Saudia, the national airline of Saudi Arabia, has entered into an agreement with Accenture, a global professional services firm, to initiate a digital transformation program. This program aims to enhance the airline’s customer experience by providing a seamless and personalised journey while improving operational efficiency.
Under this agreement, Saudia will leverage artificial intelligence technologies to significantly upgrade its digital infrastructure and introduce over 260 new digital and electronic services within two years. This will enable Saudia’s passengers to enjoy more personalised services and a smooth travel experience throughout the entire travel process, starting from ticket search and booking to check-in, in-flight services, and post-sale support.
Accenture will develop tailor-made digital systems exclusively for Saudia, leading to increased operational efficiency and reduced costs through the implementation of a new cloud-based data foundation that encompasses the entire organisation.
The agreement encompasses various initiatives that will enhance Saudia’s value proposition for its passengers and support the company’s strategic objectives. These initiatives include the establishment of a digital experience studio, the decoupling of digital infrastructure to accelerate and de-risk the transformation process, the modernisation of technical systems, the creation of a cloud data lake, and the development of a smart guest care center.
Dr. Khaled Alhazmi, Vice President of Operations and IT Support at Saudia, expressed the airline’s intention to reimagine how passengers select, purchase, and enjoy their travel experiences, whether for leisure, business, or religious purposes.
“With Accenture’s support, we will create seamless and curated journeys with hyper-relevant experiences across digital and human-driven interactions. Guests will be able to modify flights, purchase transit eVisas, and enjoy new self-service features across all digital channels,” he said.
Gerardo Canta, senior managing director at Accenture, stated that working with Saudia to realise its vision of providing a seamless and exceptional travel experience for its customers is an honour for them.
“Through this strategic collaboration, our primary aim is to enable Saudia to tap into the combined power of digital, cloud, and data, laying a strong foundation for continued innovation,” he said.
