Product-based IT fuels Lufthansa’s digital CX transformation

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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 m…

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