Hans Zijlstra

Director Customer & Market Insight

Air France KLM

Hans studied Marketing Strategy and Research at Groningen University, before starting his career as a qualitative researcher at agency side. After 3 years, he joined KLM as Research Consultant. During his more than 25 years at the airline, Hans has held several roles in analytical marketing at both head office and in the commercial organization. Today he is Director CMI with a key focus on global Customer Experience and Brand Tracking. As CMI director he also oversees more strategic projects like Segmentation and (CX) Benchmarking, next to various ad-hoc projects for product and service development, both qual and quant. Hans has been guest lecturer at various Dutch (business) universities and spoke at numerous national and international conferences in the field of CX and research.