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Ivonne Engemann

Ivonne Engemann
Chatbots - Customer Channel
My twitter handle:

@basicive

My website/blog:

http://wintermute.de/ive

My topics:

agile facebook women in tech chatbot digital transformation innovation artificial intelligence customer experience social media

My languages:

German English

My city:

Frankfurt/Main

My country:

Germany

My bio:

Since end of 2016 I am acting Product Owner for Chatbot Development, a new customer channel within the Lufthansa Group.
I moderate and coordinate between business departments and IT while fostering collaboration of our cross-company agile team.
I am very interrested in the challenges and opportunities within the areas of Machine Learning and AI.
Being a developer at heart I always try to get hands-on experience in new technologies and strive to combine those with my solid background from two decades of airline industry experience.
As one result I created “Mildred”, the first Lufthansa Chatbot.
This evolved into a new customer's channel for our three Hub-Airlines (Lufthansa, SWISS and Austrian Airlines). In my talks I reveal some insights into our first actual experiences and the challenges we face while pushing digitalization within a big company.

Talks:


  • Chatbots at Lufthansa Group – the way to the customer channel of the future

  • User Experience Design: Why is not a chatbot just a new app?

  • Challenges of a new customer channel: case study & lessons learned

  • Agile Development: Learning from the feedback of our customers

  • Digital transformation in a big company

Examples of previous talks / appearances:

IBM Interconnect 2017

Chatbots on Bluemix, Lufthansa’s Approach to New Customer Channels for Best Prices and Service
Digital Transformation - Session DES-5199
IBM Interconnect 2017 - Las Vegas
20.03.2017

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This talk is in: English


Chatbot Summit 2017

Lufthansa’s Approach to New Customer Channels for Best Prices and Service
Chatbot Summit 2017 - Berlin
26.06.2017

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This talk is in: English


OMX 2017

Lufthansa Chatbot „Mildred“ –der Weg in den Kundenkanal der Zukunft
OMX 2017 - Salzburg
16.11.2017

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This talk is in: German


Enterprise Architects Community Rhein-Main

Chatbots @ Lufthansa Group – der Weg in den Kundenkanal der Zukunft

EA Community Meetup Dezember 2017 - Frankfurt/Main
12.12.2017

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This talk is in: German


Meetup Bots Hamburg #14

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

Meetup Bots Hamburg #14 - Hamburg
21.03.2018

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This talk is in: German


Praxiswissen Chatbots und Messenger

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

Praxiswissen Chatbots und Messenger - Frankfurt
21.06.2018

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This talk is in: German


Praxiswissen Chatbots und Messenger

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

Praxiswissen Chatbots und Messenger - München
12.07.2018

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This talk is in: German


Chatbots - Potenzialträger oder Luftnummer? - bridgingIT

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

Chatbots - Potenzialträger oder Luftnummer? - Frankfurt
23.08.2018

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This talk is in: German


Rich Business Messaging Summit

Lufthansa Group Chatbots - The journey to a new customer channel

Rich Business Messaging Summit
Deutsche Telekom - Bonn
29.10.2018

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This talk is in: English


World Chatbots Summit 2018

Lufthansa Group Chatbots - The journey to a new customer channel

World Chatbots Summit
Luxatia International - Berlin
06.12.2018

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This talk is in: English


Deutsche Telekom - AI Summit 2019

Lufthansa Group Chatbots - The journey to a new customer channel

AI Summit 2019
Deutsche Telekom - Darmstadt
30.01.2019

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This talk is in: English


SHIFT/CX 2019

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

SHIFT/CX 2019
Frankfurt am Main
27.03.2019

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This talk is in: German