Travel experiences start long before wheels-up and with the expectation of fluid digital experiences, customers now drive business change. When you’re one of the world’s oldest airlines, it becomes even more critical to be able to combine your heritage with a concerted focus on tomorrow. In 2016, Avianca’s new CEO stated a new direction: transform Avianca into “a digital company that flies airplanes.”
Avianca wanted to improve customer experience and employee productivity, so initially responded to this epic challenge by creating a series of Requests for Proposals, addressing clients, operations and enterprise.
We had already built a strong relationship with Avianca—10 years working with them as a trusted partner—and knew their business well enough to propose their vision had the best chance of success if it was managed as a single, integrated program. They agreed and chose us, and other partners, to deliver their digital transformation.