Speaker Biograghy: Jean-Michel has been the Customer Experience Director for Groupe ADP since the beginning of 2016, after four years as the Quality Director of Charles de Gaulle airport. Previously he was the Legal and Strategy Director of Gares & Connexions, the stations department of SNCF, the French railways company, between 2008 and 2011, and the CEO of CRMServices, the SNCF subsidiary managing loyalty programmes, between 2006 and 2008. He is a graduate of EDHEC business school (Lille).


Day 1 - 14 March
Session: Customer Service & Passenger Experience

11:40 - 12:10 - Hospitality at Paris Aéroport
Synopsis: Developing an outstanding welcoming attitude at the airport is a key issue to improve customer experience in Paris. This not only concerns Groupe ADP staff but also all the airport community, as 95% of the contacts are with external staff. Among other initiatives, Paris Aéroport has launched a customer attitude programme to differentiate and embody the image of our airport. Our aim is to develop a caring and personalised relationship with our customers at every contact point throughout their travel experience.

Audience will learn:

• Developing a welcoming attitude in a complex environment
• A hospitality project to increase the sense of welcome
• A customer attitude programme (Paris Vous Aime) to differentiate and embody the image
• Traits consistent with our brand promise and the company's goals and values
• How to raise awareness among partners