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RAYA’s CX and DX Strategy: The Air France-KLM Weather Disruption
See how Raya CX managed a 177% surge in call volume during a 16-day European weather disruption, satisfaction intact.
When a 16-day European weather disruption hit flight operations in January 2026, Air France-KLM saw an unprecedented surge in customer inquiries — well beyond original forecasts. This case study shares how Raya CX’s combined CX and digital transformation strategy helped the team respond.
The approach centered on a firm objective and SMART goals: customer and client satisfaction, improved employee experience and internal processes, digital and CX transformation, and stronger client partnerships. A comprehensive action plan was implemented over 16 days, starting with a kickoff meeting and followed by rounds of communication, training, and cross-department integration—including the omnichannel CRM platform RCX-Connect and the real-time analytics dashboard RCX-Pulse.
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Performance is measured against COPC standards, drawing on feedback from more than 100 clients across five methods, including NPS, CE scores, surveys, and in-depth interviews, and evaluated across countries, sites, industries, and departments.
During the disruption, Raya CX received 7,323 calls against a forecast of 4,141—177% of the forecast—and answered 6,430 of them, 155% of the original forecasted capacity. Despite the pressure, client feedback remained overwhelmingly positive, reflecting the team’s dedication to service recovery and surge management.