REPLY
Lufthansa, one of Europe’s leading airlines, has embarked on a transformative journey to redefine customer engagement with the launch of an innovative Customer Insight Hub developed in collaboration with TD Reply. This cutting-edge portal enables advanced analytics leveraging specialised Large Language Models (LLM), to empower data-led strategies that refine the customer journey and ultimately optimise the customer experience.
This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240221817904/en/
The Lufthansa Group's new Customer Insight Hub makes it possible to better understand the needs, wishes and pain points of customers thanks to advanced analyses. All customer-related data like reviews, for example, is now collected centrally in this portal and is analyzed automatically with the help of Artificial Intelligence. (Photo: Business Wire)
This strategic project sees TD Reply harnessing the potential of generative AI to understand the expectations and preferences of travelers, thereby elevating the customer experience to a new level. Lufthansa’s countless interaction points with passengers, spanning from online reservations to in-flight engagement and post-travel feedback, provide valuable data to enhance service benchmarks.
At the heart of this initiative lies TD Reply's Customer Insight Hub, an automated nexus for the collection and analysis of customer-related information. The hub boasts an AI-based analytics engine using LLM that streamlines the assessment of customer feedback, automatically classifying it by topic, analysing the sentiment and synthetizing comprehensive customer satisfaction. The combination of qualitative and quantitative data provides a holistic view of the customer experience.
Moreover, the Customer Insight Hub’s integration with external data sources, such as media coverage, Google reviews, and market research, equip product and marketing managers with a comprehensive view of Lufthansa’s operational landscape. Utilising an array of predefined prompts, managers can command the system to generate summaries on specific topics or reports on customer acquisition and financial upturns. A conversational chatbot further enhances the platform allowing managers to do bespoke inquiries to deepen the understanding of consumer experiences. Incorporating previously untapped data sources consolidates a unified, enterprise-level knowledge repository, enabling Lufthansa to fine-tune its offering with customer needs.
Philipp Schilchegger, Head of Customer Insights at Lufthansa, concluded: "As a single point of access to comprehensive company data, the Customer Insight Hub facilitates internal collaboration and decision-making. Thanks to the partnership with TD Reply, we have a modern, data-driven basis for continuously improving our services, creating an optimal customer experience and thus retaining our customers in the long term".
Reply
Reply [EXM, STAR: REY] specialises in the design and implementation of solutions based on new communication channels and digital media. As a network of highly specialised companies, Reply defines and develops business models enabled by the new models of AI, big data, cloud computing, digital media and the internet of things. Reply delivers consulting, system integration and digital services to organisations across the telecom and media; industry and services; banking and insurance; and public sectors. www.reply.com
TD Reply
TD Reply is specialized in consulting around data-driven innovation services and marketing. TD Reply follows a data-based and implementation-oriented approach to drive organizational change. At its locations in Berlin, Munich and Beijing, developers, analysts, designers, consultants, visualizers and futurologists use data to make companies more customer-oriented and close the gaps between product development, communication and sales. www.tdreply.de/en/
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240221817904/en/
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Nippon Electric Glass to Start World’s First Mass Production of Low-Carbon Pharmaceutical Glass Tubing Using an All-Electric Furnace16.12.2025 03:00:00 CET | Press release
Nippon Electric Glass Co., Ltd. (NEG)(TOKYO:5214), a global leader in specialty glass headquartered in Otsu, Japan, announced it will begin the world’s first mass production of pharmaceutical-grade glass tubing using an all-electric melting furnace. Commercial production is scheduled to start in December 2025 at its subsidiary in Selangor, Malaysia. This breakthrough introduces a new manufacturing model for pharmaceutical packaging. By combining NEG’s proprietary all-electric melting technology with renewable energy, CO2 emissions from glass tubing production can be reduced by up to 90%*1 compared with conventional fossil-fuel combustion furnaces. This positions NEG as a major supplier capable of delivering both high-performance borosilicate glass and a significantly lower carbon footprint, directly addressing global sustainability demands from pharmaceutical companies and regulators. NEG is a leading global supplier of arsenic-free, environmentally friendly borosilicate glass tubing f
Esco Aster Signs Exosome Clinical cGMP Manufacturing Contract With Shine-On Biomedical For A Novel First-In-Class HLA-G Targeting Exosome Drug Delivery Platform16.12.2025 02:00:00 CET | Press release
Esco Aster, a vertically integrated cell and derivatives CRDMO based at JTC LaunchPad Singapore, announced CMC manufacturing support for Shine-On Biomedical’s HLA-G targeted exosome program. Shine-On Biomedical sponsored Esco Aster in 2023 for cGMP services, starting with high-yield exosome development using Esco Aster’s cell line platform. The technical reports of process, analytical, and formulation development, exosome drug loading, GMP engineering runs, and stability studies supported Shine-On’s IND submission. The IND was cleared by the U.S. FDA in Q1 2025. Furthermore, Esco Aster is providing technical services for exploratory exosome loading feasibility studies per Shine-On’s instruction. Shine-On Biomedical is an emerging innovator in exosome-based drug delivery. ShineOn’s proprietary product, SOB100, a HLA-G targeted exosome drug delivery carrier, has passed the U.S. FDA IND review and ongoing Phase I study, making it as a first-in-class–potential HLA-G targeted exosome platfo
Civil Air Patrol Expands Fleet With 15 New Cessna Aircraft to Support Lifesaving and Community Missions15.12.2025 17:00:00 CET | Press release
Latest deliveries bring CAP’s Cessna fleet to more than 500 aircraft nationwide Textron Aviation Inc., a Textron Inc. (NYSE: TXT) company, announced today that Civil Air Patrol (CAP), the world’s largest operator of Cessna aircraft, is strengthening its national mission capabilities with an order for 15 additional piston-engine aircraft, including seven Cessna Skyhawk 172 and eight Cessna Skylane 182 models scheduled for delivery throughout 2026. The order follows recent deliveries of an additional two Cessna Skylane and one Cessna Turbo Stationair HD aircraft, expanding CAP’s fleet to more than 500 Cessna aircraft nationwide. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251215613573/en/ Delivery of an additional two Cessna Skylane and one Cessna Turbo Stationair HD aircraft joins CAP’s fleet of more than 500 Cessna aircraft nationwide. Cessna aircraft are designed and produced by Textron Aviation. “Civil Air Patrol’s miss
Winston & Strawn and Taylor Wessing UK to Combine, Creating a Premier Transatlantic Law Firm15.12.2025 16:52:00 CET | Press release
Winston Taylor to build on shared vision and culture in establishing a transatlantic powerhouse for major litigation, critical transactions, strategic IP, and private wealth Winston & Strawn and Taylor Wessing’s UK-led business announced today their intention to combine, creating a premier transatlantic law firm that would operate under a new shared name, Winston Taylor. The combination responds to increasing client demand for seamlessly integrated US–UK–EU counsel for the businesses, people, and markets driving capital and innovation. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251215914957/en/ The combination once final will unite two international firms with more than 400 years of combined history, complementary strengths, and a common vision to meet clients’ evolving global needs. The combined firm will include more than 1,400 lawyers, establishing one of the largest transatlantic firms whose footprint is primarily in
Despite Barriers, Financial Institutions are Clear About AI's Greatest Impact15.12.2025 16:32:00 CET | Press release
HTEC Finds AI is Everywhere in FSI, but Scaling Across the Enterprise Remains the Industry's Biggest Hurdle HTEC, a global AI-first provider of software and hardware design and engineering services, today released The State of AI in Financial Services & Insurance 2025, a first industry subset of its global research report in AI. This publication offers one of the clearest views to date into how financial institutions are adopting and scaling artificial intelligence. This industry-focused report analyzes insights from 250 C-suite leaders within financial services and insurance, drawn from HTEC’s broader global study of 1,529 C-suite executives—including CIOs, CTOs, CDOs, CPOs, CFOs, COOs, CEOs and CSOs—across Saudi Arabia, the UAE, the United Kingdom, the United States, Germany and Spain. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251215790717/en/ Executive Summary: The State of AI in Financial Services and Insurance 2025
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom