✔️ The role of CX in airports, and how it translates to your organization. 
✔️ How Schiphol Airport measures and optimizes the passenger experience
✔️ What to focus on to keep the balance between being customer-centric, and operating on a budget.
✔️ Concrete examples of small service optimizations with big impact on CX
✔️ How you can put CX back on the agenda after the pandemic