Mission objective
Align employee experience with digital transformation to protect service quality and boost operational excellence.
Context & Background
As part of a major technology overhaul, KLM implemented a new enterprise platform designed to modernize internal operations and traveler services.
Yet even the best systems fail without human alignment. KLM recognized that successful implementation required more than IT integration—it demanded a clear, empowering journey for front-line staff navigating new tools and workflows.
TCXA was engaged to translate this transformation into an experience-led change strategy—one that would reduce disruption, equip teams with confidence, and sustain KLM’s standard of care.
The Challenge
KLM faced a challenge common in large-scale digital rollouts: Ensuring operational change didn’t compromise service consistency.
This meant addressing:
Role clarity: Understanding how each employee group would interact with the new system—across check-in, boarding, support, and crew operations.
Adoption barriers: Anticipating resistance or confusion linked to new tools and interfaces.
Experience continuity: Maintaining the high standard of customer care while internal processes evolved.
Without a structured transition approach, the risks were clear: decreased morale, longer onboarding times, and inconsistency in service delivery—ultimately affecting both employee productivity and traveler satisfaction.
TCXA's approach
TCXA brought a human-first transformation model—one that combined service design, operational mapping, and behavioral enablement.
Employee Journey Mapping : We conducted deep-dive analysis into daily workflows across key roles, identifying critical moments where employees interacted with the new platform. These included check-in systems, dispatch tools, and real-time service coordination. This mapping uncovered friction zones and unmet support needs that informed both design and rollout priorities.
Cross-Functional Enablement Strategy : We worked across departments (CX, Ops, IT, Training) to co-design an enablement framework that aligned digital capabilities with service standards. This included:
- Role-based toolkits to guide employee behavior in new workflows
- Simplified interface recommendations for front-line use cases
- Coordinated support across pilot locations to stress-test experience integrity
Change Readiness & Training Design : We defined a phased onboarding strategy anchored in behavioral science and service culture principles—not just technical manuals. Training was segmented by role, priority, and proximity to travelers—ensuring the right teams received the right tools, at the right time, with clear emotional and operational support.
Results
Digital transformation is only as successful as the people behind it. By putting the employee journey at the center, TCXA helped KLM bridge ambition with execution—safeguarding service quality while modernizing operations at scale. Allowing the brand to :
Reduce disruption: Clear onboarding and workflow support ensured high adoption with minimal internal friction.
Faster employee readiness: Front-line teams were equipped and confident within weeks—not months.
Maintain service continuity : Customer satisfaction metrics remained stable throughout transition.
Higher team morale: Staff felt heard, supported, and prepared—fueling stronger engagement and retention.
