Mazhar Butt, Head of Development - Passenger Experience, Dubai Airports, United Arab Emirates

Speaker Biograghy: Mazhar is a passenger experience specialist and ACI-accredited International Airports Professional (IAP) specialising in developing passenger experience strategies and service brand delivery for the end-to-end customer journey. He has a successful track record of airport management spanning 20 years at two of the world’s most prominent airports – Heathrow and Dubai – covering airport operations, development and customer experience. Currently working as Head of Development - Passenger Experience at Dubai Airports, he is responsible for developing and implementing the service and product strategy, and driving best practices for people, product, process and premises to deliver a world-class passenger experience. He is currently leading the development of a future customer experience vision and strategy for Dubai Airports as part of its corporate objective of managing the world’s biggest and best airports.


Day 1 - 10 March
Session:
Customer Service & Passenger Experience


12:20 - 12:45 - Developing a customer-centric airport experience
Synopsis: Airports have traditionally developed their infrastructure and processes around two core requirements: capacity and revenue. However, the key to the success of future airports centres around customer experience. So how do we change the mindset in the industry and develop airports that put the customer at the centre, and create a great experience around their needs? Dubai Airports is leading the way with its visionary plans for the world’s biggest and best airports. This presentation will show some of the initiatives and concepts we have developed to make a step-change in the future customer experience at our airports.

Audience will learn: