Kathy Haley

Kathy Haley is an internationally recognized thought-leader on customer experience transformation. Throughout her career she has pioneered customer transformation and shifted businesses to respond to the changing needs of customers. Her visionary insights have made indelible imprints on public and private sectors ranging from financial services, petroleum marketing, retail, railway and airport transportation services.

In her current role as Chief Experience Officer for The Port Authority of New York and New Jersey – Aviation Division, Kathy is leading the customer experience transformation for some of the busiest airports in the U.S. including John F. Kennedy, LaGuardia, New York Stewart and Newark International Airports. Prior to this, Kathy was the inaugural president of North America’s first airport-rail link, 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.