Bluebox CEO Kevin Clark joining customer experience panel at the World Aviation Festival in Lisbon

The passenger experience is always changing. Throughout any journey, technology plays an increasing part in that evolution. Customer needs, behaviours and perceptions are often the drivers for the introduction of that new technology, which itself can provide further insight into the passenger experience.

On 27 September (12.45pm) at the World Aviation Festival in Lisbon, Bluebox’s CEO Kevin Clark will be participating in a panel session looking at how we can better understand customer perceptions and empower the passenger throughout their journey.

Some topics & questions the panel will address include:

• Looking at strategies that empower the customer pre-flight, and meet their needs and concerns during and after their journey.
• Rethinking how to measure passenger experience – are we prioritising operational metrics, rather than customer experience? How can we ask the right questions at the right time?
• Passenger feedback – how can it be analysed effectively and used to drive real change?
• How can we continue to personalise the passenger experience and create a direct connection to individual travellers?

The panel will be moderated by Jerry Angrave, Founder, Empathyce, and participating in the discussion are:

Heike Birlenbach, SVP Customer Experience, Lufthansa Group
Marleen van de Pol, VP Customer Experience, KLM
Sofia Lufinha, Chief Customer Officer, TAP Air Portugal
Rahul Jolly, President – Global Travel & Hospitality, Teleperformance

If you’re planning on visiting the WAF and would like to arrange a meeting with Bluebox, please contact us via the WAF’s Swapcard networking platform, or by clicking here to send us a meeting request.