By Jennifer Faull

There has been a significant shift in where KLM is focusing its attention (and budgets) in recent months. Not so long ago, its own website and app were the channels of choice for connecting with fliers but the Dutch airline has accepted that they simply aren’t where the customer is going today and is prioritising chat apps such as Facebook’s messenger and WeChat instead.

This change in tact is unsurprising when you consider the figures KLM is working against; currently it receives around 125,000 queries a week from passengers across a multitude of platforms. But last November it became the first Read full story ›

Source: The Drum