EgyptAir has announced the signing of a cooperation agreement with Salesforce, one of the leading companies in customer relationship management (CRM) solutions, to implement and launch an AI-powered digital platform for managing customer interactions, enhancing the passenger experience across various touchpoints, data analytics and offering easier and faster services to travelers.
EgyptAir said the agreement represents the first phase of a comprehensive digital transformation project for its customer service system, from the website to mobile apps.
EgyptAir continues to implement a program to modernize its digital infrastructure, by developing its electronic channels and smart apps and applying an advanced global digital platform for managing the customer experience, enabling easier and more flexible services and strengthening effective communication with travelers at every stage of their journey.
The move is part of EgyptAir's vision to strengthen its reliance on modern technology and smart data in developing services, making the passenger experience more integrated from trip planning and booking, through pre-flight and in-flight services, to the post-flight stage.
The project aims to unify all customer touchpoints through an integrated digital platform, providing a comprehensive view of customers' needs and preferences and helping deliver more personalized services and faster response.
It also makes it possible to use advanced data analytics to develop the customer experience, strengthen marketing campaigns and loyalty programs, and link booking, sales and customer service systems in a unified digital system that supports performance efficiency and decision-making.
In this context, Captain Ahmed Adel, Chairman of EgyptAir Holding Company, stressed that developing digital services is among the company's priorities in the current phase, as part of its continuing efforts to keep pace with rapid developments in the global air transport industry. He noted that technology has become a key element in building easier and more flexible travel experiences and strengthening airlines' ability to meet customer needs more efficiently.
Adel added that the new platform will strengthen the company's ability to use data and smart analytics to develop its services and raise customer satisfaction and loyalty, as well as supporting its plans to offer innovative digital solutions in line with the best global experiences in air transport.
The platform will also support EgyptAir's ability to communicate proactively with customers in cases of flight delays, changes or cancellations, by providing faster and more accurate information, helping improve the management of operational situations and strengthen travelers' confidence.
Through this approach, EgyptAir affirms its commitment to continued investment in technology and innovation as key pillars for developing the national carrier's services and strengthening its regional and international competitiveness, offering a modern travel experience that puts the passenger first and keeps pace with the future of an aviation industry built on technology and innovation.
