The Lufthansa Group has declared 2017 the Year of the digital Airline. For the premium airline brands within the Group, Lufthansa, SWISS and Austrian Airlines this brought the challenge of defining a premium digital customer experience and how it interfaces with the physical and emotional aspects of the travel experience.
In this keynote address David Doyle, Director Personalized Customer Experience will share insights into the challenges and successes they have experienced in redefining a premium customer experience, delivering true personalisation along the customer journey and in fostering innovation. He will ask the question how established brands can keep up with the accelerating expectations of customers being set by agile start-ups in other industries.
David Doyle, Director, Personalised Customer Experience, Lufthansa