Air France-KLM’s ‘customer intimacy’ strategy: new technologies, human interaction and innovation

The Air France-KLM group has an enviable reputation when it comes to using technology to enhance the customer experience. Its central role in the Spencer robot and Happy Flow single biometric token trials, its investment in the development of electronic bag tags and tracking devices, and its use of artificial intelligence to create automated customer service channels provide just a handful of examples of how both Air France and KLM have embraced innovation in recent years. Source

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