Ramón Delima

Vice President; Managing Director Air France - KLM; Cygnific

Ramón Delima has more than 20 years of experience in hospitality, travel and logistics in Europe, Africa, the Middle East and the Americas. He has led multinational teams towards high performance in fast changing environments. After diverse commercial, operational and executive roles at KLM and Air France KLM, Ramón is currently CEO of Cygnific Sales & Service Centers. Cygnific is a KLM subsidiary and handles the customer contacts of KLM, Air France, Delta Airlines and Rituals. The combination of providing personalized customer service and continuous process improvement using Lean Six Sigma methodology is Cygnific’s secret to success. Cygnific has offices in Amsterdam, Enschede, Manila and London with 1.500 employees who speak 18 languages and cover 34 countries around the world.

Main Conference Day One - All timings in CET

Tuesday, October 27th, 2020

12:00 PM Building a stronger business and customer operations in a post COVID- 19 world: What have we learned about business continuity, resilience and digital transformation

This keynote panel discussion will bring industry leaders together to share their views and perspectives on key lessons drawn from the COVID-19 outbreak and more importantly what customer experience and operations need to look like in the post pandemic new normal:

·        What are the key lessons learned during COVID-19 regarding business continuity, incident and crisis management

·        What are the new views and long-term impact brought on our society, business, colleagues and customers?

·        Will there ever be business as usual and if so what does that need to look like?

How to restore trust for a stronger business culture

Main Conference Day Two - All timings in CET

Wednesday, October 28th, 2020

3:00 PM Case Study: Deliver a high performance culture at difficult times by focusing on people & process

·        Implementing lean six sigma at the contact centres to transform performance

·        Develop a high performance and people focused culture to get through tough times

·        A people focused approach at Cyngific

Check out the incredible speaker line-up to see who will be joining Ramón.

Download The Latest Agenda