ACES: Airport Customer Experience Specialist

Competencies Obtained

On completion of this course participants will be able to:

• Be prepared to accompany the airport towards customer experience accreditation.
• Understand the roles and responsibilities of a customer experience professional involved in customer experience management.
• Contribute to a customer experience program.
• Understand the concepts behind the eight (8) domains of the airport customer experience model.

Who Should Enrol?

• Airport Customer Service and/or Operations Directors, Managers, Officers, and Staff.
• Airport Marketing and Commercial Managers and Staff.
• Airport Public Affairs and Communications Directors, Managers, and Staff.
• Airport Security Managers, Supervisors, and Staff.
• Supervisory and Managerial Airport Staff who have external and/or internal customers.

Course Content

The Airport Customer Experience Specialist courses consist of the following seven modules.

1. Introduction to Customer Experience Management

• What is Customer Experience Management and why is it so important?
• The ACI Airport Customer Experience Accreditation program.
• Key success factors for managing customer experience in airports. 
• Programs, services, and resources offered by ACI to help airports better manage customer experience.

2. In the Customer’s Shoes

• The importance of putting yourself in the customer’s shoes when managing customer experience.
• Gathering and sharing Voice of the Customer (VoC) information, developing segments and personas, and conducting customer journey mapping.

3. Customer Research and Data Analysis

• Key steps in the research process.
• Quantitative and qualitative research methods. 
• Generating insights from data to inform the airport’s customer experience management program.

4. Customer Experience Strategy

• The role of customer experience in the strategy and branding of an airport.
• Key components of a customer experience strategy and their importance.
• Defining and implementing a customer experience strategy.

5. Service Improvement and Design

• Operational improvements that improve service quality.
• Designing new experiences to deliver the brand promise.
• How to build and follow a customer experience plan.

6. Customer Experience Indicators and Dashboard

• Selecting customer experience indicators.
• What a customer experience dashboard is and how to build and customize one for your airport. 

7. Customer Experience Culture

• The importance of building a customer experience culture.
• Levers to increase employee engagement.
• Developing strong governance to drive customer experience.

Assessment

This course includes an integrated online assessment. Candidates must successfully complete the assessment to receive a Certificate of Completion.