Menu
News

Digital transformation defines customer relationship management

Digital transformation is of rising importance for the aviation industry. To keep up with increasing passenger demands, airlines and airports urgently need to expand their customer offerings with regard to digital services. Consequently, it is one of the main topics at this year’s Passenger Terminal Expo & Conference in Amsterdam from 14 -16 March, dealing with the most recent issues and innovations of the aviation business. Senior Consultant Georg Baust will represent Lufthansa Consulting at this event and will give a speech entitled “Don’t adapt, innovate – increase customer experience with digital transformation”

 In order to stay competitive it is key for airlines and airports to adjust to technological developments. As the customer journey and experience should always be the main focus of a successful business, an orientation towards customer needs and habits is essential. Nowadays, those needs are mostly influenced by the use of digital media. The task for airlines and airports is to create possibilities and solutions to embrace the potential of digitalization. 

 For instance, Lufthansa Consulting supported and accompanied the implementation of wireless internet connection to passenger-owned devices and inflight internet connectivity on long-haul as well as short-/medium haul flights for a major European airline client. The advantages of digital connectivity have significantly improved customer experience and enhance a sustainable revenue perspective. The successful interaction with customers provides customer loyalty with higher lifetime value. After all, only customer loyalty can assure long term profitability.