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?