Ep 29: From the Ground Up: How Frontline Staff Enhance Passenger Experience

In this episode of the CXD podcast, Oliver King is joined by Natasha Roberts, Senior Consultant at Engine, to discuss the changing roles of airport staff, the impact of technology and the balance between human touch and automation. They discuss the evolution of frontline staff roles and the challenges and opportunities presented by the evolution, including the work environment and ongoing training opportunities.

Download your copy of our Passenger Experience Strategy Checklist. 

Chapters:

• 01:39: The Evolution of Customer Experience in Aviation
• 02:40: Transforming Roles in Airport Staff 
• 04:46: The Changing Landscape of Customer Support in Aviation
• 07:56: Evolving Staff Roles in the Airport Environment
• 11:06: Challenges and Opportunities in Airport Technology
• 19:17: Supportive Work Environments and Ongoing Training in Airports