Many airlines are improving their digital touch points to enhance the customer experience and simplify the journey, coming up with new and clever ways to entice, connect, engage with, and assist their customers.
But I’d like to make special mention of KLM as a case study of excellence.
Many of KLM’s current digital developments have been reported on here and elsewhere, but it’s easy to miss the big picture of what they’re doing—especially with an airline doing as much as KLM has done.
To review that Big Picture, here’s a review of KLM’s digital journey, point-to-point.