Testimonials

Development of a strategic customer experience framework to complement a newly formulated corporate strategy.

Outcomes:

• Flexible and scalable strategy that reflects the unique aspects of each airport in the group.
• Reductions on the risk of investment decisions through a clear decision-making framework.
• A common understanding of the customer experience expectations for the group.
• A dashboard profiling key success measures to track the impact of decisions and responsiveness on airport performance.

Creation of a common tool for airports to validate their own facilities and processes - the global Accessibility Enhancement Accreditation for airports. 

Outcomes:

• Recognition program that demonstrates to users of public spaces that it meets a respected standard.
• Provide a means for processes in airport facilities, regulators and the broader aviation ecosystem to implement globally agreed best practices. 
• Tool that enables the self- assessment of airport facilities and processes and identify opportunities for improvement.

Assessment of insights, performance monitoring and reporting regime against best practice. 

Outcomes:

• An engagement approach co-created with stakeholders that supports their business objectives.
• A strategy formed from insights that is improving the experience for both customers and stakeholders.
• The right data and insights to inform and prioritise decision making and reduce risk in investments.
• A governance framework to assign accountability, track performance and manage ongoing engagement with customers and stakeholders.

Publication of industry guidance with key members for non-apparent disabilities

Outcomes:

•  A consistent approach to inform priorities and investment decisions that promote an inclusive and consistent airport experience
• An aligned industry on the delivery of inclusive environments for the benefit of members
• An industry guideline for airports to successfully adopt and apply recommendations for inclusive environments to their airport environment

Assessed operational efficiency and customer experience commitments.

Outcomes:

• Roadmap to achieve desired state for terminal operations and customer experience
• Corporate strategy that delivers repeatable systems for application across multiple operations and assets
• A structure that supports an efficient, compliant and high performing operation in current and transition to new facilities
• Regime for insights, frameworks and supporting governance to set corporate strategy, manage performance and inform business decisions

Publication of a customer program based on asynchronous eLearning on service essentials.

Outcomes:

• Learning program created from a design thinking approach, centered around self-awareness
•  Knowledge that caters to airports globally for distribution 
• Content to build the capability of frontline airport employee globally in the delivery of quality customer service along the entire customer journey
• .Relevant knowledge and complexity within subject matter to achieve competence

 A customer strategy across three cultural tourism sites based on insights and the development of a governance framework to set and measure success.  

Outcomes:

• Understanding of customers – expectations and behaviours 
• Clear roadmap prioritised by drivers of satisfaction to improve experience 
• A unique dashboard to profile each site’s performance and opportunities in executive reporting
• A framework for making decisions including required capabilities and data to ensure decisions are informed and implemented