From Crisis to Care

As the aviation industry continues to evolve, and a personal customer experience (CX) becomes increasingly more important, it’s crucial to keep up with the latest trends and developments within our industry. On this page you can find out more about our research on the topic and download our Aviation Insight Pack, including our white paper and keynote speech: From Crisis To Care. 

AN INTEGRAL APPROACH Omnichannel customer care

We live in a world where every disruption is called a ‘crisis’. Major events like COVID-19, climate change and overextending digitalization are having a big impact on our industry and so a redesign is needed. We have to ensure we’ll be resilient and future-proof within the aviation industry, and that the communication and support to all users of the modern airports of today is part of an integral approach, an omnichannel customer care ‘orchestra’.

An orchestra that connects the true concept of ‘BE DIGITAL, STAY HUMAN’. An omnichannel customer care network that covers everything from onsite information and announcement systems, to self-service units and automation for efficiency, to chat integrations and boots on the ground for a more human touch. In all areas, we can see opportunities for improvement, to create an optimal, dynamic customer experience.

Keynote, White paper & Schiphol Case


Do you want to know more about pressing developments within the aviation industry and read our five tips to ensure you deliver a future-proof travel experience to the modern airport passenger of today, and tomorrow? Download our Aviation insight pack below, including the keynote speech From Crisis To Care, our Amsterdam Airport Schiphol case and our Aviation Industry White paper.

Download our Aviation Insight Pack

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'The behaviour of the modern consumer is constantly changing, and we have to adapt our customer service accordingly'


Tobias Walraven

At RIFF we strive 24/7 for premium customer contact and to improve customer satisfaction and loyalty, via any system and on any channel. If you would like to know more about omnichannel customer service management, within the aviation industry or in general, please feel free to get in touch. 

P +31 6 53 380 729