The Employee Experience Pyramid: transforming organizations into places people want to work

Over the past decades, multiple HR constructs have emerged that organizations strived to adopt and integrate into their daily businesses. The most recent development is Employee Experience (EX). EX is essentially a framework for creating engaged employees. Engaged employees have been linked to multiple desirable business outcomes, such as...

A Purposeful Way of Learning

This report explores the opportunity of ‘an informal learning solution to support digitals in their personal development’ in the context of KLM. The result is a platform that supports digitals in giving direction to their learning practices, resulting in purposeful development.The world is moving fast. Technologies are disrupting and customer...

Personalised Service Recovery: An enhanced passenger experience during operational disruptions

This thesis report represents the result of a graduation project for the master programme Strategic Product Design at the Delft University of Technology carried out in collaboration with KLM Royal Dutch Airlines. This project aims to find out how to create the desired experience for KLM passengers during undesired disruptions. This problem has...

Visionary Innovators: in moving towards innovative organisations

The urgency to innovate for organisational survival has become increasingly recognised, with the result that innovation has conquered a position high on the management agenda. However, the unfamiliarity around innovation poses a challenge for innovation management. No unique solution exists to building a successful innovation approach, such that...