Etihad enlists Cognizant to deliver ‘personalised and seamless’ experiences

Etihad enlists Cognizant to deliver ‘personalised and seamless’ experiences

Etihad Airways has struck a deal with IT firm Cognizant to drive digital its “digital transformation”.

Under the three-year, multi-million dollar deal, Cognizant will help the United Arab Emirates national carrier “define its digital strategy and reimagine the guest experience” across the group.

Cognizant will conduct a comprehensive study of Etihad Airways’ current business and technology footprint to outline and create a best-in-class digital ecosystem, enabling multi-channel distribution, customer persona segmentation and personalised marketing techniques.

Through data and customer insights, Cognizant aims to enable Etihad Airways and its equity partners to better understand their guest’s needs.

The airline will provide users with customised offerings, tailored travel solutions and enhanced experiences throughout their journey based on their loyalty status and personal preferences.

For the airline, this means unlocking new revenue streams, enhancing its brand and building new commercial models.

Etihad Airways’ chief commercial officer, Peter Baumgartner, said: “Our guests are increasingly turning to digital channels to connect with us, and therefore we recognise the importance of delivering a personalised and seamless guest experience across all touch-points.

“The scope includes digital tools and data insights for our customer-facing staff to further enhance their ability to provide a more customised and personalised service to our guests.”

Francisco D’Souza, chief executive officer, Cognizant, added: “We are pleased to partner with Etihad Airways to create a world-class airline guest experience by harnessing the power of digital technologies.

“For Cognizant, digital means the ability to connect technology, data science, devices, design, and business strategy to transform processes and experiences.”

As part of the engagement, Cognizant will manage Etihad Airways’ existing web applications and portals and integrate them into the new digital platform.

A new Digital Centre of Excellence will be established to drive innovation with the airline’s key technology partners.

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