Digital transformation takes flight: how Cognizant Netcentric helped Lufthansa Group soar to new heights
The context
The challenge
Impacting the digital travel experience
Lufthansa Group's Digital Hangar aimed to revolutionize the digital travel experience by enabling data-driven decisions across the organization. In order to achieve this ambitious goal, they were looking for a partner who could match their speed, scale, and vision, while providing the technical expertise to deliver exceptional results within time and budget constraints.
Key solutions
The data-driven strategy
Bringing a deep knowledge of digital analytics and data science, our team of consultants and engineers worked hand-in-hand with Lufthansa Group. By focusing on building a strong digital data foundation and providing personalized support tailored to Lufthansa Group's specific needs, we helped scaling up their transformation.
We implemented several key solutions that empowered Lufthansa Group's data analysts to enhance the entire customer experience. They were:
Data foundation: A robust framework provided the backbone for Lufthansa Group's data-driven initiatives, enabling them to accelerate informed decisions and deliver personalized experiences.
Large-scale feature rollouts and migrations: These initiatives streamlined processes and enhanced efficiency, enabling Lufthansa Group to leverage data for better insights.
Platform setup and consent manager: A strong platform and consent management system ensured that Lufthansa Group could collect, store, and utilize data even more responsibly and effectively.
The results
Lufthansa Group & Cognizant Netcentric’s collaboration
Lufthansa Group and Cognizant Netcentric set out on a journey to co-create solutions together, combining expertise and driving customer experience excellence forward together. Thanks to this collaborative approach, with teams working side-by-side, the solutions developed had a huge impact.
The Destination Finder tool, an example of this close collaboration and custom-designed for Lufthansa Group’s specific requirements, increased bookings significantly and attracted a wider audience. This best-in-class, inspirational product transformed the customer experience before, during and after booking, reinforcing Lufthansa Group’s position as a leader in data-driven, customer-centric innovation.
Additionally, the new Travel Experience solution, also co-created with Lufthansa Group, significantly reduced check-in challenges and streamlined the entire check-in and boarding process, leading to an increase in customer satisfaction while providing enhanced customer behavior insights for better service design.
By implementing these jointly developed solutions, Lufthansa Group improved operational efficiency and strengthened its digital travel experience, creating tangible benefits for both the organization and its customers.
Leveraging AI & GenAI technology
By partnering with our team at Cognizant Netcentric, Lufthansa Group was able to transform its organization, becoming more AI-driven thanks to our first GenAI-powered data solution in production. The group automated repetitive data tasks, achieving significant analyst capacity savings while streamlining compliance across analytics workflows to better meet data governance standards.
Our GenAI-powered solutions enabled Lufthansa Group’s teams to leverage real-time insights to make faster data-informed decisions, minimizing risks and maximizing opportunities.
The future & key takeaways
By partnering with us at Cognizant Netcentric, Lufthansa Group now has the right blend of people, skills, and technology to drive innovation and deliver exceptional customer experiences.
The combination of a strong data infrastructure and user-friendly tools has already created significant value for the airlines of the Lufthansa Group and its customers.
Cognizant's collaboration with Lufthansa Group showcases the power of digital transformation in the airline industry.
By leveraging data and technology while focusing on a customer-centric approach, Lufthansa Group has enhanced its operations, improved the customer experience, and positioned itself for continued success in the digital age.
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