Archive · 29 Jul 2025
Air India's Digital Transformation with Adobe
Imagine Air India, an old airplane company, getting a big makeover!
They're using computers and clever software from Adobe to make everything better.
This means a new website, apps, and even robots that help customers.
They are updating everything!
It's like giving the airline a super-powered brain and a shiny new look.
They want to be the best in the world by using the newest technology.
This is being led by smart leaders who are upgrading how people work.
It is hoped the changes will give everyone the best flying experience possible!
Air India is undergoing a digital transformation, aiming to become a customer-focused, digitally-enabled global airline.
Adobe is a key strategic technology partner, supplying solutions and collaborating with Air India on its digital reinvention.
Air India was named the global Adobe Experience Maker of the Year 2025, a first for an Indian airline.
The airline is rebuilding its digital touchpoints and backend systems with Adobe's Experience Cloud suite.
Air India is building intelligent customer agents using agentic AI to personalize the customer experience.
- Who
- Air India, led by Chief Digital and Technology Officer Satya Ramaswamy, and in partnership with Adobe.
- What
- Air India is undergoing a digital transformation in partnership with Adobe to improve customer experience and modernize its operations.
- When
- The digital transformation began after the Tata Group bought back Air India in early 2022.
- Where
- The transformation affects all aspects of Air India's operations globally, with key implementations happening in India.
- Why
- To reposition Air India as a customer-focused, digitally-enabled global airline, restoring it to its former glory.
Air India's View
External View
Impact on Employees
Air India's View
Air India's digital transformation will improve customer experiences
External View
It may face some challenges with change management of personnel
- Key Partner
- Adobe
- Transformation Goal
- Become a customer-focused, digitally-enabled global airline
- Digital Touchpoints
- Website, mobile app, in-flight entertainment, chatbot
- Award
- Global Adobe Experience Maker of the Year 2025
- AI Focus
- Agentic AI for personalized customer experience