{"id":3357,"date":"2022-04-26T15:17:51","date_gmt":"2022-04-26T15:17:51","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/de\/?p=3357"},"modified":"2022-11-21T16:31:38","modified_gmt":"2022-11-21T16:31:38","slug":"keynote-lufthansa-cx1-world-2021","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/de\/ressourcen\/keynote-lufthansa-cx1-world-2021\/","title":{"rendered":"Customer Experience bei der Lufthansa Gruppe"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1>Customer Experience bei der Lufthansa Gruppe<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p >Die Lufthansa Gruppe berichtet anhand von Praxisbeispielen, wie man lernen kann, kurzfristig auf Kundenbed\u00fcrfnisse zu reagieren.<\/p>\n\n\t\t\t\t\t\t\t\t\t\t<div class=\"buttons\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"#form\" class=\"button\">Jetzt anschauen<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"942\" height=\"482\" src=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/cx1-header-lufthansa.png\" class=\"attachment-full size-full\" alt=\"cx1-header-lufthansa\" srcset=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/cx1-header-lufthansa.png 942w, https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/cx1-header-lufthansa-300x154.png 300w, https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/cx1-header-lufthansa-768x393.png 768w\" sizes=\"auto, (max-width: 942px) 100vw, 942px\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-features  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">Key Facts<\/h2>\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr\">\n\t\t<div class=\"grid features\" style=\"grid-template-columns:repeat(3, 1fr);grid-gap: 0 30px;\">\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-users-class icon\"><\/i>\n\t\t\t\t<h5>Event<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">CX1 WORLD 2021<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-calendar-alt icon\"><\/i>\n\t\t\t\t<h5>Datum<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">22. September 2021<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-presentation icon\"><\/i>\n\t\t\t\t<h5>Thema<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">Kundenzentrierung<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-spalten  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"form\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>Jetzt die Aufzeichnung ansehen<\/h2>\n<h5 class=\"mb-2\">Customer Experience bei der Lufthansa Gruppe: Kurzfristig auf Kundenbed\u00fcrfnisse reagieren lernen<\/h5>\n<p>Eine Branche, die von der Pandemie insbesondere hart getroffen wurde, ist die Luftfahrt. In Deutschland flogen im Jahr 2020 rund 31,3 Millionen Menschen ab, im Vorjahr waren es noch 124,4 Millionen \u2013 die Zahl der bef\u00f6rderten Flugg\u00e4ste ging damit um 75 % zur\u00fcck.<\/p>\n<p>In ihrer Session gibt Heike Birlenbach, Senior Vice President Customer Experience bei der Lufthansa, einen generellen \u00dcberblick, wie die Lufthansa Gruppe das Thema Customer Experience angeht und wie das Unternehmen seine Prozesse angepasst hat, um auf die sich kurzfristig ver\u00e4ndernden Kundenbed\u00fcrfnisse in Zeiten von Corona zu reagieren. Sie berichtet dabei, wie die Lufthansa Gruppe mit Customer Journeys arbeitet, wie die Entwicklung unterschiedlicher Personas aussah, um unterschiedliche Kundenbed\u00fcrfnisse besser abbilden zu k\u00f6nnen und wie das Unternehmen sogenannte Customer Co-Creation Labs durchgef\u00fchrt hat, um neue Produkte und Services mit Kund:innen zusammen zu entwickeln.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-spalten  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 0.5fr 2fr\">\t\t\t\t\n\t\t\t\t<div class=\"col checklist\">\n\t\t\t\t\t<h3 class=\"h2 mb-3\">Das erwartet Sie:<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h3>\n<ul class=\"checkmark_list mb-4 mb-md-0\">\n<li><i class=\"fal fa-check fa-fw\"><\/i>Wie Lufthansa die Customer Journey zur Kundenzentrierung einsetzt<\/li>\n<li><i class=\"fal fa-check fa-fw\"><\/i>Auf welchem Wege Lufthansa Personas kreiiert und zur Verbesserung des Kundenerlebnisses einsetzt<\/li>\n<li><i class=\"fal fa-check fa-fw\"><\/i>Mit welchen Mitteln Lufthansa Kundenfeedback bereits fr\u00fch sammelt und integriert<\/li>\n<li><i class=\"fal fa-check fa-fw\"><\/i>Wie die Corona Pandemie Lufthansas Businessumfeld drastisch ver\u00e4ndert hat<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3147\" src=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/event-page-okmb-expectation-image.jpeg\" alt=\"event-page-okmb-expectation-image\" width=\"940\" height=\"676\" srcset=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/event-page-okmb-expectation-image.jpeg 940w, https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/event-page-okmb-expectation-image-300x216.jpeg 300w, https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/event-page-okmb-expectation-image-768x552.jpeg 768w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<link rel=\"stylesheet\" type=\"text\/css\" href=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.css\"\/>\n<script type=\"text\/javascript\" src=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.min.js\"><\/script>\n\n<section         class=\"block-speakers  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\t\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"section-title\">Die Speakerin<\/h2>          \t<div class=\"speakers slider-disabled \">\n\t\t\t\t\t\t\t\t\t<div class=\"speaker table\">\n\t\t\t\t\t\t<div class=\"left-side\" style=\"background-image:url('https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/cx1-2021-lufthansa-heike-birlenbach.jpeg')\"><\/div>\n\t\t\t\t\t\t<div class=\"right-side\">\n\t\t\t\t\t\t\t<h4>Heike Birlenbach<\/h4>\n\t\t\t\t\t\t\t<div class=\"position\">Senior Vice President Customer Experience<\/div>\n\t\t\t\t\t\t\t<p>Als SVP Customer Experience agiert Heike Birlenbach als Kundenbotschafterin und ist f\u00fcr das gesamte Kundenerlebnis verantwortlich. Dazu geh\u00f6ren Kundenstrategie, Experience Design und Produktentwicklungen in einem ein globalen Team von 2500 Mitarbeitenden. Zuvor war sie Chief Commercial Officer und verantwortlich f\u00fcr den weltweiten Vertrieb von Lufthansa, Swiss, Brussels Airlines etc.<\/p>\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"128\" height=\"72\" src=\"https:\/\/www.zenloop.com\/de\/wp-content\/uploads\/sites\/3\/2022\/04\/logo-lufthansa.png\" class=\"attachment-full size-full\" alt=\"logo-lufthansa\" \/>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Wie das Unternehmen Prozesse zur Befriedigung der Kundenbed\u00fcrfnisse angepasst hat<\/p>\n","protected":false},"author":2,"featured_media":3363,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[5,20],"tags":[10],"class_list":["post-3357","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-academy","category-ressourcen","tag-keynotes"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Experience bei der Lufthansa Gruppe [Aufzeichnung]<\/title>\n<meta name=\"description\" content=\"Die Lufthansa Gruppe berichtet auf der CX1 WORLD Conference anhand von Praxisbeispielen, wie man lernen kann, kurzfristig auf Kundenbed\u00fcrfnisse zu reagieren\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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