Changi Airport taps Accenture for traveller experience transformation

26 September 2022 2 min. read

Changi Airport Group has selected Accenture as its partner for a major traveller experience transformation, continuing a year long relationship between the two companies.

Currently the 18th busiest airport in the world, Changi Airport Group already is broadly considered one of the world’s top airports from a customer perspective – Singapore’s national airport has for instance been rated as one of ‘World’s Best Airports’ by Skytrax several times.

But with customer experience demands ever changing, and new technologies and innovations entering the fold, Changi Airport Group’s management is well aware of the need to continuously modernise its offering.

Jewel Changi Airport

“Changi Airport Group has always put our customers first; constantly enhancing the airport experience and pleasantly delighting our customers even when they are not travelling,” said Hung Jean, group senior vice president for Enterprise Digital Ecosystem & Business at Changi Airport Group (the manager of Singapore Changi Airport).

“In this next phase of our digital transformation journey, how we deliver the unique Changi experience, whether offline or online, to our customers remains key. Our vision is to build deeper relationships with our customers and strive to serve them even better through innovative and interactive digital solutions.”

Having worked with Accenture since 2019 on the establishment and development of a digital factory (known internally as DIVA – for digital, innovation, ventures and analytics), Changi Airport Group has again selected the global consulting firm for its traveller experience transformation.

Jean: “We are happy to extend our collaboration with Accenture, who has proven to be a valuable partner with the ability to combine innovative design capabilities with technology and industry expertise.”

Under the new agreement, the airport group and consultancy will work together to embed a range of emerging technologies – such as extended reality, machine learning, internet of things, edge computing and web3 – within traveller experience processes.

“Our goal is to leverage innovative technologies to seamlessly engage travellers at various touchpoints, from before they arrive at the airport to after they leave,” explained Jean.

A global leader in technology and digital innovation, Wee Wei Ng, country managing director for Accenture in Singapore, said that the firm’s team looks forward to the engagement and “sees many new possibilities to bring even more immersive collaborative, personalised and meaningful experiences to Changi Airport’s customers.”

Among the first initiatives already planned are: the roll-out of a new loyalty platform for customers, a centralised identity and access management solution to help improve data security and privacy (this will eliminate the need for customers to sign in through multiple accounts to access different applications), and a new web3 platform.