Speaker Biograghy: Prior to her current role, Dominique was in charge of customer service at Air France, where she was responsible for process, staff training and financial management, plus IT management for all airport processes (annual €60-80m budget). At Air France she was also in charge of large change-management programmes. The Passenger Programme led to a new organisation process and jobs through e-ticketing, e-check-in, yield management and transfer passenger increase. The Operation Programme involved real-time process re-engineering ‘under’ the aircraft (load process, coordination process) and jobs and responsibilities evolution through technological innovation and a change-management programme. At ADP Dominique is in charge of customer satisfaction, leading a global company programme dedicated to passenger satisfaction. She has also been involved in the creation of a corporate customer development centre (Université du Service) open to all partners (sub-contractors, customers, police, airlines and ADP staff).


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

09:35 - 10:00 - Université du Service: collaborative work for customer delight
Synopsis: Everything you want to know about Aéroports de Paris' Customer Relations Observatory, Service Lab, customer relations and hospitality programme, and customer satisfaction management.

Audience will learn:

• Customer Relations Observatory
• Service Lab
• Customer relations and hospitality programme
• Customer satisfaction management