Valerie St-James
Valerie has an MSc in marketing and over 20 years of experience in marketing research and strategic planning. She is known for her expertise in transforming consumer data into meaningful strategic insight. Valerie manages the efforts of the ASQ benchmarking program team and contributes to the development of new products to improve the overall airport customer experience journey.
Day -
1 - Customer service, passenger and workforce experience - 11:25 - 11:55
Redefining airport experience to unlock traveler satisfaction
This session presents key findings from the ASQ 2024 global traveler survey, showcasing how evolving traveler expectations require the air travel industry to continuously adapt to deliver the best experience. Inspired by global trends shaping consumer behaviors, travelers now seek experiences that are positive, seamless and convenient, enhanced, entertaining and sustainable. Seeking efficiency through streamlined automation, travelers increasingly value unique, high-quality, authentic experiences while expecting visible sustainability efforts from airports.
The audience will learn:
- How airports can make the journey more enjoyable and less stressful for passengers
- How airports can address new customer needs and expectations while aligning operations with travelers' eco-conscious demands
- How travelers are increasingly comfortable sharing personal information to enable a more streamlined journey
- How Gen Z – the emerging dominant demographic – may drive airports to prioritize differently to create experiences that better meet their needs
