We work with Schiphol to develop a customer experience vision for commercial touch-points for the entire passenger journey across channels.
Using a service safari and interviews at the airport we put existing insights and learnings into context and develop a holistic understanding of the ecosystem and scope.
Using existing research and our learnings, we map customer insights, opportunities and challenges on a customer journey map to gain a holistic overview of the customer experience and identify commercial opportunities.
We involve passengers in co-creation sessions to validate customer insights and build on relevant commercial scenarios with them. We then work with our client to develop these scenarios further.
For all pillars that are part of the customer experience vision, we developed tangible commercial scenarios across channels and services. These scenarios are linked to commercial KPI’s.
Now that the experience strategy is in place, we’ll be working closely with Schiphol to facilitate the roadmap definition by bringing commercial and customer experience objectives together, linked to KPI’s, to ensure team-wide focus.
Stay tuned for tangible progress and results!