08 - 11 September, 2020 | Estoril Congress Center, Estoril, Portugal
Alexander Weigl, Vice President Lufthansa Global GBS Operations at Lufthansa AG
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Alexander Weigl


Vice President Lufthansa Global GBS Operations
Lufthansa AG

Check out the incredible speaker line-up to see who will be joining Alexander.

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Main Conference Day 2

Tuesday, May 12th, 2020


3:30 PM Case study: Strike the ultimate GBS balance: How much would you like to be a solution provider vs. business partner?

As SSCs and GBS organisations moving towards business partnership, a critical balance need to be achieved between fulfilling KPIs and flexing for business needs. Join this session and discover how Lufthansa GBS is tacking this balance:
·         The drive to achieve better quality and customer service
·         Moving away from process KPIs to focus on customer satisfaction
·         How much are you willing to violate on your KPI performance for customer satisfaction?
·         Sharing the concept of the pilot program and early results