"Attending CCW means putting your customers first." 

05 - 08 October, 2020 | Amsterdam

Tobias Vögtlin

Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)

Lufthansa Group  

            (Industry): Aviation, (Employees): 120.000 (Consolidated Turnover): EUR 32 Billion.        

           

Since January 2019

Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)

 

·         Responsible for the Operations of all 13 in-house Lufthansa Group Service Centre

·         CEO role for Lufthansa InTouch 

Main Conference Day One

Tuesday, October 8th, 2019

12:30 PM Case study: How has Lufthansa InTouch turned into a profitable business by improving operations and reducing unit cost at the same time

5 years ago Lufthansa InTouch, the Competence Centre for Customer Service for the Lufthansa Group, were running at a loss with challenges to
achieve operational targets; In just 5 years, the group has overhauled their financial, commercial and customer operations infrastructure to catch
up on main KPIs, growing headcounts by 20% meanwhile turning into a profitable business! This case study will share key steps they have taken to
achieve this massive turnaround:
• Establishment of transparency on all financial and commercial aspects of the business
• Introduction of Commercial Steering for consistent business steering across the whole network
• Restructuring Customer Operations across the network for standardization and performance improvement
• Improving service level performance metrics and KPIs throughout increasing transactions

Check out the incredible speaker line-up to see who will be joining Tobias.

Download The Latest Agenda