Speaker Biograghy: Georg is an expert in customer experience strategies and digital transformation for aviation as well as other industries. He has consulted for various clients in different industries on customer experience and digital transformation. For the last two years he has focused on the aviation industry, including assignments for Lufthansa Passenger Airlines and the Lufthansa Group. He holds a degree (Diplom) in Information Engineering and Management from the University of Karlsruhe, Germany.


Day 3 - 16 March
Session: Customer Service & Passenger Experience

11:55 - 12:25 - Don’t adapt – innovate: increase customer experience with digital transformation
Synopsis: The aviation industry is turning to customer experience to stay ahead of the competition and attract new passengers. The dominant role of new digital technologies as levers to offer passengers a comfortable and satisfying journey is key to this transformation. However, the current (mis)understanding of digital transformation frequently results in a linear transition of complex and often inefficient processes into the digital world. The presentation will show the potential of using of new technologies to facilitate, rethink and fundamentally redesign processes. By challenging assumptions, it will show how digital transformation will reduce complexity, cut costs and deliver customer experience.

Audience will learn:

• How digital transformation will help reduce complexity
• Why challenging assumptions is key to customer experience
• Best practices in rethinking own processes and moving to a digital company