Case Study: Lufthansa achieves a more personalized, scalable digital customer experience with IBM

Lufthansa launches an intuitive, personalized website

Lufthansa needed to modernize its aging website and digital sales platform, which could no longer scale or support the level of personalization and self-service customers expected. To improve customer experience across a global audience, Lufthansa partnered with IBM and Adobe to rebuild its web presence and support more innovative, digital airline services.

IBM implemented a managed Adobe Experience Manager solution hosted on Microsoft Azure, along with consulting, development, security, and 24x7 application management. The new Lufthansa.com delivers an intuitive, app-like experience in 104 countries and 14 languages, serves up to 12 million monthly users, and helped Lufthansa speed feature delivery, reduce maintenance costs, and improve scalability and reliability during periods of crisis.

Lufthansa

Harald Hartmann

Head of eCommerce & Global Sales