Mr Guido van Til | Director - Digital Strategy
Air France - KLM | Netherlands

Being a veteran in airline business and IT, Guido is leading the Digital Strategy team to further boost Air France / KLM digital footprint. With a passion for simplicity and execution, it is about finding the way towards a truly consistent customer experience throughout digital and agent-assisted touch-points. Putting the customer first is a true challenge sometimes as it requires breaking down the silo’s of corporate structures, governance dilemma’s and ‘process orientation’.

With the use of enabling technology real breakthroughs have been achieved. To name but a few; bringing our services to our customers preferred channels and touchpoints  through API program, creating a 360 degree customer view to recognize and acknowledge the customer to be more relevant in our service offering. Supporting our front-line staff with our digital expertise and giving them the tools and empowerment to deliver excellent service with a human touch. And currently special focus to the onboard digital experience with our connected aircraft adding another touchpoint to our galaxy.

At the same time expectations are increasing to deliver more and especially faster !