Case Study: Alitalia achieves real-time customer experience optimization and industry-leading punctuality with Dynatrace

Alitalia cruises to a new altitude of customer experience with Dynatrace

Alitalia, Italy’s largest airline serving 22 million passengers with 4,000 flights a week to 81 destinations, needed to modernize after its legacy IT architecture could no longer support the carrier’s ambition to compete on customer experience. The airline moved to a hybrid, multicloud environment to innovate faster and meet rising passenger expectations, but required better visibility to prevent outages and poor user experiences.

By implementing Dynatrace, Alitalia gained real-time, AI-supported insights into customer journeys and the ability to replay sessions from the user perspective, enabling teams to anticipate and fix issues before they affect passengers. The platform drove continuous optimization, shifted IT into a business-enabling function, improved conversions and user experience, and helped transform Alitalia’s reputation into one of the most punctual airlines in the world.

Alitalia

Roberto Tundo

Chief Information and Technology Officer