How Omio Used ROQAD to See the Full Cross-Device Customer Journey

The Challenge

Omio's travellers plan on desktop, book on mobile and manage trips in the app. Seen as separate users, the same person received too many messages, churn was hard to spot, and last-click attribution misread which channels worked.

The Approach

ROQAD connected Omio's users across mobile, desktop and app, giving Omio a single view of each journey. Behavioural signals on top of that view showed how and why people moved between devices.

How We Did It

1. 1

   Customer journey mapping across devices, combined with behavioural signal analysis to uncover motivations and decision patterns.

2. 2

   Channel evaluation beyond last-click attribution, with budget optimised on real journey behaviour.

3. 3

   Retention-focused insights to identify churn risk and strengthen long-term loyalty.

The Results

• Full visibility across mobile, desktop and app
• Better user-journey analytics
• Higher retention through reduced messaging overload
• More efficient attribution and marketing spend