Ep 29: From the Ground Up: How Frontline Staff Enhance Passenger Experience

In this episode of the CXD podcast, Oliver King is joined by Natasha Roberts, Senior Consultant at Engine, to discuss the changing roles of airport staff, the impact of technology and the balance between human touch and automation. They discuss the evolution of frontline staff roles and the challenges and opportunities presented by the evolution, including the work environment and ongoing training opportunities. Download your copy of our Passenger Experience Strategy Checklist.    Chapters: 01:39: The Evolution of Customer Experience in Aviation 02:40: Transforming Roles in Airport Staff  04:46: The Changing Landscape of Customer Support in Aviation 07:56: Evolving Staff Roles in the Airport Environment 11:06: Challenges and Opportunities in Airport Technology 19:17: Supportive Work Environments and Ongoing Training in Airports

There are no comments yet.

Please log in to write the first comment.