ACI Passenger Experience Management 

The aim of this course is to provide participants with profound know-how about Passenger Experience Management (PXM) and methods of its successful implementation at an airport. The course focuses on key factors required for effective PXM application and integration into customer journey. It also explains how to align PXM with company strategy and how it can be embedded into airport’s day-to-day business.

Upon completion of the trainings participants will be able to:

• Identify, collect and categorize touchpoints at the airport and the personas
• Apply methodology to track and record passenger journey through the airport
• Measure Customer Experience and Market Research (Big Data vs. Smart Data)
• Analyze the relationship between enthusiastic staff and premium service culture to raise awareness
• Plan customer experiences strategically and create a tangible brand to anchor PXM at the airport
• Perform an internal PXM-Audit-System for continuous improvement
• Develop suitable methods to ensure a sustainable and successful PXM strategy
• Apply knowledge from course to a case study exercise to demonstrate comprehension of the overall principles of PXM

• 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)

• Executive and Senior Managers
• Passenger Experience Managers and Supervisors
• Customer Relations Managers and Supervisors
• Quality Assurance Managers and Supervisors
• Project Managers and Supervisors