Lufthansa Group is on an investment drive in the areas of product customisation and digitisation. Between now and 2020, the Lufthansa Group will be investing a total of €500 million ($136 million) in innovations including the development and improvement of personalised digital offers across the group.
On her visit to Dubai for the first time as the newly-appointed senior vice-president sales Lufthansa Hub Airlines and chief commercial officer (CCO) Hub Frankfurt, Heike Birlenbach, says, “Lufthansa is gearing up to raise the bar in customers’ travel experience. As part of our investment drive, we initiated the roll out of our modern aircraft, and we continue to churn out ideas for innovative services – some of which are currently available, making Lufthansa Group fit for the future and living the digital age now. Our digitalisation and personalisation push puts us ahead of the competition and allows us to be the first choice for our passengers.
“At Lufthansa, we aim for a very strict cost control in internal process and efficiency so that we can invest into offering more individualised and personalised services to our customers in the whole travel chain. We believe this way we are fit for the future and we are always a step ahead not only in the industry, but also outside the industry,” says Birlenbach.
“Personalisation and customisation are key drivers for leisure and business travels. The convenience and seamlessness to go from point A to point B are big factors for travellers. In addition, we have an extensive network that covers many affluent destinations via the Lufthansa Group airlines such as Lufthansa German Airlines, Swiss International Air Lines, Austrian Airlines, Brussels Airlines and Eurowings. This is why at Lufthansa, we are constantly evolving to answer the needs of our travellers and making a more personalised and bespoke travel for them. With social media and digitisation a big part of our customers’ everyday lives, we also make sure to provide them their needs in this aspect,” said Karsten Zang, senior director, Gulf, I.R. Iran, Pakistan and Afghanistan, Lufthansa Group.
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