Air France-KLM: From Reactive to Proactive Customer Service

Air France-KLM: From Reactive to Proactive Customer Service

Breakout
Jun 06, 2017 | 2:30 PM
Premier Ballroom 317
Air France KLM logo
  • Alex Corbasson, Head of Air France-KLM Customer Care, -KLM Customer CareAir France-KLM

Air France-KLM implemented Pega to help their passengers facing irregularities. The solution, internally known as I-Care, is the heart of the new Customer Intimacy strategy.

Implementing I-Care has allowed Air France-KLM to:
- Generate productivity gain for back-office agents, allowing them to spend more time on customer interactions
- Implement new frontline staff solutions, enabling staff with instant solutions
- Offer customers new intuitive self-service solutions
- Launch proactive recovery campaigns