SVP Global Tech for Hotels
Cloud PMS Strategy Overview and Guest Technology
Lufthansa Group’s vision of how personalization and digital experience can create meaningful customer relationships and foster loyalty.
In this session, we will be going through the meaning of customer obsession and how to create a customer-obsessed organisation at scale. We will also visit the definitions and importance of TAM and CSAM roles, as well as the critical role of customer support in customer loyalty and retention.