Training Centre Authored Course
Classroom
Passenger Experience Management
This course aims to equip participants with in-depth knowledge of Passenger Experience Management (PXM) and practical methods for its successful implementation in an airport environment. It focuses on the key elements that contribute to an effective PXM strategy, including integration into the passenger journey, alignment with company strategy, and incorporation into daily airport operations.
Objectives
- Design and deliver a customer experience strategy and facilitate a customer-centric culture throughout your organization
- Leverage customer data and insights to apply practical and actionable outcomes
- Facilitate and promulgate design thinking methodologies in your organization
- Drive improvements to business processes and carry out innovative projects through transformative technologies
Program Content
- PXM and Brand Management
- PXM and Human Resource Management / Corp. Culture
- PXM Best Practices MUC and world leading airports
- PXM and the Digital Perspective
- PXM and Innovation / Trends
- Measurement of Customer Experience, PXM-Targets & Market research
- PXM Tools: Passenger Journey and Service Design, Passenger Segmentation and Personae
- Audit System, Action Plan / Roadmap, Integration / Change Management (Case study)
