Speaker Biograghy: Sander has broad airline operations experience combined with startup experience and a passion for pivoting the way airlines operate.


Day 1 - 14 March
Session: Customer Service & Passenger Experience

14:30 - 15:05 - Change is the new normal: the X-way of working
Synopsis: There is quite a difference between what you promise as an airline and what passengers actually experience. How do you bridge that gap? KLM decided to build a platform for co-creating the future of the passenger experience with employees and passengers: 'X' with the support of TU Delft. X started off with the X-gates, three actual gates at Schiphol Airport where the existing airport processes are improved in the ongoing operations through thematic sprints. X-gates is now being extended towards co-creation inflight. The first X-flight has already taken place towards San Francisco.

Audience will learn:

• Building an internal infrastructure to co-create with employees and passengers
• Innovate operations in real-life context
• New ways of involving passengers with the airline
• Examples of how customer experience and operational excellence go together