Wouter Van den Broeck

Wouter is responsible for the strategy of all commercial departments within Schiphol, guiding the business teams toward their long-term goals: Schiphol airport as a Dutch icon, loved by passengers and tenants, supported by strong propositions. With his strategic background he loves to combine passenger needs, commercial opportunities, and sustainable responsibility. As he previously worked for the teams responsible for Schiphol’s digital consumer-facing channels, he continues to have a soft spot for technology.

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Improving PX through digital – an omnichannel approach

This presentation focuses on the transition Schiphol Airport is making to reach passengers, from a multichannel approach with best-in-class individual channels to an omnichannel approach allowing passengers to seamlessly transfer between these channels. Online and offline touchpoints are linked along a clear handover strategy, based on user needs. Through the use of a multi-use passenger experience platform, the airport can create personalized experiences for all passengers, bridging the gap between the website and the native app. By focusing on clear passenger needs, Schiphol aims to grow its reach and ultimately introduce more commercial use cases.

The audience will learn:

• How airports can use individual online and offline channels together to create a better passenger experience
• How the passenger experience platform and self-service kiosks can function as a cornerstone of any omnichannel strategy
• The advantages for airports of having a native app