100 million
unified customer profiles
99%
of customer interactions tied to unified profiles
1 million
over daily events processed
99%
system uptime achieved
Partners
JetBlue is the leading airline known for delivering exceptional customer experiences. We operate across 100-plus destinations in the U.S., Latin America and Europe. My team builds and maintains JetBlue’s operational data store in real time.
Recently, we modernized our customer data platform by implementing Informatica’s cloud MDM and Microsoft Azure. This allows us to create unified customer profiles, enabling more personalized experience and efficient operations.
[We] selected Informatica cloud MDM due to its integration capabilities with Azure. We successfully completed migration and currently our new MDM platform is fully operational, providing unified, reliable customer profiles at scale. We selected Informatica for its seamless Azure integration, robust data governance features, scalable performance and proven ability to manage large-scale, real-time data environments.
Informatica’s capabilities directly align with our strategic needs. Informatica’s MDM modernization program significantly streamlined our cloud migration, simplifying implementation and accelerating our project timeline. Our experience with Informatica support has been consistently positive. Their global support team provides quick and effective issue resolution, while their customer success and product teams proactively collaborate with us, ensuring we continuously derive maximum value from our MDM investment.
Looking ahead, our roadmaps include expanding the integration of real-time data sources, further leveraging Informatica’s analytics and AI driven capabilities for deeper insights and strengthening our data governance framework. This roadmap supports our continuous innovation, commitment to excellence and customer experience and operations.
Enhancing the JetBlue experience through data
Celebrating its 25th anniversary, JetBlue has built its reputation on exceptional customer service. Managing millions of daily customer interactions requires a reliable and scalable real-time data infrastructure.
“To deliver a seamless travel experience, our customer data must be accurate, accessible and highly secure,” says Tami Mahadevan, Senior Manager of IT Software Engineering at JetBlue. “This includes everything from bookings to service-related interactions and operational updates. A unified view of customer interactions allows us to streamline processes and enhance the overall customer experience.”
With operations spanning over 100 destinations in the U.S., Latin America and Europe, JetBlue encountered significant challenges with its legacy on-premises MDM system, including performance bottlenecks, data inconsistencies and frequent maintenance requirements. To address these issues, JetBlue sought a cloud-native MDM solution that could provide scalable, resilient infrastructure.
Laying the groundwork for scalable, real-Time customer data
JetBlue selected Informatica’s Intelligent Data Management Cloud (IDMC) for its comprehensive capabilities, seamless integration with Microsoft Azure and scalable architecture.
“Informatica’s solution felt like a natural extension of our existing ecosystem,” says Peterson Chiramel, Manager of Software Engineering at JetBlue. “It integrated smoothly with our Azure environment and provided robust data governance capabilities, significantly enhancing our ability to manage customer data.”
The migration was efficiently executed, with historical data transitioned ahead of schedule. Implementing Informatica MDM substantially improved system stability, effectively eliminating downtime.
“Our unified data strategy has become a foundation for innovation and directly supports our JetForward vision — to be loved and profitable for our crewmembers, customers and owners.”
“The stability and accuracy of our customer data have dramatically improved. We have eliminated the frequent outages and now have reliable profiles that our teams can confidently use."
"Informatica felt like a natural extension of our ecosystem. It integrated smoothly with our Azure environment and provided robust data governance capabilities, significantly enhancing our ability to manage customer data."
Building a foundation of trusted customer data
The new MDM platform enables JetBlue to maintain accurate, unified customer profiles using Informatica’s advanced match-merge technology, ensuring precise data matching even with variations in customer identifiers.
Key benefits include:
- 99% of interactions are now tied directly to a customer profile, greatly improving data completeness.
- Processing over one million daily transactions, including 700,000 deduplicated and integrated events.
- Real-time linkage of customer interactions across loyalty programs, bookings and customer service requests.
- “The stability and accuracy of our customer data have dramatically improved,” says Peterson Chiramel. “We have eliminated the frequent outages and now have reliable profiles that our teams can confidently use.”
Transforming customer interactions
With trusted data as the backbone, JetBlue has reimagined how it supports customers, at the airport, on the phone and through digital channels.
Some examples of this include:
- Personalized support: Customer support crew members can quickly access relevant customer history, reducing redundant questions and speeding resolution.
- Card applications: Instant validation of applications are linked to loyalty accounts through integration with banking partners.
- Enhanced marketing insights: Improved customer segmentation allows for targeted marketing and more relevant traveler offers, increasing engagement.
These improvements have contributed to overall customer satisfaction and operational efficiency, reinforcing JetBlue’s commitment to delivering a high-quality travel experience.
Looking ahead
With a robust, scalable data infrastructure in place, JetBlue is exploring further initiatives to enhance customer experience.
“Our unified data strategy has become a foundation for innovation and directly supports our JetForward vision — to be loved and profitable for our crewmembers, customers and owners,” explains Tami Mahadevan.
“As we evolve, we are confident our data management investments will enable reliable and caring service, strengthen our position as the best East Coast leisure network, deliver products and perks our customers value and secure a strong financial future.”
For other organizations considering similar transformations, Tami Mahadevan emphasizes the importance of a robust data strategy: “A modern, cloud-based MDM solution is essential for accurate, actionable customer data. Informatica’s expertise and support have been invaluable in this journey, ensuring a seamless transition and lasting improvements.”
A key factor in this successful transformation was the collaborative effort between JetBlue, Informatica and TCS. JetBlue’s modern data foundation is fueling future innovation, enabling the airline to respond faster, personalize services and scale with confidence.
Learn how modernizing to a cloud-based MDM solution is essential for unified, actionable customer data
