Marlou Bordes | Director CX
KLM

Marlou Bordes is currently Director Customer Experience within KLM. She has worked for KLM for several years in operational and managerial/ commercial positions within Inflight, Cargo, KLM cityhopper and Ground Services and for the last couple of years in KLM Customer Experience, Care and Disruptions domain.

Appearances:

World Aviation Festival Day 2 @ 12:00

KLM Case Study : What have we learnt from the pandemic to help improve disruption management for the future?

Understanding the impact that the initial crisis had on our customer care teams
What are the digital tools you can use across all channels that help reassure passengers when things go wrong?
How can you empower third parties such as agents to work with you on customer experience and self-service for the overall good of the passenger?
Outlook for disruption management in 2022

Marlou Bordes, Director CX, KLM

World Aviation Festival Day 2 @ 12:30

Panel: Disruption management in the post pandemic era

As travel becomes increasingly complex for our passengers how can we use digital tech at the front of house and behind the scenes to re-instill confidence and solve every day passenger problems?
What kind of mindset does the industry need to adopt to cope with the post-pandemic customer to help enable a quicker recovery?
How can you deliver a holistic, considered response to passenger disruption that reflects your airline or airports brands?
In what way has the need for contactless service and operations impacted our ability handle disruptions effectively?

Moderator: Jerry Angrave, Customer Experience Director, Empathyce