KLM embarked on a major digital transformation, integrating a new technology platform to enhance operations and traveler interactions.
While the system promised greater efficiency, its success depended on how well employees could adapt to it.
TCXA was brought in to ensure that the employee experience aligned with the new platform, minimizing disruptions and empowering staffto deliver exceptional service.
A technology upgrade is only as effective as the team using it. KLM needed a structured transition that:
Reduced workflow disruptions during the implementation of the new platform.
Equipped employees with the right training and support to confidently adopt new processes.
Ensured a seamless traveler experience by eliminating service inconsistencies caused by internal adjustments.
Without clear alignment between the new system and day-to-day operations, inefficiencies could have led to slower service times, employee frustration, and lower traveler satisfaction
TCXA designed an employee journey framework that made the transition smoother while reinforcing KLM’s service standards.
Mapping the employee experience: We analyzed workflows to understand where employees interacted with the new platform and identified areas where support and training were needed.
Optimizing internal processes: We streamlined workflows, ensuring the platform’s integration enhanced—not hindered—employees’ ability to serve travelers.
Employee engagement & training: A tailored onboarding strategy equipped staff with the tools, knowledge, and confidence to adopt the system efficiently, reducing resistance and accelerating productivity.
Improved workflow efficiency: Employees were able to navigate the new system with ease, reducing service delays and internal bottlenecks.
Higher employee engagement: Teams felt more confident in their ability to use the platform, leading to better morale and a stronger service culture.
Enhanced traveler satisfaction: With a workforce that was better equipped and aligned, service interactions became smoother, reinforcing KLM’s reputation for reliability.
By focusing on the employee experience, TCXA ensured that KLM’s digital transformation delivered on its promise—creating a more efficient airline operation while maintaining the high standard of service that travelers expect.
Let’s turn technological capabilities into employee action—speak with a consultant today!
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