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Enabling a new level of customer centricity in the Middle East

Today, in the highly competitive aviation environment, airlines and airports around the globe work hard to manage increasing and more diverse demands alongside the customer travel journey. Increased data sharing can contribute finding customer-focused solutions.

However, where to start? What is actually needed to successfully establish data sharing with another party? And, how can it be ensured that this will be a win-win for all stakeholders involved? 

First, it will be important to identify the relevant business requirements (“What would I like to achieve?” – “Which experiences do I want for my customers?”). Hence, identifying customer pain points along the travel journey helps to identify action fields and provides the basis for building customer-centric use cases.

A crucial success factor is managing cross-stakeholder complexity. Establishing a “trust framework” helps to generate a common understanding among all stakeholders, and supports an approach leading to a “win-win” in the multi-party sharing environment (e.g. airport, airline, third-party). Activities include defining roles and responsibilities and establishing common data-sharing guidelines. A prominent example in the market is Dubai International Airport, where forms of data sharing are used successfully to break up isolated data silos in order to improve air passenger experiences.

Lufthansa Consulting advises clients in both strategic and tactical questions towards becoming more customer centric and offers broad expertise in customer experience transformation, travel journey innovation, and business requirements engineering. Therefore, Lufthansa Consulting acts as a strategic enabler for creating prerequisites for successful data-driven business development and implementation of data sharing solutions.