A few years ago, Air France – KLM decided to change their strategy to become the most customer intimate airline group in Europe. It is a challenging choice to move a large company into a different direction. During six months, research have been
conducted at Air France – KLM (AFKL) regarding customer intimacy and employee engagement. The first goal of this assignment is to create a common understanding on customer intimacy and how this can be generated. The second goal is to design a solution that engages Air France – KLM employees towards more customer intimate behavior. Additionally implementation strategies are defined to roll out the concept throughout the company.