KLM

Speaker Biograghy: Tiddo studied tax law in Leiden. After working at the European Parliament and two years at Ernst & Young, he moved to KLM, where he worked in various functions in revenue management and was responsible for introducing auxiliaries at KLM before becoming the Director of Product Strategy at AirFrance KLM. He graduated in EMBA at IESE in Madrid in 2012 and now is fully focused on innovation.


Day 1 - 15 March
Session: Customer Service & Passenger Experience

16:05 - 16:30 - Redesigning KLM’s services regarding unaccompanied minors
Synopsis: Every year KLM carries around 30,000 unaccompanied minors (UM), children between the ages of five to fourteen, who either travel alone or in a different travel class than their accompanying adult. The UM service is a complex process, which involves different actors and interactions through many steps. The connections and procedures between these different component parts of the service lack harmony and synchronisation, which in turn adversely affects the performance of the service. This presentation shows how KLM has tackled its UM service and is able to truly offer a great experience for minors and their parents.

Audience will learn:
Day 1 - 15 March
Session: Customer Service & Passenger Experience

09:10 - 09:35 - Creating momentum for innovation in KLM through design
Synopsis: 115 design students, 3 months and 13 projects = gaining momentum for innovation in KLM. Engaging employees all over the organisation, providing a new perspective on the current business, and being able to tackle urgent problems all at once created a ripple effect within KLM. This presentation shows the results of the KLM Design Challenge, covering topics ranging from creating a future scenario, digitising operations, new gate concepts and a new concept for the Crown Lounge.

Audience will learn: