The German airline is putting control in the hands of its customers and data in the hands of its employees — all part of a digital transformation pivot to product-based IT, CIO Thomas Rückert says. Like many airlines, Lufthansa Group had its business upended by the COVID-19 pandemic. By April 2020, with travel bans proliferating, the airline suffered losses of €1 million per hour. Thomas Rückert, senior vice president and CIO of Lufthansa Group, says those early days of the pandemic laid bare that the airline’s digital solutions were not scalable. “The customers all had to go through flight disruptions, all had to go through service centers, which you couldn’t scale up in line with the need fast enough, so it made it very visible and tangible that self-service solutions are an absolute must improvement for the call centers,” Rückert says. Lufthansa’s customer experience (CX) strategy has three pillars, Rückert says: physical, service, and digital. Because Lufthansa’s business is moving people from place to place, the physical side of the customer experience is still the airline’s primary pillar. The company also prides itself on providing the best “service touch” it can to its customers. “You have the service touch […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
