Jacqueline Grossgold

Jacqueline Grossgold is the aviation customer experience officer for the Port Authority of New York and New Jersey’s airport network JFK, EWR, LGA and SWF. With customer service at the forefront of the Port Authority’s mission, her team is advancing a program of change by reimagining the end-to-end customer journey, enhancing employee engagement, embracing technology and innovative solutions, and leveraging all channels of communication to provide a seamless and enjoyable experience for airport customers.

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Panel discussion: Inclusive retail – expanding revenues through accessible shopping experiences

This panel will explore how making airport retail more accessible and barrier-free can unlock new revenue opportunities while enhancing the shopping experience for passengers with disabilities. Learn how airports design their commercial spaces (retail, dining and lounges) to cater to a wide range of accessibility needs, from physical disabilities to cognitive and sensory impairments. Panelists will discuss how creating ergonomic retail environments, offering accessible wayfinding solutions for all and implementing universal design principles in retail, lounge and gate areas positively impact non-aeronautical revenues.

The audience will learn:

• How inclusivity measures can also be profitable, maximizing enjoyment and encouraging spend
• The importance of considering those with physical, sensory and cognitive access requirements within retail spaces
• Hints and tips and ‘quick wins’: take home actions that you can implement now
• How to become a more inclusive employer by designing for staff members within retail areas, too