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The Power Pair: Experience Design + Operations
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Maarten Koopmans

Vice President Passenger Services, KLM Royal Dutch Airlines

Tiddo Veldhuis

Director Product Strategy, AirFrance KLM







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Session Description:


In most cases innovative, customer-centric ideas meet revenue goals and operations efficiency metrics and slowly fade away or are outright dismissed. Meet Tiddo and Maarten from KLM, together they surface good-for-our-customer concepts. With organization alignment, close collaboration, and adherence to team goal metrics - they implement market-changing services in a highly regulated, intensely competitive, and margin-constricted environment. They’ll talk about the challenges they face, what makes the partnership work, and how they generate new and commercially viable innovations in an organization that is 97 years old.





Maarten Koopmans has been working for KLM since 1998. He started in a two-year management trainee program and worked as an operational manager in jet engine maintenance afterwards. In 2003, he became director Airport Strategy. In 2006, he was appointed Head of Airport and Environmental Strategy within KLM. Two and a half years later he moved to Inflight Services to become Vice President Crew Planning & Assignment. Since August 2012, he has been working as Vice President Passenger Services.


Tiddo Veldhuis studied tax law in Leiden. After working at the European Parliament and two years at Ernst & Young, he moved to KLM, where he worked in various functions in revenue management and was responsible for introducing auxiliaries at KLM before becoming the Director of Product Strategy at AirFrance KLM. He graduated in EMBA and IESE in Madrid in 2012 and now is fully focused on innovation.




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10/7/2018 » 10/9/2018
dmi: Design Leadership Conference

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