Name: Airship, formerly Urban Airship

Type: Customer Experience Platform, an intelligent, AI powered Customer Experience platform that unifies messaging, experiences, and data to accelerate customer loyalty and revenue growth.

Specialization: B2C Enterprise brands where mobile-first customer experiences are mission-critical to the business.

Founded: June 2009

Headquarters: San Francisco.  

Locations:  As of November 2025, Airship has offices in San Francisco, Portland, Santa Barbara, New York City, London, Paris, New Delhi, Munich, and Singapore.

CEO: Brett Caine (Oct 2014–current)

Category: Multi-channel Marketing Hub, Cross-channel Customer Experience, Cross-channel Marketing, Mobile Marketing Platform, AI- powered experience management for B2C brands, and App Store Optimization 

Recognitions: Airship Named in 2025 Gartner® Magic Quadrant™ for Multichannel Marketing Hubs, six-time recognized vendor in the Gartner Market Guide for Mobile Marketing Platforms (formerly known as the Gartner Magic Quadrant for Mobile Marketing Platforms 2018-2020)

Airship is the only mobile-first customer experience platform that empowers brands to build AI-powered cross-channel experiences that deliver measurable results at scale. For over 15 years, Airship has pioneered mobile innovation — from the industry-first push notification, mobile wallet pass, in-app messages, and now AI agents — delivering mobile expertise unmatched across industries and global markets. Airship enables product and marketing teams to launch AI-powered, unified and personalized experiences across app and web, turning ordinary customer interactions into repeatable conversions.

Airship is trusted by the world’s leading brands such as Alaska Airlines, BBC and The Home Depot for mobile-first expertise powering seamless, cross-channel customer experiences that drive business outcomes and earn customer loyalty. Airship multi-channel customer experience platform allows anyone to build, orchestrate and optimize hyper-personalized end to end customer experiences  across all channels — email, push notifications, SMS, RCS, mobile wallets and more — through to app and web experiences where conversion results in value. 

It starts with Airship’s market-leading app store optimization (ASO) solutions that promote app discovery and downloads. Then our AI-powered journey orchestration, content creation and experimentation solutions kick in — all no-code and highly flexible. Customer-facing teams can quickly design, deploy and iterate cohesive in-session experiences on the web and in the app. 

Customer experiences created and transformed through Airship are proven to translate into business value — loyalty and growth.

With the Airship Experience Platform (AXP), brands can create, test and adapt mobile-first customer experiences in the app and on the web once and deploy across all channels, ensuring unified and cohesive experiences wherever their customers choose to interact — all without a single line of code.  Engagement with Airship customer experiences translates into business value, loyalty and growth.

Airship’s modular network of AI agents accelerate marketing, product and growth teams efforts to continuously enrich customer data and rapidly launch experiments, optimizing every interaction and business outcome — from growing repeatable conversions and customer lifetime value, to fueling durable business growth.

Mobile-First Expertise:  Airship’s deep mobile expertise has included pioneering the first commercial push notification, the first in-app message, the first cross-platform mobile wallet passes, and the first Live Activities. Multi-channel Marketing where it matters.

Outcomes Obsessed: The only customer experience platform that truly understands how guide customers to conversion destinations (app and web) where loyalty is earned and revenue grows to drive exceptional ROI for Enterprise organizations

AI Innovation:  New Airship innovations go far beyond expanding mobile audience reach to tap into AI and truly scale content production and marketer’s productivity.

Mission-Critical Reliability: When seconds matter and failure isn’t an option, Airship delivers at speed and scale. 

Airship Powers Leading Enterprise Brands: Decades of market insights and experience launching journeys and campaigns with world’s leading brands.

The Airship Experience Platform drives increased retention, sustained loyalty and higher customer lifetime value for customers across industries. We currently offer flexible and hyper-personalized solutions for a range of industries, including travel, media, sports, finance, retail and telecom. We collaborate closely with customers in these spaces to understand their unique needs and address them in the evolution of our product. 

Airship works with leading Enterprise brands such as but not limited to:

• Alaska Airlines
• BBC
• The Home Depot
• Expensify
• McDonalds
• Paypal
• Air France KLM
• Accuweather
• Carrefour
• Chipotle
• Vodafone
• The Wall Street Journal
• Saks Fifth Avenue
• Allstate
• SXSW
• Orange
• Ulta Beauty
• Bol.
• TNT Sports
• CIMB
• Arte
• OneFootball
• Hawaiian Airlines
• US Open
• OPB
• SkyNews

A product management executive from a 3B-10B retailer noted in a Gartner Peer Insights™ review titled “Robust Platform Driving New Experiences and Increasing Engagement + Revenue,” that “Their [Airship’s] platform is incredibly robust and gives us the ability to drive many new experiences for our users, new channels for our marketing team, and ways to increase revenue by driving user behavior” (published April 1, 2025).

“With Airship, our team was able to build a new and innovative experience for our guests when they were actively engaged with our app, capturing valuable insights to deliver more tailored recommendations.”

Jodi Williams
Vice President of Ecommerce, Ulta Beauty

Airship integrates with a broad set of enterprise marketing, data, and analytics platforms to help brands build flexible, future proof customer experience stacks.

Airship connects with tools across the martech ecosystem such as CDPs, CRMs, cloud data platforms, personalization tools, and analytics systems so customer data and behavioral signals can flow seamlessly into Airship for activation and back out for measurement. This allows teams to tailor use cases to their business needs while working within their existing stack.

These integrations support real time, bi directional data flows that enable personalized push notifications, in app messages, Email, SMS, wallet passes, and app experiences while coordinating with other platforms as needed. This helps brands deliver relevant customer experiences at scale.

Mobile-first customer experience refers to an orchestrated set of interactions that consumers have with a brand on mobile devices, including  apps, websites, social media, email, SMS and more. The culmination of these interactions often determines how customers feel about a brand, making it important to prioritize delivering seamless, unified experiences across channels and understand that mobile is where your audience engages and converts.

A customer experience platform  helps companies create and deploy unified, hyper-personalized customer experiences that drive conversions on app and websites. Mobile sits at the center of the digital ecosystem with apps, web, email, social media and other channels converging in one place. As customer experiences become increasingly complex and fragmented, brands need a mobile-first customer experience platform — like the Airship Experience Platform — to create, manage, measure and optimize cross-channel mobile-first customer experiences. Cross-Channel Orchestration across multiple marketing channels, including mobile wallet, push notifications, SMS/MMS/RCS, in-app messages, and email converting at primary consumer touchpoints: mobile app and web.

Customer Relationship Management (CRM) platforms and Customer Engagement Management (CEM) platforms help brands create better customer experiences. While CRM solutions manage company interactions with existing and future clients, CEM solutions create customer experiences that increase customer loyalty, satisfaction and advocacy.

Mobile apps refer to the applications downloaded onto the device from the app store and can be accessed even offline. Mobile web refers to the collection of sites available on browsers. Some brands  use both mobile websites and apps to engage their customers, so it’s important to create a unified web and app experience to drive sustained loyalty and increase conversions.

In today’s mobile-first world, customers are frustrated by broken and disconnected customer experiences. Siloed teams, channels and data often get in the way. As the mobile ecosystem becomes more fragmented, brands should prioritize creating a unified web and app experience for customers. What they see from your brand in one channel should be contextually connected with what they see from you in other channels to improve engagement and build stronger connections with customers. 

Airship empowers you to quickly and powerfully build content and engage your customers consistently and personally wherever they engage your brand. Instead of losing new customers, you can create, test and adapt connected experiences in your app and on your website to consistently drive activation, education and promotions — all without a single line of code.

As more consumers reject blunt promotional marketing, Airship enables brands to build, test and deliver new cross-channel experiences that drive your objectives — from opt-ins, user registrations, purchases and feature adoption to reviews, survey responses and more.

User interface (UI) refers to the visual and interactive elements of a product or service, while user experience (UX) refers to a customer’s entire experience with a product or service, including how they feel about it. While UI is important, UX is often one of the greatest brand differentiators today — especially in the mobile ecosystem where consumers spend hours of their day.

The Airship Experience Platform (AXP) helps brands better understand their customers and deliver more meaningful customer experiences. This includes creating, building and deploying innovative interface elements like in-app surveys, push notifications, mobile wallets and more.

App user engagement refers to the interactions between mobile apps and their users. Brands often approach mobile as just another messaging channel. They drive customers to download with promotions or deep link them to a product page, but don’t nurture the full mobile app lifecycle. As a result, many get lost in the chasm between activation and engagement and don’t return after 7,15 or 30 days. 

Brands need to deliver unified mobile app and web experiences to keep customers engaged and nurture them through the full lifecycle, starting from the moment they download the app. There are a multitude of channels available for app user engagement, from email and SMS to surveys and mobile wallets. The Airship Experience Platform (AXP) allows brands to unlock new growth opportunities, drive customer loyalty and differentiate themselves in a crowded marketplace.

The Airship Experience Platform helps brands guide customers through the full mobile app lifecycle, from Acquisition and Activation to Engagement and Loyalty by enabling the following:

• Know your audience: Leverage first- and zero-party data to better understand your customers and deliver personalized messages that resonate.
• Deliver unified experiences across channels: Prioritize cross-channel journey orchestration to engage customers with the right process across all channels — apps, web, email, SMS and push notifications and more. 

Test and optimize: Perform A/B tests across different segments and quickly validate the effectiveness of your tactics to see what’s working (or not) and maximize engagement.

Brands should prioritize nurturing customers at every stage of the mobile lifecycle. App store optimization (ASO), effective onboarding experiences, cross-channel journey orchestration, personalization, and ongoing optimizations all contribute to customer interactions that drive repeatable conversions. The Airship Experience Platform provides an end-to-end solution for unifying experiences across channels and capturing value across the entire customer lifecycle.

Mobile app strategies should focus on growing the quality of customer experiences that deliver conversions, rather than simply growing the number of users overall. Downloads are important, but they only matter if users continue to engage with the app beyond install. Prioritizing an end-to-end mobile customer experience that fuels conversions and loyalty will help brands grow a high-value user base and translate into real results.

From app store optimization and  onboarding experiences to cross-channel journey orchestration and experimentation, brands need to deliver consistent, personalized experiences that guide customers through the full mobile lifecycle. The Airship Experience Platform brings together every element of the mobile-first customer experiences to help brands acquire and retain customers.

A push notification is an alert generated by a mobile app that is presented to customers when the app isn’t open. They often offer updates or promotional messages, such as a news flash alert, a sports score or an invitation to a flash sale. 

When a customer downloads an app on their device, it registers with the operating system’s push notification service. The app receives a unique identifier, which is sent to the app server. When the publisher wants to send a notification, they use their unique identifier to send a message to the push notification service, which delivers the message to the right devices.

It’s common for customers to forget about an app once they’ve downloaded it. A simple push notification can keep people engaged and active. Brands can send product updates or launches, special promotions, daily learning reminders or other industry-specific use cases. Push notifications allow brands to reach people wherever they are, at the exact moment it matters most, and bring them back to the app. Customers who receive push notifications in their first 90 days have a 3X higher app retention rate compared to those who do not.

Push notifications allow brands to directly reach customers rather than getting caught in spam filters or forgotten in an inbox. To be effective, they need to be carefully planned:

1. Personalize content: Include the recipient’s name and relate to their previous actions.
2. Consider timing: Push notifications should be sent based on a user’s activity and time zone.
3. Ensure relevance: Use data from a CRM system, Customer Engagement Platform (CEP) or your other resources to create relevant, targeted messages for individuals.
4. Be clear and concise: Make sure users can understand what a push notification is about and what action it requires from them at first glance. 
5. A/B test your messaging: Try out different messaging strategies for your audience segments to see which options resonate most.

In-app messages (also known as in-app notifications, in-app messaging and Message Centers) are messages delivered to customers while they are active in your mobile app. Used in conjunction with other messaging types such as push notifications, mobile wallet, email and SMS/RCS, in-app Scenes help brands deliver engaging, informative experiences within apps. They integrate seamlessly with the app to increase the reach and effectiveness of message delivery. Common use cases include onboarding, feature introduction, promotions and customer service messaging.

In-app messages differ from push notifications in that they are delivered within the app, while push notifications are delivered outside of the app. In-app messages typically have a greater impact than push notifications according to our 2023 Mobile Engagement Benchmarks, receiving 8X the direct response rates.

Yes, in-app messaging can and should be tailored to audience segments. Not every message is going to resonate with your entire customer base, and expectations for personalization are higher than ever. In-app messaging can be segmented to address unique needs and preferences. For instance, the US Open used location targeting and previous in-app behavior powered by the Airship Experience Platform to identify users near the event that showed recent purchase intent and target their messaging. Their in-app message segmentation resulted in a 32% conversion rate.

Airship Scenes represent the evolution of the Mobile App Experience, offering  no-code, native, and accessible app and web screens and flows that empower brands to move at the speed of their ideas. By bypassing traditional development cycles, marketers can instantly deploy rich, multi-screen stories that feel like a natural extension of the app’s design. Whether guiding a user through a personalized onboarding journey or capturing vital zero-party data through interactive surveys, Scenes transform passive browsing into active interactions. The platform’s strength lies in its adaptability; using branching logic and AI-driven design agents, it delivers real-time relevance that resonates with each individual user. From high-impact modals to embedded carousels, Scenes provide the flexibility to test, learn, and optimize without the friction of app store updates. The result is a more accessible, agile, and high-converting mobile ecosystem where brands can cultivate deeper loyalty and drive measurable growth through seamless, visually stunning digital experiences.

SMS (Short Message Service) is the universal standard for text messaging, allowing brands to reach virtually any mobile device with short, reliable updates. RCS (Rich Communication Services) is the modern evolution of SMS, upgrading the native inbox with app-like features — such as high-quality video, branded profiles and interactive buttons — without requiring users to download a separate app.

How does Airship support SMS and RCS marketing? Airship helps brands integrate SMS and RCS marketing into a seamless, mobile-first customer experience alongside channels like push notifications, mobile wallet and email. We enable you to orchestrate intelligent cross-channel journeys — automatically delivering rich, interactive RCS experiences to supported devices while ensuring reliable SMS delivery for everyone else. With support for two-way messaging and advanced segmentation, you can turn simple texts into engaging conversations.

Studies have shown that 98% of SMS messages are opened, and 90% are read within three minutes. The sheer visibility that SMS marketing offers is undeniable. What’s more, 75% of consumers have made purchases as a result of SMS marketing, so the business value is also clear. To deliver effective SMS marketing, brands need to consider how SMS messaging fits into the broader customer experience and optimize for the customers preferred channels in a multi-channel experience. Success is defined by consistency across channels, journey orchestration and ongoing optimizations to deliver optimal communication.

Email is one of the most used marketing channels for delivering information about products and promotions. Paired with other messaging channels, such as push notifications, mobile wallet, and SMS/RCS, it holds an important role in cross-channel communications and mobile-first strategies.

Airship helps email marketers craft compelling and seamless email content with its no-code Experience Editor. With Journeys AI, marketers can then automate and integrate email with other messaging channels to deliver a cohesive experience on the web, in apps and everywhere in between. Personalization, A/B testing, and performance tracking provide brands with tools to make the most of their email marketing. Brands that leverage our Email solutions see reduced opt-outs and greater customer satisfaction overall.

Yes, Airship offers advanced analytics and reporting to help brands measure the performance of key KPIs across SMS/RCS and Email campaigns with marketer-friendly dashboards to understand how, when, where and why your customers are engaging. The insights reveal opportunities to improve or course correct campaigns for better results. 

Beyond visibility, Airship’s Analytics provides consistent measurement across all channels from a single place so you can quickly determine which channels are delivering the most value. You can also create reporting templates that auto update as new performance results become available. 

Web notifications are sent to a customer via desktop and mobile web. They appear in the corner of the desktop screen or on a mobile device in a manner similar to push notifications delivered from apps. Web notifications are delivered when a browser is open — whether they’re on a brand’s website at that moment or not.

Similar to push notifications, web notifications help brands deliver information — product updates, breaking news, promotions and more — to draw customers back to their website. They allow brands to leverage the benefits of personalized, real-time communications, even if they don’t have an app, and drive higher engagement.

Web notifications allow brands to reach their customers with a direct message — whether they’re on the website at that moment or not. They encourage customers to return to a brand’s website and position them as top-of-mind in moments that matter. Segmentation also allows brands to tailor content to specific audiences, so that you can ensure your message resonates.

Yes, web notifications can be targeted to audiences segmented by behaviors and preferences to create more effective messaging. When web notifications are personalized based on past website interactions, customers are more likely to engage with them, resulting in higher web visits and conversion rates.

The term “mobile wallet” (also referred to as “digital wallet,” “wallet passes,” “wallet card,” or “mobile wallet passes”) describes content or information in the form of a wallet item or pass stored in the Apple Wallet or Google Wallet apps directly on a customer’s mobile device. It’s the digital equivalent of items in a physical wallet, like loyalty cards, coupons, business cards, tickets, credit cards and more. Customers can then easily access and use these passes whenever they need them without the use of physical cards or printouts.

Airship’s Mobile Wallet empowers brands to design, deliver and manage wallet passes to provide convenience and foster customer loyalty. It’s a powerful channel for engaging customers on mobile  with or without an app, providing digestible content with clickable links — such as URLs, locations and phone numbers — that create ongoing interaction and customer value.

Airship’s API seamlessly integrates with both Google and Apple wallets, allowing brands to send notifications directly to customers’ mobile wallets. Whether it’s flight updates, event reminders, special promotions or loyalty rewards, your customers receive timely updates right where they need them.

Mobile wallets are rarely forgotten because they’re stored on your consumer’s phone and provide brands with an easy way to reach 100% of their customers on mobile. According to a recent Airship/Sapio Research survey, a significant portion of smartphone users are interested in using digital wallets for various purposes.  Mobile wallets are also very effective and efficient for a business because a wallet pass can be easily created, managed and updated, reducing the cost of a physical card program by 10x-25x.

Airship Analytics offers a unified view of data across all your Airship channels from a single place. You can view app lifecycle performance from a single dashboard or feed your user-level insights to your own backend systems in real time. We provide performance analytics, real-time data streaming, predictive analytics and app health — all of the information you need to make data-backed decisions about your mobile experiences and optimize for better results. We also offer custom reporting templates that auto update as new performance results become available. 

Airship’s enterprise-grade performance analytics reveal how, when, where and why customers are connecting with your brand, so you can zero in on what’s working and optimize the experience accordingly. Our app health dashboard highlights key metrics, such as user growth, activation rates, engagement scores and retention rates, to measure the effectiveness of your mobile experiences. We also help you gain a complete, rationalized view of your customers and their behaviors, so you can deliver more value. Our predictive analytics empower brands to anticipate how and when they should engage with their customers for the best outcome.

Connecting customer data across all systems in real-time is essential for creating a seamless, unified customer experience. The Airship Experience Platform integrates with any system in your stack to enrich customer profiles, trigger high value moments and make smarter decisions. You can send data about customer behaviors taken on any Airship channels to your data warehouse or customer data platform to ensure you are operating based on the most accurate information.

Measuring your app’s retention rate is a must. Downloads reveal how successful your campaigns are in driving app traffic, but retention reveals whether your mobile experience is actually resonating with customers and keeping them engaged. Airship’s app health dashboard highlights key metrics such as user growth, activation rates, engagement scores, and retention rates, to measure the effectiveness of your mobile-first customer experiences.

Customer journey orchestration is the process of creating goal-driven customer experiences across channels, anticipating needs and delivering individualized value at every step. This can include a structured onboarding experience to activate customers, in-app messaging to encourage customers to take a specific action, predictive analytics to deliver the right message at the right time or all of the above.

Airship Journeys AI allows brands to instantly generate journeys and compelling copy and imagery across Scenes and all Airship-supported channels, connecting web and app experiences with zero-party data collection to achieve conversion and customer lifecycle goals.

Customer journey orchestration offers several benefits. By delivering more personalized and tailored experiences to customers, they are more likely to take action with your brand, leading to higher conversion rates. Orchestrated journeys also help customers accomplish their goals more quickly, improving overall customer satisfaction and brand loyalty.

Customers today expect highly personalized and targeted communications. With the Airship Experience Platform, you can quickly and easily combine information from Airship channels with external data feeds to create rich, interactive experiences. In the age of data deprecation, it’s important that brands prioritize building a strong zero- and first-party framework to personalize experiences. With Airship, brands can combine customers’ opt-in selections, real-time mobile behaviors and preferences to send recommendations uniquely fit for the audience.

It’s very easy to get started with Airship. You can sign up for a live demo today to learn how to create powerful mobile-first experiences that drive value for your customers and revenue for your brand. Learn more about our pricing plans to determine which makes the most sense for your business and its needs.

Airship’s Customer Experience  team collaborates closely with customers during the onboarding and beyond to educate them on the product, share updates and strategies, and ensure that our technology is helping you achieve your customer experience and conversion goals.

We also provide extensive learning resources. Our knowledge base covers all major mobile channels — web, email, SMS/RCS, digital wallet, and others. You can easily search to find an answer to a specific question or browse through content about a particular topic.

Our Documentation hub offers everything you need to know to make the most of the Airship Experience Platform. We create content for marketers, developers and product owners, so that anyone using our platform has the resources they need to find success. You can also get the latest insights from our Customer Experiences team to navigate our mobile-first world and deliver real results.

Integrity is one of our core values. We’re committed to protecting customer data across all of Airship’s operating environments. Standard security measures are enabled throughout the broader Airship platform, and include SOC 2 Type II, end-to-end encryption and multi-factor authentication single sign-on (MFA/SSO) with role-based access control (RBAC).  For more information, you can review our Security Measures.