Airport Experience Transformation

Why Choose This Course?

This course isn't just about theory — it's about actionable strategies and hands-on tools that you can apply immediately to improve the customer experience at your airport. Gain a deeper understanding of customer needs, align your strategy with organizational goals, and lead your team towards a customer-first culture.

Who Should Attend?

This course is ideal for professionals who want to lead their airports toward a future of outstanding customer service. If you're in a management role and looking to elevate your airport's customer experience, this course is for you.

Positions:

• Airport Customer Service, Operations, Marketing, and Commercial Directors, Managers, Officers, and Staff
• Airport Public Affairs and Communications Directors, Managers, and Staff
• Airport Security Managers, Supervisors, and Staff
• Senior Managers, Supervisors, or those aspiring to CXO roles

Background: You should have a foundational understanding of airport passenger experience management (PXM or ACES certification). This course is intended for individuals already holding a managerial position within an ACI member airport or World Business Partner organization, and who have earned the Airport Customer Experience Specialist (ACES) designation.

Learning Objectives

By the end of this course, participants will be able to:

• Deepen Your Customer Insight: Learn how to gather and analyze data using customer journey maps, passenger personas, and both qualitative and quantitative tools.
• Align Strategy for Transformation: Develop a customer experience strategy that aligns with your airport’s corporate goals and fosters growth and innovation.
• Master Customer Experience Measurement: Understand the nuances of measuring customer satisfaction and use these insights to continuously improve the experience.
• Embrace Design Thinking: Apply creative problem-solving techniques to enhance customer service and experience.
• Build and Lead a High-Performance CX Team: Structure and inspire a customer experience-focused organization, engaging employees at every level.
• Create a Lasting Impact: Cultivate a customer-centric culture that transcends departments and engages all airport stakeholders.

Course Highlights

• Comprehensive Customer Experience Framework
• Data-Driven Customer Insights and Measurement
• Strategic CX Transformation and Implementation
• Culture and Stakeholder Experience Management
• Service Design and Innovation in CX

Each module includes interactive discussions, hands-on exercises, and knowledge assessments to reinforce learning.

Benefits for you

• Enhance Your Expertise: Gain a comprehensive, advanced understanding of airport customer experience management.
• Leadership Skills: Learn the skills to effectively lead and inspire your team towards a customer-first culture.
• Global Networking: Connect with like-minded professionals from across the globe and expand your network.
• ACI Certification: Receive a globally recognized certificate upon completion, boosting your credibility and career advancement.

Practical Takeaways for your Airport

• Develop a clear, actionable strategy to improve passenger experience at your airport.
• Build a stronger customer-centric culture across your organization.
• Have the tools and confidence to implement customer experience management programs that make a measurable difference.