Maaike van der Horn, KLM User Insights Manager, KLM
With 15+ experience in the insights field, Maaike is passionate about putting the customer at the heart of the (e-)business. Maaike has changed the way Air France – KLM is using research on its digital touchpoints, by innovating on super customer friendly tools and superfast insights that enable business to interact with customers in a more direct way. In her current role, Maaike aims for maximum synergy between analytics and market research disciplines in order to understand what customers are doing and why they are doing it.