Flying towards more sustainable air travel

Cathay is Hong Kong's home and largest carrier that offers passenger and cargo flights to 74 destinations around the world and is ranked among the world's best airlines.

Cathay's vision is to be one of the world's greatest service brands and technology is a key enabler to help achieve this goal, impacting business operations, customer experience and employees. To continually improve its data capabilities, the company deployed ServiceNow since one of the most critical parts of Cathay's digital strategy is data.

With ServiceNow IT Service Management, ServiceNow IT Operations Management, Integrated Risk Management and AIOps, Cathay established a modern, centralised platform to manage IT services. It offers more visibility over processes, provides a structured approach to identify, assess and mitigate risks, and enables teams to be proactive in terms of monitoring early incident detection and faster recovery.

The ServiceNow Platform made data available to the right people in real time and optimised employee experience by automating repetitive tasks, workflows and approvals. Thanks to these new automation and orchestration capabilities, Cathay increased operational efficiency and minimised errors, resulting in cost savings and improved productivity. In addition, with ITOM and AIOps capabilities, Cathay anticipates reduced downtime and improved service availability. But most importantly, ServiceNow solutions has enabled self-service options and intuitive interfaces that increase employee experience and satisfaction, translating into better customer service.

Together with ServiceNow, Cathay will continue to explore new innovations and digital solutions to help enhance the experience of its customers and employees.