Eurostar

Needs

Eurostar faced several major challenges as it entered a new era:

• The need to merge two large organizations (Eurostar and Thalys) into a unified group with a single digital identity and customer experience.

• An expiring data center contract that required the migration of dozens of critical systems-including Oracle E-Business Suite (EBS), financials, payroll, procurement, and HR records-to the cloud within six months.

• The imperative to modernize digital platforms for both customers and employees, improve accessibility, and drive operational efficiency.

• A strategic goal to reach 30 million passengers by 2030, requiring scalable, agile technology and world-class digital engagement.

Solution

Eurostar launched a wide-ranging digital transformation program, internally known as Project Delta, focusing on:

• Cloud Migration:
  With expert assistance, Eurostar migrated nearly 30 databases and dozens of applications-including the mission-critical Oracle EBS system-to AWS in just five months, ahead of schedule and on budget. This move provided 24/7 access, improved performance, and significant cost savings.

• Unified Digital Experience:
  The new Eurostar website and mobile app, launched in October 2023, unified the booking journey across all markets and languages, optimized 1,200+ URLs for SEO, and improved accessibility with over 5,000 test sessions, including by visually impaired staff.

• AI-Powered Revenue Management:
  In 2025, Eurostar began implementing CAYZN, an AI-driven revenue management solution, to optimize pricing, routes, and load factors, supporting profitability and sustainability goals.

• Advanced Technology & Sustainability:
  Eurostar introduced next-generation trains with 20% lower energy consumption, AI-powered predictive maintenance, and 5G-enabled onboard Wi-Fi. The company now operates entirely on renewable energy and is piloting hydrogen-powered and semi-autonomous train technologies.

• Employee Engagement:
  Special focus was placed on engaging Eurostar’s workforce-most of whom are based in stations and on trains-through change management and digital enablement, ensuring staff could deliver the best possible customer experience.

Achievements

• Cloud migration completed one month early, saving £3 million in capital expenditure over five years.

• System and service availability increased, with rapid deployment of new apps and features.

• Oracle EBS performance improved, eliminating user complaints and enabling faster financial and HR operations.

• Website conversion rate increased from 4.6% to 5.0%; Customer Effort Score improved from 80 to 83.

• Mobile app downloads and online sales rose significantly after the launch of the new digital platforms.

• Accessibility and inclusivity enhanced across digital and physical journeys.

• AI-powered revenue management set to go live in 2025, supporting Eurostar’s growth and sustainability ambitions.

Benefits

• Agility & Scalability:
  Eurostar can now rapidly scale digital services and respond to market changes.

• Customer Experience:
  A seamless, accessible, and personalized digital journey for millions of passengers.

• Operational Efficiency:
  Reduced costs, improved system performance, and streamlined internal processes.

• Sustainability:
  Lower energy consumption, renewable energy operations, and innovation in green technology.

• Future-Readiness:
  Cloud-based infrastructure and AI enable Eurostar to continue leading in European rail innovation.