Speaker Biograghy: Jerry is a customer experience specialist. He has an extensive background of leading and managing customer agendas at complex corporate businesses in the UK and in New Zealand. Following his time in senior customer experience roles at Lloyds Banking Group, Jerry founded Empathyce in early 2012 to apply that real-world experience in a consulting capacity. Jerry has assisted airlines and award-winning travel companies as well as law firms, financial services companies and others. Drawing on his first-hand and cross-industry expertise, most of that work has been to help organisations be better prepared to benefit from a disciplined customer experience programme; customer strategies that multi-functional stakeholders get behind, the structures and people skills to bring about change and the means to generate and share a real depth of customer understanding.


Day 3 - 27 March
Session: Customer Service & Passenger Experience

11:50 - 12:20 - Be prepared to turn passenger experiences into airport P&L
Synopsis: For airports wanting to attract more customers who keep coming back and spending more, having the right passenger experience is an essential strategy. Yet many barriers remain: “Can we afford it?”, “I’ve got my own targets to hit” and “What do we do next and how?” This presentation will answer those questions and more. It will show how to build a passenger experience programme that runs smoothly both within the airport structure and across stakeholder boundaries. And it will create a link between experiences in the terminal and the P&L in the boardroom.

Audience will learn:

• How a disciplined passenger strategy will secure buy-in from the Board and sceptical stakeholders
• Tools, tips and templates for the essential building blocks of an effective passenger experience programme
• Discover what passengers in your airport (right now) are saying and what you can do about it
• Research on why passengers will consciously choose a different airport, even if it’s further away
• How those leading the passenger agenda can demonstrate their value to the organisation