Published on : Thursday, June 29, 2017
David Doyle who is the director of personalized customer experience, Lufthansa said at the Digital Travel Summit in a session entitled ‘Next generation customer experience’ that the airline had collaborated with the likes of IBM and Apple to boost its technology offering and particularly, for the airport and airline staff.
Doyle said that they have discovered that the passengers had better access to real-time information to a greater extent as compared to that enjoyed by the staff of the airlines.
He went on to add that Lufthansa was also working with different airports on digital suitcase technology with an aim to permit travellers to track the exact location of their luggage and beacons to upgrade the real-time information updates.
He said that Lufthansa’s ‘Smile’ program was making smart progress and it looks forward to offer a more holistic passenger experience with greater personalized services, communications and products.
He said that their key goal is relevance and the fact that context plays a great role.
Within the year 2020, they would want to make sure that artificial intelligence should be used for customer service channels.
In the month of April, Lufthansa Group had revealed its first NDC-enabled direct-connect solutions with Portman Clarity and Click Travel.