MONTREAL, Dec. 3, 2020 /CNW/ -- IBM Canada today announced
its collaboration with Air Canada, the country's largest airline,
on the recently launched Aeroplan program, which includes a new web
and mobile digital experience, designed and built in partnership
with IBM (NYSE: IBM).
IBM iX, the business design arm of IBM Services, began this
project with Air Canada in February
2020. With a combined team of IBM designers, developers and
consultants, collaborating with colleagues from Air Canada's
Digital team, the group completely rebuilt and transformed the web
and mobile interface, fully integrating Aeroplan into Air Canada's
digital properties. The result is a more personalized, flexible,
and intuitive design, delivering a truly rewarding loyalty
experience.
"Air Canada and IBM have a long history of collaboration on
digital and advanced technologies to address pressing business
challenges and increase customer satisfaction," said Claude Guay, President, IBM Canada. "As the
airline continues to innovate, we were pleased to co-create this
smarter digital experience for its customers."
"IBM iX is a great partner, and we're proud of their work to
deliver the new Aeroplan digital experience," said Mark Nasr, Vice President, Loyalty and
eCommerce, Air Canada. "After speaking with over 35,000 consumers
and employees, we benchmarked against loyalty programs from around
the globe. The results were clear—members expected more from
Aeroplan, and this led us to completely overhaul the digital
experience and its underlying infrastructure. IBM seamlessly
integrated their people into our joint Tech+Business Digital team,
delivering the transformation with an agile approach. This work
supported our efforts to build a truly responsive and flexible
program, enabling Aeroplan members to travel more and travel
better."
The integration of web and mobile makes it easier than ever
before for Aeroplan members to enroll, check their points
transactions, view their Elite Status benefits, book flight
rewards, and much more – delivering an improved loyalty experience
for Air Canada travellers. The solution is integrated with
Air Canada's cloud-based digital services to pull and connect
historical and real-time data from key systems within the company.
Air Canada's channels can now
provide a personalized and contextualized experience for
customers.
Air Canada and IBM iX used IBM
Design Thinking and the IBM Garage Methodology, along with real
customer input, to co-create the new user experience for the
loyalty program. As well, user testing provided key input
throughout the development cycle to make the mobile and web
experience more engaging and intuitive.
About IBM Canada
For more information about IBM
Canada, visit: www.ibm.com/ca-en
Media Contact:
Lorraine
Baldwin, IBM Canada: lorraine@ca.ibm.com
SOURCE IBM