07 - 10 October, 2019
Beurs van Berlage, Amsterdam, Netherlands
Tobias Vögtlin, Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer at Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)
Lufthansa Global Tele Sales GmbH (Lufthansa InTouch) Logo

Tobias Vögtlin


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

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

Download The Latest Agenda

CCW Executive Club

Tuesday, October 8th, 2019


2:00 PM CCW Executive Club

Key topics to be covered:
• Managing growth and CX to drive the future of global service excellence
• Scaling for growth: Building a sustainable customer success programmeme
• Creating a new organisational perception of the call centre
• The tricky balance – bottom line impact and customer centricity
• Attract, recruit and retain the next generation of talent

Key sessions include:
How has Lufthansa InTouch turned from a loss making into a profitable business 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