What types of customer interactions are tracked by the Customer Insight Hub
Introduction
The Customer Insight Hub developed by Lufthansa in collaboration with TD Reply tracks a wide range of customer interactions across various touchpoints:
Online Interactions
Online reservations and bookings
Digital customer portal usage
Interactions with the Lufthansa Group app
Customer feedback submitted online
In-Flight Experiences
Personal contact with crew members during flights
In-flight service ratings and feedback
Post-Travel Feedback
Customer surveys conducted after trips
Reviews and ratings submitted by passengers
Customer Service Interactions
Call center communications
Chat support conversations
Email correspondence
Social media engagements
External Data Sources
Media coverage related to Lufthansa
Google reviews
Market research data
Next level of customer interaction
The Customer Insight Hub developed by Lufthansa in collaboration with TD Reply handles customer feedback from various touchpoints through a comprehensive and automated process:
Data Collection
The hub collects customer feedback from multiple sources
Online reservations and bookings
In-flight experiences and engagement
Post-travel surveys and feedback
Customer service interactions (call centers, chat support, emails)
Social media engagements
External sources (media coverage, Google reviews, market research)
AI-Powered Analysis
The Customer Insight Hub employs advanced AI technologies to process the collected feedback:
Specialized Large Language Models (LLMs) are used for advanced analytics
An AI-based analytics engine automatically classifies feedback by topic
Sentiment analysis is performed on customer comments
The system synthesizes comprehensive customer satisfaction scores
Centralized Processing
All customer-related data, including reviews and feedback, is centrally collected and processed in the portal. This centralization allows for:
Standardized evaluation of data across different touchpoints
Automated analysis, reducing manual effort
Integration of previously unused data sources
Holistic View Creation
The hub combines qualitative and quantitative data to provide a holistic view of the customer experience. This integration allows Lufthansa to:
Gain a comprehensive understanding of customer needs, preferences, and pain points
Identify trends and patterns across different touchpoints
Create a unified, enterprise-level knowledge repository
Insights Generation
The Customer Insight Hub offers two main ways for users to access insights:
Predefined prompts
Users can quickly generate summaries on specific topics or obtain overviews of customer pain points and gains.
Open-ended questions
A conversational chatbot allows product and marketing managers to ask custom questions for personalized insights into customer experiences.
Conclusion
The Customer Insight Hub collects and analyzes data from these diverse interaction points to provide a comprehensive view of the customer experience throughout the entire journey. By leveraging AI and advanced analytics, the hub can automatically classify feedback by topic, analyze sentiment, and synthesize customer satisfaction scores, enabling Lufthansa to gain deeper insights into customer needs, preferences, and pain points.
By leveraging these capabilities, the Customer Insight Hub enables Lufthansa to effectively handle and analyze customer feedback from various touchpoints, facilitating continuous improvement of services and enhancing the overall customer experience.
