Smoothly through Schiphol

With 60 million passengers annually, the processes at Schiphol are complex. How do you best align that with the needs of all those passengers arriving, departing, or transferring? We just traveled with them. Straight through Schiphol! Via WA surveys, observations and interviews, we provided insight into the entire Customer Journey and experience. This gave Schiphol the tools to continue building a valuable traveler experience in line with their PX strategy. What are the key learnings and how is Schiphol acting on them? Schiphol and BL share their journey.

Webinar by Gaby Siera (Managing partner, Beautiful Lives) and Jim van Velzen (Commercial Manager, Schiphol Group). Gaby founded Beautiful Lives, based on her background in marketing and anthropology. She works for leading clients, helping them with the development of human-centric product and service concepts. Jim held various positions in commerce and strategic, product and online marketing at Schiphol Group. He knows better than anyone how to translate customer and market insights within the complex Schiphol organisation.

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