Passenger Experience Management

Aim

The aim of this course is to provide participants with a learned profound know-how on Passenger Experience Management (PXM) and methods for the successful implementation of PXM at an airport. The course will focus on the key factors for an effective PXM and the integration of PXM into the customer journey. The course will also explain how to integrate PXM into the company strategy and how PXM can be integrated in the day to day business at the airport.

Learning Objectives

Upon completing this course, participants will be able to understand the passenger in terms of:

• Identify, collect and categorize touchpoints at the airport and the personas;
• Apply the methodology to track and record the passenger journey through the airport campus;
• Measure Customer Experience and Market Research (Big Data vs. Smart Data);
• Analyze the relationship between enthusiastic staff and the premium service culture to raise awareness;
• Plan customer experiences strategically and create a tangible brand to anchor PXM at the airport;
• Perform an internal PXM-Audit-System for continuous improvement;
• Develop proper methods to ensure a sustainable and successful PXM strategy;
• Integrate teachings from course through a case study exercise to demonstrate comprehension of the overall principles of PXM.

Target Audience

• Executive and Senior Managers
• Passenger Experience Managers and Supervisors
• Customer Relations Managers and Supervisors
• Quality Assurance Managers and Supervisors
• Project Managers and Supervisors

Course content

• PXM and Brand Management
• PXM and Human Resource Management / Corp. Culture
• PXM Best Practices MUC and world leading airports
• PXM and the Digital Perspective
• PXM and Innovation / Trends
• Measurement of Customer Experience, PXM-Targets & Market research
• PXM Tools: Passenger Journey and Service Design, Passenger Segmentation and Personae
• Audit System, Action Plan / Roadmap, Integration / Change Management (Case study)