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Videos

An insights engine fueling the future of an airline group

Walk the talk! How Air France KLM CMI provides inspiration and support, rather than only tools and methodologies. More and more large organizations turn to customer experience as a main strategic focus, especially within service industries in general...

Catalogue: Congress 2017: Visionary
Authors: Hans Zijlstra, Janneke van der Ploeg, Martijn Helder
November 7, 2017
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Citation

Zijlstra, van der Ploeg and Helder (2017a, November 07). An insights engine fueling the future of an airline group. ANA - ESOMAR. Retrieved March 20, 2025, from


https://ana.esomar.org/documents/an-insights-engine-fueling-the-future-of-an-airline-group-9123


Videos

Innovation in customer feedback

Air France KLM and TNS will present the road taken to meet the high standards of modernity. Asking general satisfaction questions is no longer enough. After decades of satisfaction surveys, Air France KLM has finally turned a new page. Innovative...

Catalogue: Congress 2014: What Inspires?
Authors: Martijn van Keulen, Hans Zijlstra
Company: KANTAR TNS Malaysia
June 15, 2014
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Citation

van Keulen and Zijlstra (2014a, June 15). Innovation in customer feedback. ANA - ESOMAR. Retrieved March 20, 2025, from


https://ana.esomar.org/documents/innovation-in-customer-feedback