CXE BLOG

We believe that when you bring the best and brightest minds in the industry together, you not only meet, but you exceed client expectations. It’s in this spirit that I am pleased to announce the appointment of Carol Fearns as Director, Field Operations and Scheduling. A key member of the CSE leadership team, Carol will help clients drive success through data-driven metrics to identify problems and help create solutions to ensure that every customer connection counts.

Is your organization prepared for the “Customer of the Future,” Gen-Z? At CSE, our clients frequently ask us how to create a personalized customer experience for passengers and consumers of different generations. In this Forbes article, there is a great list of tips for connecting with Gen-Z, specifically, but we’d like to offer these three quick tips for communicating effectively with your multi-generational customer base:

As our 25^th anniversary celebration comes to a close, it is with a grateful heart that we wish each of you, our clients and friends, the happiest of holidays.  May your New Year be filled with health and happiness, and may you make every connection count!

Customer Service Experts CEO, Lise D'Andrea, was the featured guest on The Airport Experience News Podcast with Ramon Lo, publisher for AXN.  This program highlights conversations with airport industry experts, operators, and executives who continue to ask questions, challenge the standard, and take risks.  Lise and Ramon discussed the evolution of the airport customer experience by finding the right blend of touch and technology to optimize the passenger experience. 

Airports Council International-North America (ACI-NA) announced the recipients of the 2018 Excellence in Airport Marketing, Communications, and Customer Service Awards on November 15, 2018, at an awards gala during the 2018 Marketing and Communications Conference in Ottawa, ON.  These awards recognize the quality of work, abundance of talent, and creativity within the marketing, communications, and customer service field of the airport industry. This year the contest received more than 300 entries in 20 categories.

 

It’s February and love is in the air, both on the ground and at 10,000 feet!  Airports and airlines across the world are recognizing Valentine’s Day as a perfect opportunity to “show the love” to their customers in a variety of creative ways.  Last year at our own “Balt-amour” International Airport, passengers were treated to everything from flowers and chocolates, to parking and concessionaire discounts. So, don’t hesitate to travel on February 14^th.  Instead, get ready to be struck by cupid’s arrow!