Transforming the Digital Airport Experience for Business Customers

Transforming the Digital Airport Experience for Business Customers

4 Nov 2019, 14:15 - 14:45

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 transformation to how this important group engaged with the airline’s facilities and services. In this session we discover what drove the change and the challenges overcome. We see how a collaborative approach to change, involving passengers throughout the development process, looking beyond the tools, enabled a new mode of engagement which delivered measurable success for both KLM and its business customers.



  • Anette Schouls



    Digital 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...

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