Speaker Biograghy: Bjoern has more than 15 years' airline experience within different fields of product management, passenger experience, cargo operations, production planning and control, and IT. He holds a PhD in Airline Revenue Management and has published numerous articles in journals and at conferences. Within product management, he is responsible for all ground and digital passenger services of Lufthansa, Swiss and Austrian Airlines, including the airport services and lounges, check-in and gate areas, and premium services, as well as the digital customer services (kiosks, online and mobile) for the passenger and baggage experience. He is a member of the advisory board of FraCareS GmbH.


Day 2 - 21 March
Session: Customer Service & Passenger Experience

10:55 - 11:25 - Hospitality 4.0 – leveraging digitalisation for improved hospitality services
Synopsis: Hospitality, digitalisation and automation are not contradictory. With a smart service strategy they will support each other, aiming for improved passenger experience at lower unit cost. The presentation provides service examples to show how the ground strategy of Lufthansa, Swiss and Austrian Airlines leverages the opportunities.

Audience will learn:

• Digitalisation
• Hospitality
• Customer experience
• Ground services