By Mohamed Attia
EgyptAir has announced the launch of an integrated digital transformation project in co-operation with Arcsen, Salesforce, and Sitecore, as part of the company’s strategy to develop its digital services and provide passengers with a smoother experience throughout their journey.
The signing ceremony was attended by Chairman and CEO of EgyptAir Holding Company, Ahmed Adel. The agreement was signed by Chairman of EgyptAir Airlines, Mohamed Alyan; Chairman of Arcsen, Mohamed Abdel Salam; Chief Operating Officer of Sitecore, Dave Tilbury; and Regional Director for Egypt at Salesforce, Mohamed Hegazy.
The ceremony was also attended by Assistant Chairman of EgyptAir Holding Company Sherif Khalil; several heads of EgyptAir subsidiaries; Head of the Information Technology Sector at EgyptAir Holding Company, Yasser Omran; and Head of the Commercial Sector at EgyptAir Airlines, Amr Adawy.
The project aims to upgrade EgyptAir’s website and mobile applications, enhance its Customer Relationship Management (CRM) system, and make use of artificial intelligence and data analytics to deliver faster, more flexible, and personalised services. It will also bring the airline’s digital communication channels together into a more integrated system.
As part of the project, Sitecore will provide advanced digital experience management solutions through its SitecoreAI platform. These solutions will enable EgyptAir to manage, customise, and deliver content across various digital channels, including its website, mobile applications, and other customer touchpoints. Artificial intelligence will also be used to support content creation, personalise communications, and improve digital experiences.
Salesforce solutions will help develop EgyptAir’s customer relationship management system, enabling the airline to gain a more comprehensive understanding of passenger needs, improve communication, and provide more personalised services through data analytics and AI-powered capabilities.
Arcsen will lead and implement the project in co-operation with EgyptAir, Sitecore, and Salesforce, ensuring integration across the various technological solutions and platforms. The company will help turn EgyptAir’s digital transformation vision into an integrated operational system that supports service development and improves the passenger experience.
Adel said the project is part of the Ministry of Civil Aviation’s strategy to advance digital transformation across all activities, with a focus on developing technological infrastructure, improving the efficiency of digital services, and providing passengers with a smoother and more interactive travel experience.
He added that the launch of the project marks an important step in EgyptAir’s digital transformation journey. It brings together the expertise and efforts of the airline’s teams and its technology partners, Arcsen, Sitecore, and Salesforce, to build an integrated digital system that supports service development and enhances the passenger experience throughout every stage of the journey.
