Eurostar

Evolving customer expectations and an inability to clearly differentiate Eurostar's luxurious offerings.

Traditional marketing methods fell short in emotionally connecting with travelers and promoting upgrades and cross-sell opportunities.

Difficulty in conveying the excitement and luxury of Eurostar services, thereby driving purchasing decisions.

Conducted stakeholder workshops to understand brand messaging and service differentiators.

Led user interviews to uncover traveler needs and emotional triggers for purchase decisions.

Conducted competitive analysis to identify market opportunities and gaps in existing customer engagement strategies.

Developed a comprehensive VR platform allowing customers to "pre-experience" their Eurostar journey, showcasing train interiors, seating arrangements, and premium services such as lounges.

Delivered immersive 360-degree VR content featuring dynamic travel packages and destination overviews, enhancing emotional engagement and purchase incentives.

Integrated the VR solution with Eurostar's digital ecosystem, ensuring WCAG 2.0 AA compliance across devices, and incorporated advanced analytics for ongoing engagement and refinement.

Results included improved customer emotional connection, with increased likelihood of booking and upgrading services, thereby differentiating Eurostar from its competitors.

Enhanced brand visibility through customer sharing of VR experiences, boosting loyalty and repositioning Eurostar as a leader in travel innovation.

Provided insights through engagement analytics to further refine VR offerings over time, ensuring GDPR-compliant handling of customer data and aligning with data protection standards.