SAUDIA, the national flag carrier of Saudi Arabia, has signed an agreement with global professional services firm Accenture paving the way for a digital transformation program that will make the airline’s guest experience seamless and highly personalized while improving operational efficiency.
Through this agreement, SAUDIA will use artificial intelligence technologies to significantly enhance its digital infrastructure and build more than 260 new digital and electronic services in two years.
SAUDIA’s guests will be able to enjoy more personalized services and a smooth travel experience possible across the entire travel cycle, from ticket search and booking to check-in, and from in-flight services to post-sale support.
All the digital systems developed by Accenture will be designed specifically for SAUDIA, increasing operational efficiency and reducing operational costs, thanks to a new enterprise-wide cloud-based data foundation.
This agreement will include several tracks to enhance SAUDIA’s guest value and help deliver the company’s strategic objectives.
Specific initiatives will include a digital experience studio, digital infrastructure decoupling that accelerates and de-risks digital transformation processes, modernization of technical systems, creation of a cloud data lake, and development of a smart guest care center.
Dr. Khaled Alhazmi, SAUDIA’s Vice President of Operations and IT Support, expressed the airline’s intention to revolutionize the way their guests select, purchase, and savor various leisure, business, and religious experiences.
With the assistance of Accenture, they aim to develop integrated and personalized journeys that offer highly relevant encounters through both digital platforms and human interactions.
This transformative approach will empower guests to easily customize their flights, obtain transit eVisas, and take advantage of novel self-service functionalities accessible across all digital channels.