Session 3: The customer experience revolution
Everyday, customers live different types of experiences, delivered by different kinds of companies such as banks, online stores, coffee shops, and more. All these interactions shape their overall expectations and their definition of an outstanding experience. Customers have come to expect higher levels of service and a better experience from airports based on their interactions with other service-led industries.
Customer experience management is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase their satisfaction, loyalty and advocacy. This session will emphasise how airports are managing the rise of customers’ expectations with the collaboration of all their stakeholders and will present case studies from airports participating in ACI’s Airport Customer Experience Accreditation pilot.
Moderator: Mei Mei Song, Brand Director, Plaza Premium Group
Muna Al Ghanim, Head Airport Service Quality, Abu Dhabi International Airport
Carlos Criado, Business Development Director, Corporacion Quiport
Claire Donnellan, Service Strategy and Customer Experience, Sydney Airport
Karen W. Ellis, Chief Customer Experience Officer, San Antonio International Airport
Chapman Fong, General Manager, Terminal 1, Airport Authority Hong Kong