JAKARTA - Angkasa Pura Airports, as an airport operator, has been acknowledged as a best practice model on airport services by dozens of world airport operators. Angkasa Pura Airports is appointed to speak in front of world airport management delegates regarding the importance of innovation in determining competitive advantage and providing excellent customer service in the 2019 Customer Experience Global Summit forum which will be held in Bali on September 2 to September 5, 2019.
This prestigious meeting attended by international airport managers will discuss topics related to services to explore the creation of customer experience by the entire airport management community and obtain a comprehensive perspective of each airport service process which directly connected to airport service users.
"We are proud to have been appointed by ACI World as the organizer of this prestigious event related to services within the international airport management community Customer Excellence Global Summit this year that is in line with our commitment on customer service excellence and are trusted to share our experience in managing customer service along with Milan’s Linate Airport, San Antonio Airport, and Sydney Airport in the 4th session of the first Summit Day on September 4," said Angkasa Pura Airports Marketing and Services director Devy Suradji.
Angkasa Pura Airports, Devy added, is also proud because all world airport managers who are members of ACI World are enthusiastic to learn the experiences of Angkasa Pura Airports, the only airport manager in Indonesia which has the opportunity to share best practices in managing airport service user experience in the country.
To measure the level of success of customer service, airport managers can participate in the Airport Service Quality (ASQ) Program which has various programs to determine the level of satisfaction of service users of an airport, including an award program for airport managers with a high level of customer satisfaction. However, for Angkasa Pura Airports, participating in the ASQ Program is not merely to win awards as it is a valuable benchmarking program that encourages Angkasa Pura Airports to provide better customer service.
"Excellent customer service is an ongoing process that must be supported by commitment, consistency, and good monitoring at every level of our organizational hierarchy. It's all about managing internal and external customer expectations amid the increasingly dynamic aviation business environment lately," Devy said.
One Airport Management Community, Many Passenger Journeys
The 2019 Customer Experience Global Summit meeting’s theme is "One Airport Management Community, Many Passenger Journeys". There will be some notable speakers such as TRACE Consulting Founder and Managing Director Vimal Rai, AIA Managing Principal BenL Consulting International Ben Lao, and other world aviation industry figures.
"ACI Customer Experience Global Summit brings leaders and experts in the world airport industry from each region to discuss the importance of industry trends in terms of customer experience," said ACI World general director Angela Gittens.
The airport itself is now a destination, offering customers a unique experience through their travel in an airport. This year's Customer Excellence Global Summit meeting will explore how airport managers can work with their partners and other stakeholders to ensure each touch point provides a positive experience for customers.
Various topics that will be discussed in this meeting will be related to: managing customer satisfaction in the era of disruption, accreditation of customer experience, managing growth as well as customer experience, facilitating travel for all, ensuring results, and "one airport, many passenger journeys".
The ACI Customer Experience Global Summit will consist of several activities, namely the training day on September 2, which focuses on the implementation and management of ASQ Survey, followed by ASQ Forum which provides key findings and lessons from the ASQ Program on September 3, then Customer Excellence Global Summit on September 4 to 5, and the Gala Dinner as well as the annual ASQ Awards on September 5.
For more information about the 2019 ACI Global Customer Experience Summit event, you can visit the website https://customerex.aci.aero. [DR]
