Episode 014 - Bringing Customers Back - Part 1

The pre-pandemic years were characterized by growth, tight schedules and congestions on the ground and up in the air, often resulting in poor operational stability. With the recovery to busier seasons ahead, enhancing operational performance is at the forefront of the to do list for all stakeholders. Our operations expert Sascha Vogel is outlining how operational stability can be achieved through effective collaboration between the aviation partners, and how continuous optimization and operationalization can re-instate trust in the aviation industry.   Moderator: Sebastian Kaiser – Consultant in the Solution Group Customer Experience Expert: Sascha Vogel – Senior Consultant in the Solution Group Infrastructure & Operations

Air cargo has become more digital in the past decade by initiatives like IATA’s eFreight program promoting the paperless transport of cargo. Yet, a huge potential for digitalization remains to be exploited by the industry. A major challenge is the lack of efficient data and information sharing between cargo stakeholders. In this episode, hosted by our moderator Sebastian Kaiser, our cargo expert Dominique Bayer shares her vision on a more digitalized air cargo industry.   Moderator: Sebastian Kaiser – Consultant in the Solution Group Customer Experience Expert: Dominique Bayer – Consultant in the Solution Group Infrastructure & Operations   01:24: How Digital is air cargo today? 03:18: Why is digitalization a challenge for the air cargo industry? 06:45: Prerequisites for digital air cargo 08:10: Measures to improve digitalization on an individual level 11:57: Stakeholder collaboration as a catalyst for digitalization 13:28: The vision of enhanced digitalization

Ground Operations resembles one of the key pillars in aviation. Lufthansa Consulting’s initiative “GO 2030 – Ground Operations 2030”, is the umbrella for various deep dives into five focus topics of Ground Operations. In this podcast episode, our expert Eric Kuhn presents the identified focus topics, major challenges of Ground Operations, as well as solutions to those challenges. Together with the new podcast host, Sebastian Kaiser, he also gives an outlook on how aviation mega trends will affect the future of Ground Operations.   Moderator: Sebastian Kaiser – Consultant in the Solution Group Customer Experience Expert: Eric Kuhn – Consultant in the Solution Group Infrastructure & Operations

In this episode, we discuss airline consolidation: something what aviation experts expect to intensify once COVID-19 standstill is over. What forms of airline operational integrations are common? What are the most important considerations, but also challenges when integrating airlines operationally? Our experts worked on operational integration projects in the past and share their experiences and learnings with the listeners.   Moderator: Dominique Bayer – Consultant and expert in crew management Guest: Martin Sedláček– Associate Partner and Head of Solution Group Flight Operations & Safety Management This episode includes: Introduction of guests: 01:41 Evidence of airline consolidation: 02:35 Forms of airline operational integration: 04:50 Key considerations: 06:25 Why integration projects can fail: 08:08 Challenges during integration projects: 10:00 Crew management during operational integration: 12:25 Recommendations for airline managers: 16:08

Podcast: Bringing Customers Back - Part 2 Lufthansa Consulting’s aviation experts share their perspective on the top four trends in customer experience and how they will matter on the way out of the Covid-19 crisis. What do customers need to regain trust in global travel in time of the pandemic? What do they expect in exchange for spending their money? In this episode, our listeners will find out how sustainability and personalized offers can be key for aviation stakeholders to win customers back. Contact Wolfgang Bublitz for your copy of the whitepaper: [email protected]   Moderator: Dominique Bayer – Consultant Experts: Wolfgang Bublitz – Associate Partner and Head of Solution Group Customer Experience Julian Wildtraut and Vera Aurbach – Associate Consultants in the Solution Group Customer Experience This episode includes: Third trend - sustainability: 01:37 Fourth trend – personalized offers: 04:54 Outlook for implementation of trends - 09:11

Lufthansa Consulting’s aviation experts share their perspective on the top four trends in customer experience and how they will matter on the way out of the Covid-19 crisis. What do customers need to regain trust in global travel in time of the pandemic? What do they expect in exchange for spending their money? In this episode, our listeners will find out how new health and hygiene measures complement the trend of the seamless travel journey and why both are of utmost importance to succeed in customer experience in aviation. Contact Wolfgang Bublitz for your copy of the whitepaper: [email protected]   Moderator: Dominique Bayer – Consultant Experts: Wolfgang Bublitz – Associate Partner and Head of Solution Group Customer Experience Julian Wildtraut and Vera Aurbach – Associate Consultants in the Solution Group Customer Experience This episode includes: Introduction of guests: 01:40 Methodology of trend study: 03:16 First trend - health and hygiene: 04:40 Second trend – seamless travel journey: 08:08

Aviation safety has always been of great importance. In this episode, our expert Ingo Lüschen is sharing his knowledge on the EASA’s Third-Country Operator (TCO) Concept, focusing on its increased importance today, its position in the global aviation safety network as well as the principles of the concept. The listeners will also get insights on the various areas in which Lufthansa Consulting is supporting air operators when applying for EASA’s TCO certificate. Moderator: Dominique Bayer – Consultant Expert: Ingo Lüschen – Managing Consultant and Expert in Aviation Safety Management This episode includes: Introduction of guest: 00:59’ Introduction and importance of TCO concept: 02:40’ Embeddedness of TCO in global aviation safety: 4:18’ Principles of the TCO Concept: 06:51’ The TCO Assessment: 08:38’ Lufthansa Consulting’s Support in the TCO process: 11:05’ Future outlook: Regulatory developments for UAVs: 15:19’

A future airport business model requires diversification towards many activities beyond the provision of infrastructure. Successful airport managers need to consider the volatile traffic developments including changed requirements and necessities of passenger. In this episode, learn how a wholistic approach in forecasting can facilitate to develop a successful airport business model. Moderator: Dominique Bayer – Consultant Experts: Arvind Chandrasekhar – Associate Partner and Head of Solution Group Network and Fleet Management Sascha Vogel – Consultant and Expert in Airport Operations & Management    This episode includes: 00:42 Introduction of our experts 02:00 Lufthansa Consulting’s approach to forecasting 05:08 Linking forecasting to airport business models 06:17 Understanding how passenger activity in the airport might change 07:28 The need for adapting airport business models 09:30 Infrastructure rightsizing for airports 11:31 Transformation and diversification of successful airport business models 14:48 What the ideal business model might look like  16:44 Recommended cycles for revisiting forecasts 18:40 Outlook for airport business transformations

Are you still working remotely, or did you already start collaborating virtually? Even though our work has shifted from the office towards our homes more than ever, many individuals and teams are still facing challenges when collaborating together virtually, especially in hybrid teams. In this episode, Nadine and Aman, lead organizers of the first virtual innovation challenge in aviation, are sharing their views, experiences and tips on managing remote work as well as planning and leading virtual workshops.  Moderator:  Dominique Bayer – Consultant Experts: Nadine Meichsner – Consultant at Lufthansa Consulting  Aman Bhattarai - Lead Analytics Consultant at zeroG  This episode includes: Introduction: 1:10 Our guests’ experiences with virtual collaboration: 2:51 Requirements for virtual collaboration and remote work: 04:53 * Teams, virtual culture and communication 05:34 * Tools: 08.34 * Techniques: 10:02 Challenges of virtual collaboration: 13:03 * Zoom Fatigue: 13:21  * Visibility: 15:34 * Interpersonal relationships: 17:26 * Hybrid Teams: 18:40 Outlook to the “New normal”: 21:20

The anyway volatile business environment of airlines is intensified by the COVID-19 crisis to an extreme. In this episode, our Airline Transformation Expert Lars Wendel explains why the traditional organizational setup of airlines does no longer fit today in the "New Normal” and why "off-the-shelf" organizational concepts are difficult to copy-paste to aviation. Learn about our experts’ novel approach on how to develop a future-ready and unique airline organization with an archetype approach to cluster organizational functions. Moderator: Dominique Bayer – Consultant Expert: Lars Wendel – Senior Consultant and Expert in Airline Transformation in the Solution Group Organization & Strategy