Emil Begovic

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

Conference Day One: Monday, 21st September 2020

Monday, September 21st, 2020

9:00 AM OPENING INTERNATIONAL KEYNOTE: Utilising Design Thinking Methodology to Develop a New Tool To Create A Self-Service Experience for Lufthansa Groups 142 Million Yearly Customers.

Europe’s largest airline, Lufthansa Group, welcomed 142 million passengers in the year of 2018, which was an 8.4% increase in passengers from 2017. Averaging 11 million passengers, across 271 destinations in 105 countries, Lufthansa Group has completely re-designed their customer approach, becoming a more customer-centric organisation that differentiates itself from other airlines through its CX platform. Emil Begovic, Head of Customer Experience Management for Lufthansa, will discuss how he adopted the design thinking methodology to redesign the company’s CX program through developing a tool that creates a more automated, self-servicing approach for passengers, with the goal of relieving the stress of travel, cutting down travel times, and creating more ease for passengers.

  • Understanding the customer journey through mapping their experience from the moment they depart to the moment they arrive at their destination.
  • Identifying pain points for customers throughout their journey and developing a strategy/roadmap that will prioritise the areas, which decrease the overall customer experience.
  • Utilising the customer POV to evaluate the areas of the customer journey that require investment such as online booking, overnight stay accommodation, flight delays and cancellation assistance, and collecting boarding passes/bag drop.

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

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