Speaker Biograghy: Dimitri took up the position of Head, Airport Service Quality (ASQ) at ACI World in 2015. His main responsibility is to manage the ACI ASQ programme, which guides airports towards improving their customer experience excellence across numerous touchpoints of a passenger’s journey. Dimitri holds a BBA (1998) and an MSc in Marketing (2000) from Hautes Etudes Commerciales (HEC) in Montreal, Canada. With nearly 20 years' experience in marketing across a variety of industries, he is an expert in product management, customer experience and marketing research. In previous roles, Dimitri was in charge of customer experience management and service design for Hydro-Quebec, as well as product management and new product design for National Bank Insurance and telecommunications company Videotron. In addition to his work at ACI World, Dimitri teaches marketing research and market analysis at HEC Montreal.


Day 2 - 21 March
Session: Customer Service & Passenger Experience

14:30 - 15:00 - Should cultural differences influence airports' customer experience management programmes?
Synopsis: Culture is the collective programming of the mind that distinguishes the members of one group or category of people from another. According to this definition, it is stipulated that culture should play an important role in the way customers expect services to be delivered by airport employees. We will see in this presentation how airports should understand the culture in order to adapt their customer experience management programmes for their varying passengers.

Audience will learn:

• Impact of culture on overall satisfaction and customer experience management
• How to integrate culture within customer experience management programmes
• Conceptual framework to understand culture in the context of customer experience
• How to use passenger personas to enhance customer service in a multicultural environment