Marlou Bordes | Director CX
KLM

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

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?
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:18 GMT
last published: 12/Nov/21 11:18 GMT

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