Panel: How can the entire aviation ecosystem collaborate to design end-to-end customer journeys that prioritize passenger satisfaction and enhance commercial success?
Tuesday, October 8, 2024 2:30 PM to 3:15 PM · 45 min. (Europe/Amsterdam)
CX Design Summit - Keynote 2 - Hall 5
Panel Discussion
Customer ExperienceFlexibility
Information
- Discussing strategies for designing seamless end-to-end passenger journeys, from booking to post-journey experiences.
- Exploring the importance of holistic journey planning and coordination between airlines and airports to optimize passenger satisfaction and loyalty.
- Collaborating to design and develop service propositions and customer experiences tailored to First Class, Business Class, Premium Economy, and Economy passengers throughout the entire journey.
- Discussing the role of digital tools, self-check-in processes, flexibility options, and post-journey feedback mechanisms in creating frictionless and satisfying travel experiences.
Speakers
Henry Harteveldt
Travel Industry AnalystAtmosphere Research Group
Clemens Strauss
Vice President of Customer Experience and Product and MarketingEurowings
Ella Alkalay Schreiber
SVP, GM FintechHopper
Vivian Lo
GM Customer Experience and DesignCathay Pacific
Lilian Tse
Head of Customer Experirence and Innovation, MENAPublicis Sapient
Chris Gale
Product Lead - Mobile & AppEmirates
