The service development of Schiphol

In order to offer a personal inspiring and unforgettable experience, it is important to have a good insight into all touchpoints of the customer journey. Especially now that personal contact disappears more into the background, people want to feel welcome and appreciated. For an airport like Schiphol, offering a ‘seamless customer journey’ in a safe, pleasant and hygienic environment is a prerequisite for letting people travel and shop again. During this Virtual Round Table we discussed how you, as an organisation, ensure a complete positive customer experience. Several essential touch points were highlighted and discussed in detail.

Mrs. Dik is an experienced customer-focused director with broad experience in banking, entertainment and aviation. After having held several executive positions within Stage Entertainment, she is now working at Schiphol Airport in a dynamic environment to offer passengers a unique experience.

The following participants were among others present during this session

• Director Digital Instore | Ahold Delhaize
• Director Customer Services EMEA | Nike
• Customer Experience Director | Philips
• Lead Traveller Experience | NS

This meeting was organised by Flevum in collaboration with CRM Partners, Microsoft and Thunderhead. A valuable session in which many challenges and lessons were shared.