ACI World to Host 2024 Customer Experience Summit and Exhibition in Atlanta
Airports Council International (ACI) World has announced that it will host its prestigious Customer Experience Summit and Exhibition in Atlanta, USA, from September 23-26, 2024.
ACI World to Host 2024 Customer Experience Summit and Exhibition in Atlanta
Key Takeaways
- Event Dates: September 23-26, 2024
- Location: Hartsfield-Jackson Atlanta International Airport, Atlanta, USA
- Attendees: Over 600 senior airport executives, customer experience professionals, and business leaders
- Focus: Innovations in airport customer and employee experience
Event Overview and Significance
Airports Council International (ACI) World has announced that it will host its prestigious Customer Experience Summit and Exhibition in Atlanta, USA, from September 23-26, 2024. This premier event in the aviation industry calendar will be hosted by Hartsfield-Jackson Atlanta International Airport, bringing together over 600 senior airport executives, customer experience professionals, and related business leaders from around the globe.
The Customer Experience Summit and Exhibition is widely recognized as the leading platform for discussing and showcasing innovations in airport customer and employee experience. As the aviation industry continues to recover and evolve in the post-pandemic era, this event takes on added significance, offering a unique opportunity for industry leaders to share insights, strategies, and best practices for enhancing the airport experience.
Key Highlights
- Keynote Speeches and Panel Discussions: Featuring industry CEOs and leaders.
- Exhibitions: Showcasing cutting-edge customer experience technologies and solutions.
- Networking Opportunities: For senior executives and professionals.
- ASQ Program Winners: Revelation of the Airport Service Quality (ASQ) program winners.
- Customer Experience Accreditation: Recognition of airports achieving Customer Experience Accreditation.
Andrew Levy, Director General of ACI World, emphasized the importance of the event: "As we continue to navigate the recovery of the aviation industry, focusing on customer experience has never been more crucial. This summit provides an unparalleled platform for industry leaders to share their visions and strategies for creating exceptional airport experiences in this new era of travel."
Focus on Innovation and Technology
A key highlight of the summit will be the exhibition showcasing the latest products, services, and technologies designed to enhance the passenger experience. Attendees will have the opportunity to explore and experience innovative solutions firsthand, ranging from:
- Biometric and Contactless Technologies: For seamless passenger processing.
- Advanced Queue Management Systems
- AI-Powered Customer Service Solutions
- Sustainable and Eco-Friendly Airport Technologies
- Enhanced Digital Platforms: For personalized passenger experiences.
These exhibitions not only offer airports insights into potential investments but also provide technology providers with a unique opportunity to showcase their solutions to a highly targeted audience of decision-makers.
Importance of Customer Experience in Aviation Recovery
The focus on customer experience comes at a critical time for the aviation industry. As global passenger numbers continue to recover, reaching 93.8% of pre-pandemic levels in 2023, airports are facing new challenges in managing increased volumes while meeting evolving passenger expectations.
John Holland-Kaye, CEO of Heathrow Airport and a scheduled speaker at the event, commented: "In today's competitive landscape, customer experience is a key differentiator for airports. This summit provides an essential forum for sharing ideas and strategies to elevate the passenger journey from curb to gate and beyond."
Key Topics
- Balancing Efficiency with Personalized Experiences
- Leveraging Data and Analytics: To understand and predict passenger needs.
- Enhancing Accessibility and Inclusivity: In airport design and services.
- Implementing Sustainable Practices: Without compromising on customer satisfaction.
- Adapting to Changing Passenger Behaviors and Expectations Post-Pandemic
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Airport Service Quality (ASQ) Awards
A highlight of the summit will be the announcement of the Airport Service Quality (ASQ) awards. These prestigious accolades recognize airports worldwide for excellence in customer experience, based on passenger surveys conducted throughout the year.
The ASQ program, established by ACI, is the world's leading airport customer experience measurement and benchmarking program. It provides a comprehensive assessment of customer satisfaction across various touchpoints of the passenger journey, offering valuable insights for airports to continually improve their services.
Customer Experience Accreditation Program
The summit will also recognize airports that have achieved Customer Experience Accreditation. This program, launched by ACI World in 2019, provides airports with a structured approach to customer experience management, helping them to assess and improve their performance across multiple domains.
Airports achieving accreditation demonstrate a commitment to continuous improvement in customer experience, which is increasingly important in the competitive aviation landscape.
Host City: Atlanta and Hartsfield-Jackson International Airport
The choice of Atlanta as the host city for the 2024 summit is significant. Hartsfield-Jackson Atlanta International Airport has consistently ranked as one of the busiest airports in the world and has been a leader in implementing innovative customer experience initiatives.
Balram Bheodari, General Manager of Hartsfield-Jackson Atlanta International Airport, expressed enthusiasm about hosting the event: "We are honored to welcome airport leaders from around the world to Atlanta. This summit provides an excellent opportunity to showcase our city's hospitality and our airport's commitment to excellence in customer experience."
Atlanta's selection also underscores the importance of the North American market in the global aviation industry. As one of the most mature and competitive aviation markets, North America has been at the forefront of many customer experience innovations, making it an ideal location for this global gathering.
Challenges and Opportunities in Airport Customer Experience
The summit comes at a time when airports worldwide are grappling with several challenges in delivering exceptional customer experiences:
- Managing Increased Passenger Volumes: While maintaining high service standards.
- Implementing New Health and Safety Measures: Without compromising on efficiency.
- Addressing Sustainability Concerns: While meeting passenger expectations.
- Balancing Technology Adoption with Human Touch: In customer service.
- Catering to Diverse Passenger Needs: In an increasingly globalized travel environment.
These challenges also present opportunities for innovation and differentiation. The summit will provide a platform for airports to share their successes and learn from each other's experiences in addressing these complex issues.
Looking Ahead: The Future of Airport Customer Experience
As the aviation industry looks towards the future, the role of customer experience in shaping airport strategies is set to grow even further. The 2024 Customer Experience Summit and Exhibition will play a crucial role in setting the agenda for this evolution.
Key Trends
- Integration of AI and Machine Learning: In personalizing passenger experiences.
- Role of Airports in the Broader Travel Ecosystem: Including seamless multi-modal transportation integration.
- Advancements in Biometric Technology: And its implications for passenger processing and security.
- Impact of Virtual and Augmented Reality: On airport wayfinding and retail experiences.
- Strategies for Creating Emotional Connections: With passengers to build long-term loyalty.
Conclusion
The ACI World Customer Experience Summit and Exhibition 2024 in Atlanta represents a pivotal moment for the global aviation industry. As airports continue to navigate the complexities of post-pandemic recovery and prepare for future growth, the focus on customer experience remains more critical than ever.
This gathering of industry leaders, innovators, and decision-makers promises to shape the future of airport customer experience, driving improvements that will benefit millions of travelers worldwide. From cutting-edge technologies to strategic insights from industry CEOs, the summit offers a comprehensive look at the present and future of airport customer experience.
As the aviation industry continues to evolve, events like this play a crucial role in fostering collaboration, driving innovation, and ensuring that airports remain at the forefront of customer service excellence. The insights, connections, and innovations emerging from this summit will undoubtedly have a lasting impact on the way airports around the world approach customer experience in the years to come.
Q&A Section
What is the ACI World Customer Experience Summit and Exhibition?
The ACI World Customer Experience Summit and Exhibition is a premier event in the aviation industry that focuses on innovations in airport customer and employee experience. It brings together senior airport executives, customer experience professionals, and business leaders from around the globe.
When and where will the 2024 summit be held?
The 2024 summit will be held from September 23-26, 2024, at Hartsfield-Jackson Atlanta International Airport in Atlanta, USA.
Who will attend the summit?
The summit will be attended by over 600 senior airport executives, customer experience professionals, and related business leaders from around the world.
What are some key highlights of the summit?
Key highlights include keynote speeches and panel discussions with industry leaders, exhibitions showcasing cutting-edge technologies, networking opportunities, the revelation of ASQ program winners, and recognition of airports achieving Customer Experience Accreditation.
Why is customer experience important in the aviation industry?
Customer experience is a key differentiator for airports, especially in the competitive landscape of the aviation industry. It plays a crucial role in passenger satisfaction and loyalty, which are essential for the recovery and growth of the industry post-pandemic.
