Data Lakehouse and Customer Experience Platform for a Leisure Operator

The organisation, a national leisure operator undergoing significant expansion, required a robust and scalable ICT environment. Their existing infrastructure was siloed, preventing a 360-degree view of customer engagement and business performance. MXA was engaged to develop and implement a Data Lakehouse and Customer Experience Data Platform (CXDP), transforming their ICT resources into a coherent, data-driven ecosystem.

Key systems were siloed and not effectively integrated, preventing comprehensive analysis of business performance. The fragmentation hindered the organisation's ability to achieve a unified view of customer engagement and limited data-driven decision making during a critical expansion phase.

MXA executed a systematic five-phase process. We analysed the existing environment, led platform selection, and designed a best-practice medallion Data Lakehouse architecture. The core work involved substantial back-end software engineering: configuring the Data Lakehouse, engineering integrations with core systems, and writing, testing, and debugging ETL pipelines to ingest and prepare priority data sources. Concurrently, the CXDP was configured and integrated for customer segmentation and automation. We configured reporting workspaces, deployed automated customer flows and business dashboards, and conducted comprehensive training and handover.

The project successfully transformed the ICT environment. The implementation provided a centralised, reliable data source delivering a 360-degree view of customer engagement and business performance. Key achievements include successful integration of previously siloed systems, enhanced CRM functionalities enabling targeted and personalised marketing, and deployment of actionable business dashboards. The new infrastructure equipped the organisation to scale operations efficiently.