Contributor Profile

Anette Schouls

Job TitleManager

Company NameDigital Airport Services, KLM Royal Dutch


"The gem cannot be polished without friction" is the principle Anette Schouls lives by. To create the shiny gems that sets our company apart, it’s crucial to benefit from the challenges, setbacks, or unknowns that we face. By focusing on “the moments that matter” in the customers’ journey, products and services can be delivered that make a true difference in the life of a traveler. As Manager Digital Airport & Recovery for Air France KLM, Anette and her team are responsible for Digital Product Development for passengers, from the moment they leave their home until their flight departs. Anette’s most recent flagship project has been the new KLM Crown Lounge at Schiphol Airport, where her team has implemented a completely new service design by creating a seamless connection between the physical and digital world.


Conference Sessions

  • Transforming the Digital Airport Experience for Business Customers

    Monday14:15 - 14:454 Nov 2019
    TF Keynote Theatre

    With the renovation of its flagship business lounge which welcomes 5,000 visitors every day, KLM Royal Dutch Airlines recognised an opportunity to apply digital...

    • Language: English

We use cookies to operate this website and to improve its usability. Full details of what cookies are, why we use them and how you can manage them can be found by reading our Privacy & Cookies page. Please note that by using this site you are consenting to the use of cookies.