L ufthansa InTouch’s staff engagement strategies are on a winning streak. On the 14th of November 2019, the German Call Center Association honoured top performers of the customer dialogue industry in Berlin. At the award ceremony, Tobias Vögtlin, CEO Lufthansa InTouch and Head of Customer Servicing Operations LH Group, received the most important German accolade for excellence in ‘Employee Orientation’.


In his laudatory speech, Prof. Dr. Karlheinz Ruckriegel emphasised that employee orientation is the understanding of professional leadership at eye level; Lufthansa InTouch has more than succeeded in fostering engagement and displaying appreciation. “It is important to convey the meaning and benefits beyond key figures. For this, it’s vital to create a framework that is conducive to the development of employees and in which they are happy to carry out their tasks.”


Over the past two years LH InTouch invested heavily in measures to improve employee satisfaction. Tobias Vögtlin says: “We are very happy about winning this award. It reflects our firm conviction and strategy that strong employee orientation will increase our corporate performance; it leads to better business success, and ultimately ensures we deliver much better service to our customers.”

Guided by the motto #BestAtBeingInTouch and #MakeSomeonesDayEveryDay, Lufthansa InTouch has implemented award winning staff engagement programmes. Nadin Gebhardt, Tobias Vögtlin and Birgit Karl – on behalf of LH InTouch – received the most important accolade of the German Call Center Association in Berlin.

Key measures of Lufthansa InTouch’s staff engagement strategies include the extension of the exchange programme `On the Move´ and the popular Airport & Product Days. Further to this, a comprehensive portfolio of soft-skills and leadership training worldwide is facilitated. The engagement initiatives are completed by a vivid event series fostering the exchange among Customer Service Consultants, Management, and Business Partners.