Tata Consultancy Services (TCS), (BSE: 532540, NSE: TCS) a leading global IT services, consulting and business solutions organisation, has announced that it has expanded its partnership with Virgin Atlantic, one of the UK’s leading airlines, to create innovative customer experiences.
The strategic technology partnership with TCS, which began in 2004, supporting back-end IT functions, now covers new technology programs on digital channels, contributing directly to Virgin Atlantic’s vision to be the world’s most loved travel company. TCS now touches every point of the customer journey – from the moment customers book a flight on the website to the moment they step off the plane.
TCS’ technology solution for a self-service baggage drop facility is helping Virgin Atlantic deliver a smoother airport experience for passengers at the Heathrow and Gatwick airports. The service now covers all Virgin Atlantic flights, and has processed more than two million bags since its launch. Another innovation is a cognitive chat-bot built by TCS, to provide instant responses to customer enquiries on the airline’s website, reducing the need to call the helpline for support.
Working with TCS to create a more agile technology landscape has enabled Virgin Atlantic to identify the next digital innovations, including real-time analysis of data, automated re-fuelling and various proofs of concepts in areas such as voice-enabled bookings.
“Customer experience is at the heart of digital transformation and at TCS, we have the contextual knowledge and digital expertise to ensure success,” said Arun Pradeep, Head, Travel, Transportation & Hospitality, UK & Europe, TCS. “We’ve made astounding progress in our 15-year partnership with Virgin Atlantic and we’re honoured to support its industry-leading digital transformations to make travel delightful for their customers.”
Ash Jokhoo, Chief Information Officer, Virgin Atlantic, said, “Through our strategic technology partnership with TCS, we’ve been able to transform the modern-day flight experience and make it easier to travel. We’re always striving for innovation and are looking forward to reaching the next step in our continuous journey to become the most loved travel company.”