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Automation & Personalization
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Longing to Travel – Longing to Experience.


Longing to Travel – Longing to Experience.

Individual, well-timed communication to the customers and to the market. It’s sales but it’s also service. How it will be perceived is about timing and personal relevance.


The Task

Do you remember the time where we could travel by airplane? The introduction to our collaboration with Norwegian was a little different than usual. It was grounded during the beginning of the Corona Pandemic, and today it has just begun to sprout.

Both when shutting down and when, hopefully, it will open up again during the summer of 2021, there is a need for individual, well-timed communication to customers and the market.

Luckily, we can help. We hope that our work can help Norwegian – the most popular airline in the Nordic regions – to get back on track and return even stronger than before, even though it may take some time. 

The Solution

The work and solution that Dwarf does for Norwegian, is all about ‘automated dialogue’. We develop and maintain the complex customer Dialogue Program by Norwegian.

We think it's wild numbers. And that travel and leisure is placed where automated customer-dialogue really makes good sense.

For this reason, we have together with Norwegian, build more than 50 separate Dialogue Programs, where we try to target you and the 2,5 million other recipients who gave us permission for communication.

And this communication will be delivered to you, almost before you even discover how much you long for traveling, and hereafter, when you have a weak moment, you will be persuaded to buy a little extra catering or service.

That’s sales. But it is also service. It’s about timing and personal relevance.

The Result

The Dialog Program is a machine that handles 24 million transactional emails, 140 million are influenced, and 21 million unique users are visiting the Norwegian’s platform with 8 million bookings each year. Shortly said, the is an important part of the business model. We maintain and expand the machine so that a small effective marketing team can run all the communication effortlessly.



Thomas Schmidt

Director of Automation

Christian Hastrup

Marketing Automation Lead

Katja Elm Jensen

Marketing Automation Consultant

Rasmus Bidstrup

Marketing Automation Tech Lead

Jóhanna M. Niclassen

Marketing Automation Specialist

All dwarf profiles

Kristian Lodberg

Client Director

Manees Joakim Newton Nør

Client Service Director

Thomas Schmidt

Director of Automation

Caroline Madsen

Client Manager

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