Royal Schiphol Group
Speaker Biograghy:
Flip has been Senior Programme Manager Customer Central in the Airport Operations Department of Amsterdam Airport Schiphol since 2016. In his current role his aim is to improve the performance towards Schiphol’s customers: travellers and airlines. He is a marketing professional with over 15 years' experience within the fields of marketing communication, events, aviation, and tourism and hospitality. In 2011 he won the Travelution Young Talent Award within the Dutch travel industry.
Day 1 - 14 March
Session:
Customer Service & Passenger Experience
09:10 - 09:45
- Marketing research and investigation
Synopsis: Marketing research and investigation provides valuable information for Schiphol’s vision to place the traveller at the centre. For this we investigated our traveller’s emotional journey. At what point are we exceeding expectations and where do we have work to do? We’re in the process of changing our strategies based on this information and arranging our organisation accordingly. What concrete steps is Schiphol taking for this transformation and what are the challenges we face? We will particularly look into the Operations Department.
Audience will learn:
- Valuable research findings and insights into the passenger’s (emotional) journey
- Recommendations based on these insights to improve the passenger journey
- Insights into the steps we take to make it work and the challenges we face