Ep29: 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.

Connect with Natasha.

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

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