Speaker Biograghy: Rob joined London City Airport two years ago, tasked to design the improvement strategies for key processes, and lead the operational team in the implementation, to deliver the best passenger proposition while accommodating the airport growth. Trained to Lean Six Sigma Black Belt level, Rob has brought an integrated voice of the customer framework to the airport and is actively involved in training operational staff members up in Lean, and business analysts in Six Sigma to increase the continuous improvement culture in the airport.


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

09:45 - 10:20 - Designing a best-in-class airport improvement strategy using enhanced passenger insight
Synopsis: In today’s world of airports, it is current industry practice to focus on achieving SLAs and developing new facilities around standardised design standards. With this high standardisation across industry, how will you differentiate from your competitors? How can you buy customer loyalty? How well has the voice of the customer (VOC) been incorporated into your airport’s daily operations and strategy? London City Airport has an industry-leading voice of the customer programme, which enhances passenger experience, drives improvement activities and focuses the business on what is important, by integrating the voice of the customer in the holistic airport improvement strategy.

Audience will learn:

• How to integrate the voice of the customer in daily operations and airport development
• How LCY has integrated the passenger experience, process improvement and capacity planning within continuous improvement
• Why LCY is industry leading via its smart airport philosophy