Adobe Helps Lufthansa Lift Customer Experience of lh.com to New Heights

Customer Success

 

As tech­nol­o­gy rapid­ly improves and cus­tomer expec­ta­tions con­tin­ue to soar, Europe’s lead­ing air­line Lufthansa Group, is work­ing with Adobe to pro­vide cus­tomers with first-class tai­lored expe­ri­ences. Lufthansa is using Adobe to trans­form its glob­al dig­i­tal pres­ence, lh.com, across all plat­forms to offer a new lev­el of expe­ri­ence to its cus­tomers.

We want to offer new, excit­ing fea­tures to our cus­tomers soon­er and to the high­est qual­i­ty pos­si­ble,” said Karsten Krae­mer, Direc­tor Dig­i­tal Cus­tomer Group Por­tals, Lufthansa Group. “We want our cus­tomers to be able to access infor­ma­tive and inspir­ing con­tent any­where and on any device, so, for exam­ple, they can dis­cov­er every­thing from how to access wi-fi at the air­port, through to what the meal will be on their flight. We also mea­sure our suc­cess on a dai­ly basis, ensur­ing a high­ly respon­sive and per­son­al cus­tomer expe­ri­ence.”

Lufthansa has approx­i­mate­ly 400 edi­tors work­ing on more than 2,700 pages, serv­ing 114 coun­tries in 14 dif­fer­ent lan­guages and its web­site and app are con­stant­ly evolv­ing. With Adobe Expe­ri­ence Man­ag­er, part of Adobe Expe­ri­ence Cloud, Lufthansa can now rapid­ly deliv­er new fea­tures at scale across all devices, such as per­son­alised pre-flight infor­ma­tion, which serves pas­sen­gers with rel­e­vant and time­ly trav­el details to ensure their jour­ney is as smooth as pos­si­ble. With­in the next year, Lufthansa Group will also use Adobe tech­nol­o­gy to migrate SWISS and Aus­tri­an Air­lines to the same plat­form, ensur­ing an unri­valled lev­el of edi­to­r­i­al con­sis­ten­cy across all three air­lines.

Com­pe­ti­tion in the air­line indus­try for pas­sen­ger loy­al­ty is fierce, requir­ing world-class trav­el expe­ri­ences that begin well before arriv­ing at the air­port or mak­ing a reser­va­tion,” said Paul Rob­son, Pres­i­dent at Adobe EMEA. “Mul­ti-nation­al brands like Lufthansa Group, need a pro­gres­sive, per­son­alised and seam­less cus­tomer jour­ney that enables them to reach diverse mar­kets, at scale.”

Check out our inter­view with Lufthansa about how it is delight­ing its cus­tomers with per­son­alised expe­ri­ences:


Customer Success
Digital Europe

Posted on 09-11-2019


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