Swedavia AB

Speaker Biograghy: Mattias is a renowned speaker in Sweden as well as internationally, covering topics such as customer service, leadership and sales. For the last five years he has been focusing on customer service and empowering customer service within organisations. As Customer Communications Director at Swedavia, Mattias is directly responsible for the customer experience, which incorporates channels such as phone, email, web, apps, social media, webchat and sms. Therefore Mattias knows the importance of service guidelines, customer empowerment and multi-channel service. Personal interests: In his spare time Mattias trains Brazilian jiu jitsu and has been doing so for the last three years, though he has a long career behind him in wing tsun. But don't worry, he is a nice guy! And yes, he has also played professional basketball (which will be obvious when you see him in person – he is probably the tallest delegate at PTX2014).


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


10:05 - 10:35 - Transitioning from one channel to omni-channel customer service
Synopsis: Today's customers expect to find the information they need in the channel they choose. You can't tell customers how they should approach your company to get the information they need. Customer service used to be measured in the percentage of incoming calls that were answered within 20 seconds. This presentation will highlight the paradigm shift, the importance of person-to-person communications, and some of the challenges for a modern customer service department. It will also cover the importance of utilising one coherent message in all channels at the same time.

Audience will learn: