Swedavia

Speaker Biograghy: Kickie is strategically responsible for the customer experience at Swedavia airports. In recent years Kickie has been involved in several strategic projects with the aim to improve the experience for the customer; for example, a customer segmentation model, customer journeys, brand design in the physical environment, self-service products and a service culture programme that bring the diverse array of airport workers together, motivating and creating dedication. Kickie is also responsible for the Market Insight team at Swedavia, which supports the organisation with market analysis, forecasts and business intelligence with the aim to increase knowledge about the customer and the market.


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


09:05 - 09:35 - Improving the customer experience based on insights and behaviours
Synopsis: Swedavia is constantly working to create a more attractive airport environment for customers. A critical success factor for development is to deeply understand our customers and spread that understanding so that it influences decisions at all levels within the organisation. Swedavia strives to be even better at customer-driven service design and create new business opportunities by focusing on the customer. We are therefore introducing an iterative and cross-functional working methodology to create a holistic approach and common priorities. In that way we believe that we will succeed in improving the customer experience, regardless of who the customer is.

Audience will learn: