Chief Customer Experience Officer
Port Authority of New York & New Jersey
Kathy Haley is an internationally recognized thought-leader on customer experience transformation. She has pioneered customer transformation and shifted businesses to respond to the changing needs of customers. Her visionary insights have made indelible imprints on sectors ranging from financial services, energy, retail, and transportation services.
As Chief Customer Experience Officer – Aviation for The Port Authority of New York and New Jersey, Kathy is leading the customer experience transformation for some of the busiest airports in the U.S. (JFK, LGA, SWF & EWR). Prior to this, Kathy was the inaugural president of North America’s first airport-railway system Union-Pearson Express. Kathy adopts an innovative, disciplined and fresh approach to CX transformation creating every element, from design, build to operations, always from the view of the customer. Kathy’s work has been internationally recognized with prestigious awards and the results have set new a new bar in customer experience excellence.