Driving bookings during a pandemic takes ingenuity. ERGO used an individualized monthly e-newsletter to engage card members on a micro-level. Tech tools determined which benefits and messages resonated with customers, then content was tailored to their preferences, rather than corporate uniformity. All information focused on where someone was in the travel funnel: planning, booking or prep? The personal touch paid off: A 42%+ lift in click-to-open rate and a 26%+ lift in engagement. That delivered a 10x increase in bookings via AmexTravel.com.