Speaker Biograghy: Laure is a graduate of HEC Business School (France). In January 2015 she was appointed Executive Director, Chief Customer Officer for Aéroports de Paris and joined the Executive Committee of Aéroports de Paris. She is responsible for all retail, food and beverage, parking, media activities, digital and CRM, customer intelligence and customer experience. She also has responsibility for airline satisfaction and route development. Within Aéroports de Paris Group she is member of the Management Board of Société de Distribution Aéroportuaire (joint venture), Relay@adp (joint venture) as well as a member of the board of Média Aéroports de Paris (joint venture). Previously she spent eight years at Kraft Foods, in marketing, in Paris & New York, and eight years at Club Med, as Marketing VP for France and then CEO of the European Business Unit.


Day 1 - 15 March
Session: Customer Service & Passenger Experience

09:35 - 10:00 - A customer-centric strategy for Aéroports de Paris
Synopsis: Connecting Clients, our customer-centric strategy, is based on four axes: (1) Increase the number of destinations to/from Paris by speeding up prospection around high potential markets, with effective tools; (2) Bring service quality on a par with the best European airports, by implementing acceleration projects, developing an operational excellence culture and engaging the airport community; (3) Offer the best of the Paris experience through a unique services/shops offer; (4) Simplify and personalise the customer relationship, particularly with digital tools. This customer strategy will allow us to take up the company’s business challenges whether in customer satisfaction, traffic or income per passenger.

Audience will learn:

• Improve
• Bring
• Offer
• Simplify