IBM | Using The Cloud and Machine Learning To Enhance Customer Experience

Customer experience is a key competitive differentiator for airlines, and increasingly depends on digital channels. How could American Airlines meet its customers’ appetite for instant information and services?

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  • VENDOR
  • CUSTOMER
  • Within this specific case study, the customer was American Airlines; however, the applications of the paper go well beyond one customer.  The study can be of use to all those in the aerospace and mobility industry. 

  • SOLUTION
  • Working with IBM to migrate some of their key legacy customer-facing applications to VMware HCX on IBM Cloud, while simultaneously transforming them to a cloud-native based microservices architecture is enabling the world's largest airline to innovate faster in response to changing customer needs.

  • DATA COLLECTED
  • OPERATIONAL IMPACT
  • Impact #1

    Migrate: IBM’s comprehensive proposal addressed American’s immediate and long term operational concerns through a seamless migration of on-premise servers to IBM Cloud’s Infrastructure as a Service with VMware Cloud Foundation solution.

    Impact #2

    Transform: IBM also proposed to accelerate the transformation of American’s application development, organization and skills, based on its IBM Cloud Garage Method. As IBM and American jointly developed the new cloud-native apps in Cloud Foundry on IBM Public Cloud Platform as a Service, the old components would be retired.

    Impact #3

    Operate: The solution brings operations into the development squads, and leverages IBM’s Cloud Solutions Operations Center to provide 24-hour application support and management services, with the IBM team located both onsite at American’s location and at an IBM off-shore location.

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  • SOFTWARE
  • INDUSTRIES
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  • FUNCTIONS
  • Quality Assurance
  • ENABLED CAPABILITIES
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