Adam Kressler | Vice President of Customer Experience
Cincinnati/Northern Kentucky International Airport (CVG)
Adam Kressler is Vice President of Customer Experience at Cincinnati/Northern Kentucky International Airport (CVG), where he leads initiatives designed to enhance the passenger journey and advance customer-focused innovation. Drawing on experience across airport planning and consulting, airline operations, and customer experience leadership, Adam brings a broad perspective to the evolving aviation landscape.
Prior to joining CVG, he worked in airport consulting and with a regional airline, supporting network planning, aircraft scheduling, operations analysis, and airport development initiatives. His work has included advancing customer experience programs, supporting accessibility and inclusion efforts, and fostering collaboration among airport and airline partners to reduce friction and improve continuity throughout the passenger journey.
Appearances:
WAF Day 3 @ 14:00
Fireside Chat: Co-creating the future journey: how CVG turns airport pilots into shared value
WAF Day 3 @ 14:30
Panel: Designing the passenger journey together – how do airports, airlines and partners deliver a truly shared experience?
- Where are airports, airlines and partners still redesigning the journey in isolation rather than taking an end-to-end passenger view?
- Can joint experimentation and testbeds reduce duplication and help scale innovations faster?
- How do we connect physical and digital journeys? Terminal design, baggage systems and intermodal links with apps and digital tools?
- How should performance metrics evolve so NPS, OTP, dwell time and spend reflect joint ownership of the passenger experience?
- What will make partnerships across airlines, airports and suppliers work to deliver a joint-up experience?
- By 2030, what should passengers tangibly experience if airports and airlines are truly innovating together?
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