Testimonials

  Provide specialist advisory services to guide the development and integration of the customer experience strategy and conceptual operations for the Terminal 3 Precinct Project. 

Outcomes: 

• An experience strategy that was practical, evidence-based, and aligned with industry best practice.
• Conceptual operations planning grounded in practical requirements, enabling smooth transition from strategy to implementation.
• Strong executive confidence from a credible peer review that strengthened decision making and streamlined direction.
• Journey mapping and quality measures that translated directly into better traveller experiences in the live airport environment.

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.

 A measurable experience strategy to drive shareholder value and respond to experience needs and expectations.

Outcomes:

• Collective goal with clear principles for use in decision making aligned to the Strategic Plan.
• Performance baseline from engagement activities, experience and operational assessments.
• Team scorecard for tracking performance with a roadmap to achieve desired state for the operation and experience.
• Governance regime with clear accountability to set corporate strategy, manage performance and inform business decisions.

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.

Publication of industry guidance with key members for non-visible 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.

  A global review and update of the Airports & Persons with Disabilities handbook to encourage airports to strive for excellence in accommodating passengers with disabilities. 

Outcomes:

• Aligned approach to the publication across member regions.
• Agreement on implementation of best practices with practical applications to illustrate the content.
• Responds to member and societal shift including assistive technology.
• Adaption of Universal Design practice with global alignment on typologies, inclusive considerations.
• Approaches to ensuring corporate accountability and practices.

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 employees globally in the delivery of quality customer service along the entire customer journey.
• Relevant knowledge and complexity within subject matter to achieve competence.

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.

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

Outcomes:

•  Alignment of managers across multiple tourism sites on experience, success and governance.
• 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. 

 Collaborate with organisations to develop novel adaptations and supports, resulting in opportunities for people to access public spaces in a safe, equitable and inclusive way. 

Outcomes:

• Sector alignment on approach and advocacy.
• Resources to support individual organisations to sustainably implement/embed inclusive initiatives, resources and environments.
• Opportunities to support industries (i.e. cultural and sporting) to consistently implement/embed inclusive initiatives, resources and environments via peak bodies.