SEATTLE — Delta Air Lines is working with Amazon Web Services (AWS) on the airline’s digital business transformation.
AWS will help Delta “unlock” technologies and streamline processes to help make the customer experience faster, smoother, and more secure, from the booking process to the flight experience.
Delta is building on AWS’ broad portfolio of cloud technologies and solutions to meet industry and regulatory requirements as well as the company’s drive for efficiency and reliability.
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With AWS, Delta is providing a secure infrastructure for timely data-driven insights.
Delta is also providing its employees with the opportunity to take part in training with the AWS Designated Virtual Trainer (DVT) program to increase cloud adoption and develop new client-facing and internal capabilities. Delta plans to scale the program across its global hubs to ensure employees around the world have access to in-person and online cloud skills training.
Under the agreement, the airline is working with AWS to modernize the core technology platforms that support its customer engagement center operations.
For instance, through Amazon Connect, customers who call Delta’s reservations and customer care specialists will have a more streamlined experience. Delta customer care specialists can respond in real time to customers with new online and text support.
Prior to the deal with AWS, Delta named Eric Phillips its first chief digital officer this spring. Phillips is focusing on customer interactions with digital tools and channels, including Delta.com and the Fly Delta app.
The airline’s collaboration with AWS extends beyond technology. Delta is also Amazon’s most preferred carrier, supporting Amazon’s business travel needs around the globe.
“Continuous innovation is at the core of Delta’s commitment to its customers,” said Matt Garman, SVP of sales, marketing, and global services, AWS.
“Delta is using AWS’ global infrastructure, proven operating expertise, and wide range of services to drive innovation in delivering superior customer service as well as enhancing efficiency and reliability across its global network.”
Delta is not just transforming its IT backbone, the airline is “rallying our entire organization to use leading technology to improve our customers’ travel experience in meaningful ways,” said Rahul Samant, EVP and CIO, Delta.
“Our work with AWS is one of many critical steps we’re taking to modernize our technology platform, empower our employees with the best tools available, and give customers even more control over the way they fly.”
AWS established partnerships with other leaders in the airline and aerospace industries in the last year: with Chicago-based United Airlines, which named AWS the carrier’s preferred cloud provider; and with Arlington, Virginia-based Boeing on aerospace design and manufacturing.
Delta also formed partnerships with other tech leaders in the last year: with Armonk, New York-based IBM to help eliminate unconscious bias in ads; and with Stockholm-based Spotify on a curated selection playlists and podcasts on Delta seat screens.
AWS in the cloud market
AWS held the No. 1 position in the cloud infrastructure market, with a 34% share in Q2 2022, ahead of Azure at No. 2 with 21% and Google Cloud at No. 3 with 10%, according to Statista.
The company reported revenue of $62.2 billion in 2021, according to Statista.
AWS’ cloud portfolio includes over 200 products, from networking, compute, and storage.
The growing cloud market
The global cloud computing market was valued at an estimated $483.98 billion in 2022, and it is projected to reach $1.55 trillion in 2030, with a compound annual growth rate (CAGR) of 15.7%, according to Grand View Research.
The market’s growth is being driven partly by emerging technologies, such as machine learning (ML) and artificial intelligence (AI) as well as infrastructure-as-a-service (IaaS), software-as-a-service (SaaS), and remote work.
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