“Etihad Airways, the national airline of the United Arab Emirates, and Cognizant (NASDAQ: CTSH), a leading provider of information technology, consulting, and business process outsourcing services, today announced a strategic agreement to drive digital transformation across the airline and its equity partners.
Under the three-year, multi-million dollar deal, Cognizant will help Etihad Airways define its digital strategy and reimagine the guest experience along with a guest’s travel journey across the group.
By bringing together its digital strategy, technology, industry and experiential design expertise, Cognizant will conduct a comprehensive study of Etihad Airways’ current business and technology footprint to outline and operationalise a best-in-class digital ecosystem, enabling multi-channel distribution, customer persona segmentation, and personalized marketing techniques.” – Cognizant
I will be adding further posts linked to this epic volume of work, as it became a labor of love that gave me such a buzz to the point of waking up at 2 am to start my day so I could complete sections on time…
Peter Baumgartner, Etihad Airways’ Chief Commercial Officer, 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.”
As this work unfolds over the space of a few months, I will revisit this post, and add additional links to demos, prototypes that I have crafted to form solutions for how the customer will engage went booking a trip, but first, what I know all the creative people are waiting for….
So please check my next posts and get to understand, the future of customer experience when thinking about booking a trip and how they might search, feel, or even engage with different devices in a different location and different stages of the day.