Ivonne Engemann


Main focus: Chatbots - Customer Channel

Twitter handle: @basicive

Website/blog: http://wintermute.de/ive

Languages: German, English

City: Frankfurt/Main

Country: Germany

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

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
D2M 2019

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

D2M 2019
Hamburg
23.05.2019

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This talk is in: German
4. Management Circle Strategietagung

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

4. Management Circle Strategietagung - "Die digitale Zukunft des Kundenservice"
Frankfurt/Main
08.10.2019

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This talk is in: German
c't webdev 2020 - Die Konferenz für Frontend-Entwicklung

Lufthansa Group Chatbots - Der Weg in einen neuen Kundenkanal

c't webdev 2020
Köln
06.02.2020

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This talk is in: German