Sevda Fevzi
Associate of Modalis Infrastructure Partners - Sevda Fevzi, a highly motivated and recognized professional with over 15 years of extensive experience in the global airport industry, has worked with a broad array of airport operators from 80+ countries.
Over the years, Sevda has an extraordinary in-depth understanding of airport operator’s evolving needs when it comes to achieving successful levels of customer experience accomplishments
Qualified as an ACI / ICAO AMPAP Associate and an ACI designated Airport Customer Experience Specialist, Sevda has also had exposure to the fields of airport business operations, COVID-19 Business restart, and post-pandemic airport experience management that enables a much deeper understanding from the perspective of the airport client.
Presentation
Panel discussion: Keeping a finger on the customer’s pulse
The last several years have shifted the needs, wants, points of delight and frustration of airport customers and airport personnel in dramatic ways. Some of those shifts had been coming for some time and others happened almost overnight. This session highlights important issues such as what the recent changes in passenger behavior mean for airport customer experience management; what motivates today’s airport personnel to show up and delight the customer; and what are the new ‘wow’ factors for today’s airport personas. Finally, are the tried-and-true basic services still applicable or have these changed too?