The Business of APIs: How APIs Drive Innovation Through Customer Centricity at Air France KLM Stijn Bannier, Program Manager APIs at AirFrance-KLM

1. The Business of API’s
How APIs Drive Innovation Through
Customer Centricity at Air France KLM
Stijn Bannier | Digital Product Manager Open API
Air France – KLM Royal Dutch Airlines
December 10th, 2019 | API Days | Paris

11. “Strategy without
execution is
hallucination.”
Pieter Elbers

14. Check-in process
B O O K I N G
C H E C K
E L I G I B I L I T Y
C H E C K
A G R E E T O
T E R M S &
C O N D I T I O N S
A D V A N C E D
P A S S E N G E R
I N F O R M A T I O N
S H O W
D A N G E R O U S
G O O D S
B O A R D I N G
P A S S
C H A N G E
S E A T

15. PreparationSearching Airport
Booking Transport First flight
Transfer
Connecting
flight
Arrival
airport
Stay
Transport Look back
Customer Journey
Customer API
Flying Blue API
Check-in API
Flight Status APIOrder API Rate Flight API
Lounge API
Customer Assistance API
+ API
+ API
+ API
+ API
+ API
+ API
+ API
+ API
Personalisation Improving
Customer Experience

20. Place your screenshot here

22. 300M yearly audience
FACEBOOK
2,27B monthly active users
WECHAT
1B monthly active users
GOOGLE FLIGHT
800M monthly active users
TRIPADVISOR
450M monthly active users
INSTAGRAM
1Bmonthly active users
GMAIL
1B monthly active users
GOOGLE SEARCH
30B monthly visits

30. API’s form the execution of our strategy

31. Create & maintain value

32. Outrun
Outlive
Outsmart
Open up

33. Result:
API’s drive innovation, fast value delivery,
increased reach and more sales
Execution:
Using API’s for every step in the
Customer Journey
Strategy:
Customer Centricity
A seamless experience across the Customer Journey

34. How do API’s drive innovation in your organization?
Thank you for your interest!
careers.klm.com
stijn.bannier@klm.com