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

More Episodes

featured-image

Ep49: Designing places: Where architecture meets experience

featured-image

Ep48: Build It Like You Mean It: Turning Vision into Action in a Legacy Infrastructure World

featured-image

Ep47: What retail can learn from the five-star lobby (pt.2)

featured-image

Ep46: What retail can learn from the five-star lobby

featured-image

Ep45: Why the hardest part of leadership has nothing to do with strategy

featured-image

Ep44: Prove it or Lose it: The CX Case for Investment

featured-image

Ep43: Grace Under Pressure: Designing Passenger Experience Through Disruption

featured-image

Ep42: Reimagining Shopping, Space and Experiences in Transit

featured-image

Ep41: No More Queues, No More Excuses: The AI Revolution in CX

Subscribe

Don’t miss an episode of the CXD Podcast.

Sign up now for your fortnightly dose of reimagination.

Other Perspectives

Close the gap between design and delivery: 5 tips for success

10 design principles to build a strong foundation for trust

Trust could be costing you millions

4 ways to transform CX through cross-functional leadership

Children at aquarium

Turning visits into relationships: designing destinations that last

Louvre customer experience

Why too much choice hurts your destination

Making big ideas stick: How Engine unites vision and execution

Host don't operate

Host, don’t operate: the human side of designing destinations

Winning over hearts and minds: the secret to creating a lasting design and change culture

Destinations that people feel

Designing destinations that people feel

Why siloed CX strategies fail

Why the approach to loyalty is broken – and what to do about it