3 airlines. 17 million customer contacts. 1 Customer Service Community. This was the motto of the first Lufthansa Group Customer Service Conference; the 3-day event took place from the 11th to the 13th of March 2019 in the Lufthansa Training & Conference Centre in Seeheim, Germany. More than 250 colleagues from Lufthansa, Austrian Airlines, SWISS, Lufthansa InTouch, and external service providers came together. In a joint approach, they began shaping the future of the Lufthansa Group’s Customer Service. The conference marks a starting point for all customer service professionals to embark on a new journey.
“We are at a time where we can turn customer service into something special, into a service that differentiates us from other industries, but also from our competitors”, said Martin Apsel-von zur Gathen, Head of Product Management Passenger Servicing Lufthansa Group and host of the conference.
Customer centricity at centre stage: Harry Hohmeister, Member of the Executive Board and Chief Commercial Officer Network Airlines, outlines strategic focus points set by the Lufthansa Group for 2019.
This goal ties into the strategic objectives of the Lufthansa Group Executive Board of Directors, to further position the Lufthansa Group on the market in 2019. “We need to get to know Lufthansa Group customers better – for example their travel routines, their expectations from the product. Most importantly, we need to opt for a proactive approach across all touch-points and services”, outlined Harry Hohmeister, Member of the Executive Board & Chief Commercial Officer Network Airlines, when addressing the participants.
Insights into future strategies for customer service: Tobias Voegtlin, Head of Customer Servicing Operations and CEO Lufthansa InTouch.
“Being the first Customer Service Conference in the history of the Lufthansa Group, the event sets a strong statement”, said Tobias Voegtlin, Head of Customer Servicing Operations and CEO Lufthansa InTouch. Colleagues from all Lufthansa Group Airlines will form one Customer Service Community. They will work hand-in-hand regardless of which airline they are employed with.
The floor is open for questions: Martin Apsel-von zur Gathen, Tobias Voegtlin and Annette Mann (Head of Product Management On-Board & Passenger Services) are ready for an exchange with the participants.
“It’s our goal to build a virtual company across all three airlines”, emphasised Tobias Voegtlin. The first Lufthansa Group Customer Service Conference laid the foundation for collaboration across airlines. Annette Mann, Head of Product Management On-Board & Passenger Services, pointed out that it is vital to overcome our competitive ‘business unit’ attitude, and move towards a ‘partner thinking’ approach. “Our aim is to position the Lufthansa Group Customer Service in such a way that people will love flying with Lufthansa, Austrian, and Swiss even more”.
In future, colleagues from all Lufthansa Group Airlines will work together very closely to give our passengers what they truly deserve: A personalised, seamless, online and offline integrated travel experience.
During the packed three days, participants took part in interactive workshops and informative exhibition stands; topics included promising customer service initiatives and projects across all three airlines, from chatbots to new service apps and hands-on service solutions for passengers.
Keen to see some live impressions from the event? Watch our video!