Speaker Biograghy: James has worked extensively with airlines and airports looking to develop world-leading passenger experiences. Over the last year he has led work to develop the passenger experience for DWC - Dubai's new super-hub. He uses Service design to deliver great experience for passengers and to help Dubai work out how it can be delivered.


Day 1 - 10 March
Session: Customer Service & Passenger Experience

12:45 - 13:10 - Re-imagining Dubai Airport's future passenger experience
Synopsis: When building what will be the world's largest airport it's easy to repeat the conventions and assumptions of the past and allow the infrastructure to dictate the experience our customers have. But what would happen if the customer experience was defined at the same time as the infrastructure, and pushed our concept of what an airport could do for its passengers above and beyond the basics? This presentation will detail the approach to developing an ambitious customer experience design programme, and reveal some core ideas that aim to make Dubai the super-hub of choice.

Audience will learn:

• How customer experience can be developed
• The changing role airports play in passengers' lives
• Inter-relationships between infrastructure and experience
• The important of moving beyond technology as the solution
• Ways of engaging the organisation to change and become a service brand