UNITAR Online Catalogue
CIFAL Atlanta- Airports and economic development
People
Background
As the aviation industry continues to grow at an accelerating rate worldwide, there is an increased need for airports in developing countries to reexamine and improve their practices in terms of operations, economics, management, safety and security. Each year, the Airports Council International hosts a number of conferences and seminars focused on enhancing airport services and security in developing nations, and CIFAL Atlanta has been a long-time partner of ACI in providing these programs. The aim of this seminar is to assist airport officials in developing countries in achieving meaningful and sustainable results in emergency planning via the event and learning objectives highlighted below.
Content and Structure
The seminar consists of the following six sessions:
The six disciplines of customer experience:
Discipline 1: Vision and Strategy
Discipline 2: Understanding the passenger, introduction to marketing research and Passenger personas and journey mapping
Discipline 3: Design of experience and interaction, role of co-creation in the design process
Discipline 4: Measuring customer experience, type of customer experience metrics: Satisfaction, NPS (net promoter score), CE (customer experience)
Discipline 5: Governance
Discipline 6: Culture Service profit chain, employee experience vs customer experience/Culture symmetry of attention, employees surveys vs clients surveys
Methodology
The learning activities for this seminar include sessions consisting of short presentations, participant dialogue and activities including hands-on training exercises, all of which are complemented by networking elements before and after sessions.
Targeted Audience
This seminar targets airport officials from developing countries worldwide, including general managers, operators/owners, COOs and CFOs, and other senior leadership.