Maciej Kowalówczany | Head of Customer Experience Strategy
LOT Polish Airlines

Maciej Kowalówczany is Head of Customer Experience Strategy at LOT Polish Airlines, responsible for shaping the airline’s passenger experience vision, developing CX strategy, and ensuring that new inflight and airport products meet both passenger expectations and business goals. He also leads CX research at LOT, delivering qualitative and quantitative insights that directly support strategic decision-making. Under his leadership, LOT’s first dedicated CX research unit transformed occasional surveys into a continuous post-flight feedback and customer satisfaction program with industry-leading response rates. Insights gathered through the program, combined with thorough work on customer experience audits, supported LOT’s successful journey to achieving the Skytrax 4-Star rating – a milestone made possible by the collective effort of many teams across the airline. Passionate about how cultural context shapes customer perceptions, he also works to embed a passenger-centric culture across the organization, ensuring that the voice of the customer is reflected in everyday decisions.