The No. 1  Customer Experience Event in Australia & NZ - is going virtual!

Essential Free-to Attend Tracks: 21-22 September 2020
Premium Main Event Tracks: 21-22 September 2020
Premium Workshop Day 20 September 2020

Emil Begovic

Head of Customer Experience Management – Service Recovery Lufthansa Group – Germany

Essential Track Day Two: 22 September 2020

Tuesday, September 22nd, 2020

9:40 AM Insights Into How Lufthansa Group Has Combatted Disruptions To The Aviation industry and Prioritised CX Throughout The Organisation

Customer Centricity became a key discipline for global companies over the past years. With the impact of COVID-19 this has not changed – in fact, it has supported the setup and preparation for the New Tomorrow. Emil, of Lufthansa Group, will present how to prepare the team for new ways of working with Design Thinking.


Key takeaways of the presentation:

  • Incorporating Design Thinking into the business
  • Introducing and fostering Design Thinking in company culture
  • Setup of Design Thinking community @ LH
  • Covid-19 shock - Aviation and LH Group
  • Seamless Travel and customer needs in New World of Travel
  • Project examples and new customer experience

Check out the incredible speaker line-up to see who will be joining Emil.

Download The Latest Agenda