Erika Toth

Group Head of Business & Continuous Improvement
Thomas Cook Group
began her career in 1999 as an engineer, assisting travellers by redesigning and streamlining processes in ground operations and passenger handling for the Hungarian national airlines and later she created the operational foundations of Wizzair, the European low cost carrier. 18 years later her career path has come full circle, as she took the skills she has developed in business excellence and continuous improvement, and applies them to improving the customer experience of the 20 million people who travel with the UK-based Thomas Cook Group each year. In addition to aviation and travel Erika has directed large scale change programmes in the telecommunication and pharmaceutical industries, worked for Vodafone, Telenor and GlaxoSmithKline. Besides her Master degrees in Engineering and Business Administration Erika is a Certified Customer Experience Professional, holds qualifications in improvement methodologies such as Lean and Six Sigma as well as she is a certified change manager.

11:10 AM Refocusing Organisational Lean Efforts to Establish a Truly Customer-Centric Culture

  • The know-how towards driving and implementing a lean customer-centric culture
  • Refining and streamlining group strategies to deliver sustainable improvements in cost, quality and customer experience
  • Measuring and tracking the KPIs of your customer-centric processes
  • Building strategic capabilities in lean six sigma and change management