Heike Birlenbach | SVP Customer Experience
Lufthansa

Heike Birlenbach, SVP Customer Experience, Lufthansa

Effective 1 January 2021 the Lufthansa Group has appointed Heike Birlenbach as Senior Vice President Customer Experience. In that context she is acting as the top customer ambassador within Lufthansa Group designing and being responsible for the overall customer experience. This includes Customer Strategy, Experience Design, Customer Servicing and Digital Interaction, moreover all product developments such as aircraft cabin or lounges worldwide. She leads a team of over 2500 employees around the globe. Before her move to Customer Experience Heike acted as SVP responsible for w orldwide sales for Lufthansa, Swiss, Austrian, Brussels Airlines and partly Eurowings with a total of 2000 employees on all continents around the world. In addition she was Chief Commercial Officer of Lufthansa Airline. Heike Birlenbach started her career with Lufthansa in 1990 and held a variety of Management positions in commercial, customer and operations roles in London, Amsterdam, Milan, Munich and at Lufthansa headquarters in Frankfurt. She holds a Master of Management from McGill University in Montreal, Canada.

Appearances:



World Aviation Festival Day 1 @ 12:25

How Lufthansa Group are taking customer centricity and digital interactions to the next level?

  • What are the latest customer trends that we are seeing following the pandemic and how can we be ready to meet new CX standards?
  • How is customer self-service, flexibility and self-control driving the development of the latest customer engagement tools and services?
  • How do we make sure to link digital & human interaction to create a personalized customer experience

World Aviation Festival Day 1 @ 12:55

CX Panel: Why delivering the digital customer experience is more important now even more than it has been ever before?

  • Where are the new areas of customer friction or struggle across the digital and mobile experience?
  • How does the current aviation CX model react to the realities of today?
  • 2020-2021 allowed us to offer more flexibility than we could have ever imagined – will that flexibility remain in place as re-emerge as an industry?
  • How will end-to-end partnerships develop in areas such as mobility, loyalty, retail and payments to help boost the customer experience across the whole journey?
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:18 GMT

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