Speaker Biograghy: Silke joined Brussels Airport eight years ago as a Market Researcher. She explored in depth the existing profile and satisfaction research and managed to get it into the DNA of the company, giving a voice to the customer. Projects use it as a starting point and managers are praised for satisfaction scores. She introduced all kinds of ad-hoc research to steer company decisions. She has been Experience Manager at Brussels Airport for two years, a new function and a domain to explore. Going from product improvement to installing Christmas trees, it a broad but very interesting domain to work in at an airport.


Day 1 - 14 March
Session: Customer Service & Passenger Experience

16:30 - 17:00 - How to bring 'customer experience' into practice
Synopsis: The presentation will look at bringing the theory into airport practice – how to bring the CEL theory (also from ACI) into real life, with three very solid business cases: premises – seating as key touchpoint and driver of satisfaction; product – app 3.0, building a location-based information-driven app; people – community building after 22/03 at BRU and Airport Helper programme.

Audience will learn:

• Cross-airport practices by touchpoints
• What do passengers tell us?
• Praise technology and keep the human approach