TCS expands partnership with Virgin Atlantic

Tata Consultancy Services, India’s largest IT-BPM company, has expanded its partnership with leading UK airline, Virgin Atlantic, to enhance customer experience through innovation.

November 11, 2019

TCS has widened its scope from supporting back-end IT functions to covering new technology programs on digital channels

The new solutions offered include a self-service baggage drop facility, a cognitive chat-bot for customer queries, and more

TCS digital solutions are aimed at creating a more agile technology landscape for improved efficiency at the British airliner

India’s software industry to be worth US$70-80 billion, creating direct and indirect employment for 3.5 million people by 2025

Tata Consultancy Services (TCS), India’s largest IT-BPM company, has expanded its existing partnership with leading UK airline, Virgin Atlantic, to enhance customer experience through innovation, according to a release from TCS on November 19. Since the partnership began in 2004, TCS has widened its scope from supporting back-end IT functions to covering new technology programs on digital channels, allowing them to improve every aspect of a customer’s journey. The latest strategic technology solutions include a self-service baggage drop facility, which has already processed over two million bags since its introduction, and a cognitive chat-bot designed to instantly respond to customer queries on the website. These solutions, built by TCS, are aimed at improving efficiency for the airline by helping customers save on time and effort.

Through the partnership, Virgin Atlantic has been able to prioritise the right innovations, such as real-time data analysis or automated refueling, to leverage digital solutions to create a more agile technology landscape for itself. TCS has enabled this digital transformation through its “contextual knowledge and digital expertise to ensure success,” according to Arun Pradeep, Head of Travel, Transportation & Hospitality, UK & Europe, TCS. In addition, Ash Jokhoo, Chief Information Officer, Virgin Atlantic, acknowledged the role of TCS in progressing their journey towards becoming the “most loved travel company.”

The expanded partnership is in line with India’s efforts to set up a software Industry worth US$70-80 billion, providing direct and indirect employment to around 3.5 million by 2025. Innovations such as cloud computing and AI will be a big enabler in transforming the IT sector from being a service-focused industry to an innovation-driven one, Additionally, national initiatives such as Digital India, Startup India, Skill India and Make in India have made technologies such as AI and cloud computing all the more relevant. Driven by state initiatives, the nation has emerged as a leading innovation destination for new-gen technologies with a rising number of Indian IT-BPM firms establishing foreign partnerships to offer innovations worldwide.