Program

Welcome Remarks

• Dimitri Coll, Vice President Airport Customer Experience, ACI World

Customer Experience (ASQ) News and Updates

Research shows that emotions have significant influence on customer satisfaction. The revamp of the ASQ Departures world’s leading survey was the opportunity to provide new KPIs to better support CX Experts in airports.

• Valérie St-James, Senior Director Market Research and Customer Insights

Panel:

• Christopher Birch, Director, Guest Experience | Chief Operating Officer's Office | Customer Care, San Francisco International Airport, and Vice-Chair of the ACI ASQ Subcommittee
• Tamara Stotz, Manager Customer Experience & Analytics, Zurich Airport
• Roberto Martin Davara, Head of Facilitation and Passenger Experience Department, AENA, and member of the ACI ASQ Subcommittee

The Future of ASQ Data Quality

A look at the data quality requirements that will be evaluated in 2023 and onwards to ensure ASQ data is representative, reliable, and authentic.

• Arison Rajasingam, Manager Quality Assurance, ACI World

Coffee Break

Rehumanizing the Airport and Aviation Sector Experience

Presentation by Paul Clark, Vice President InterVISTAS Consulting Inc - Platinum sponsor of GTS 2021, and Eefje Roodvoets, Customer Experience Lead, NACO

This session will discuss two inter-related and necessary approaches to advancing a holistic and integrated solution that begins to rehumanize the airport and aviation sector experience. First, on a travel day, our sector’s customer relationship and reputation will be dependent on all partners providing consistent and aligned services with a shared customer on their complete end to end passenger journey. Second, on a larger societal scale, our customer relationship and reputation - and indeed our industry viability - will be dependent on demonstrating to future passengers a renewed and rehumanized approach and set of partnered solutions on: environmental sustainability and decarbonization; equity, diversity, inclusion; and other urgent issues of our times.

New strategic, commercial and operational implications of changes in airport customer behaviour

Using the 2021 GTS as a reference, among other learnings, the following questions will be addressed to examine business implications of changing air passenger behaviour: Why it is increasingly critical for airport management groups to understand changes in passenger behaviour? How should airports respond to the emergence of the new traveller segments and opportunities identified in the Survey?

Moderated by Paul Clark, Vice President InterVISTAS Consulting Inc - Platinum Sponsor of the GTS 2021

Panel of the 2 Premium sponsors of the GTS 2021 and ACI

Okan Kufeci, Plaza Premium  Group Senior Vice President -  for Europe, Middle East and Africa

Milla Saaristenperä, New Equipment Business Director, New Emerging Markets (NEM), KONE Corporation

Dimitri Coll, Vice President Airport Customer Experience, ACI

Lunch

Sponsored by

Airport customer experience, between management and execution

• Presentation by Dimitri Coll, Vice President Airport Customer Experience, ACI World
• Carlos Jodar, Director Business Development EMEA, Amadeus Airport and Airline Operations

Focus on Customer C’s to Ignite Experience Performance!

PANYNJ is driving an aggressive strategy to leverage this massive investment by focusing on what matters most to customers: Courtesy; Cleanliness, Condition, Crowding, Concessions and SeCurity. In this presentation, Kathy will share how the CX strategy is rooted in what has simply become known as the major C’s to guide decisions and propel New York & New Jersey Airports forward in the hearts and minds of passengers.

• Kathy Haley, Chief Customer Experience Officer, The Port Authority of New York & New Jersey (PANYNJ) and, member of the ACI ASQ Subcommittee

Coffee Break

How to reduce anxiety and stress through the airport experience

As travel recovery outpaces airport capacity, there are new stressors within the travel system. The airport experience is different from pre-pandemic and travellers are experiencing higher degrees of stress and anxiety as they navigate a new travel journey. Airports have adapted by leaning on best practices and looking for inspiration inside and outside of the industry. 

Moderated by:

• Steve Mayers, Airport Director, Customer Experience, Hartsfield-Jackson Atlanta International Airport, and member of the ACI ASQ Subcommittee

Panel:

• Anna Francinelli, Airports Quality Benchmarking Manager, SEA - Airports of Milan and member of the ACI ASQ Subcommittee
• Kinga Mrozowska, Deputy Head of Customer Service and Customer Experience Department, Krakow Airport
• Maurice Jenkins, Digital Strategy and Innovation Advisor / Chief Innovation Officer, Miami Dade Aviation Department
• HanByeol Jeong (Hans), Manager, CX Innovation, Incheon International Airport Corporation

Business traveller expectations.

We have identified airports with a fair number of business travelers. It might be interesting to hear from some of them on how they are experiencing the recovery and how they see the business traveller expectations changing.

Moderated by:

• Christopher Birch, Guest Experience | Chief Operating Officer’s Office | Customer Care San Francisco International Airport, and Vice-chair of the ACI ASQ Subcommittee

Panel:

• Catherine Ballester, Innovation & Quality, Head of Benchmarking, Aeroporti di Roma and member of the ACI ASQ Subcommittee
• Franziska Rodenkirchen, Consultant Corporate Development, Munich Airport
• Roberto Martín Davara, Head of Facilitation and Passenger Experience Department, AENA, and member of the ACI ASQ Subcommittee