests and preferences out-of-the-box, and instantly use the data to fuel the next personalised experience.
  • Embedded Content: Dynamically personalise multiple content blocks of Scenes, Stories and Surveys embedded directly into app screens and web pages to offer relevant value to all customers, including those that typically ignore messages or pop-ups.
  • Preference Centre: Empower customers to select how, when and where they would like to be communicated with across all channels on both websites and apps.
• Airship Journeys AI: instantly generate journeys and compelling copy and imagery across Scenes and all Airship-supported channels, connecting web and app experiences with zero-party data collection to achieve your conversion and customer lifecycle goals.
• Experimentation: test and optimise the performance of every audience segment, journey, feature, experience and message with A/B & multivariate tests, feature flags and holdout experiments.

“We live in an omnichannel world, and mobile apps and APIs don’t exist in isolation. Brands engage with customers across an increasingly broad array of touchpoints … An enterprise will lose ground to the competition if it does not ensure customers and other users have coherent experiences as they move across engagement channels” (Forrester Research, Inc., “Architect Beyond Web And Mobile For Digital Experiences,” April 6, 2023).

“At Kindred, we’re committed to making gambling a safe and enjoyable form of entertainment with an ambition of generating zero revenue from harmful gambling,” said Georgi Pepelyankov, Head of Marketing Transformation, Kindred Group. “With Airship’s no-code experiences we can more effectively and seamlessly integrate customer messaging across our apps and websites.”

As customers adopt more channels, creating intuitive customer journeys has also become more difficult and time-consuming. Airship Journeys AI now taps into generative AI and real-time customer intelligence to automatically create cross-channel journeys with message and Scenes content at unprecedented speed and flexibility.

"To optimise customer experiences across channels and advance them through the lifecycle, I’ve relied on Airship Journeys for years to drive our critical business KPIs," said Jessy Trengove, Chief Product Officer, Vinyl Group. "Now, Airship Journeys AI can automatically generate both content and journeys themselves, which will help accelerate our vision of powering all facets of the music ecosystem — from our 'LinkedIn' for creatives and 'IMDb'-style music credits data for accurate payment, to ecommerce, publishing and events."

“It has never been more important to get mobile-first customer experience right, but for many it also has never been more difficult. Brands struggle with silos across teams, data and an ever-expanding number of channels, all of which lead to a lack of personalization and seamless continuity that turn off customers — especially when competitors are merely a click or tap away,” said Brett Caine, CEO, Airship. “By expanding Airship’s platform to the web and unlocking quick optimization of content everywhere, we’re enabling more companies to provide value to and capture greater value from their customers.”

“Ever-evolving consumer behaviours and preferences require marketers to build more agility into their marketing programs. In June 2024, nearly half of online adults in both the UK and US said they wished more companies would use what they know about them to create more-relevant experiences across all the channels they use to shop with them (Forrester Research, Inc., “Budget Planning Guide 2025: B2C Marketing Executives,” July 31, 2024).

Join the conversation

Learn how industry leaders overcome challenges of unifying customer experiences at a LinkedIn Live event moderated by The Drum this afternoon (on 8th October), "From Fragmented to Fluid: How to Reconnect Mobile-First Customer Experience for 2025." Founder and Chief Product Officer of Invisible Stuff (formerly CPO at Kingfisher) Sienne Veit and Airship’s Chief Strategy & Marketing Officer Thomas Butta will have a lively discussion sure to enlighten and provide practical advice. Register now!

About Airship

Airship helps brands master mobile-first customer experiences to build lasting relationships and accelerate business growth.

Since 2009, Airship has enabled thousands of the world’s leading brands to be at the forefront of the customer experience revolution with industry-first support for push notifications, in-app messages and mobile wallet boarding passes — all now the norm in elevating experiences everywhere.

Today, the Airship Experience Platform provides an end-to-end solution for unifying experiences across apps, websites and all channels, including email, SMS, mobile wallet and more. Its no-code Experience Editor and Journeys AI solutions enable marketers and product managers to get work done in minutes instead of months, capturing more value across the entire customer lifecycle without ongoing developer support.

With the Airship Experience Platform and App Store Optimization technology and expertise, brands now have a complete set of solutions to optimise the entire customer lifecycle – from the point of discovery to loyalty – driving greater value for everyone involved.

For more information, visit www.airship.com, read our blog or follow us on Twitter, LinkedIn and Facebook.

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