Speaker Biograghy: Sujata Kumar Suri is the Vice President - Strategy and Customer Experience at Hamad International Airport (HIA), where her main task is to ensure that HIA’s strategic investments focus on optimising customer satisfaction. She is also responsible for providing strategic management of HIA’s long-term development programme with a view to ensuring that capital investments deliver infrastructure in line with business requirements. Sujata joined the aviation industry in 2008 as Vice President – Service Development for Dubai Airports, where she was responsible for delivering the airports service strategy. Her focus on service performance management and building a service culture led to several successful initiatives including the implementation of a multi-technology service delivery measurement system.


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

10:05 - 10:35 - Airport consumer behaviour trends – demand analysis for improving customer experience
Synopsis: The presentation will centre around the changing needs of passengers in the last decade and how this has resulted in a different focus to conventional airport business development strategy. Traditionally airports were infrastructure providers who made their money through leasing areas. There is a shift in that mindset and airports are now maximising commercial revenues through improved customer experience, the optimisation of which depends on extensive research into passengers' needs.

Audience will learn:

• The changing customer needs in areas of information and services
• Changing passenger expectations from comfort and shopping
• How changing passenger needs have evolved airport business development strategy

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

09:00 - 09:00 - Conference Chairs