Ambar Franco | VP Customer experience
Star Alliance
Ambar Franco is the Vice President of Customer Experience at Star Alliance. She drives customer experience initiatives across the entire journey, with a focus on booking, airport, connection and loyalty experiences.
She is an expert in developing customer-centric strategies and creating seamless travel experiences. With over two decades of experience in the travel industry, she most recently served at Mandarin Oriental Hotel Group, where she spearheaded strategic global partnerships and new ventures, significantly enhancing the brand’s presence and customer engagement.
Ambar completed her studies in Spain and earned a Master’s degree from EADA University in Barcelona.
Appearances:
World Aviation Festival Day 2 @ 12:20
Fireside chat: The connected passenger – what it takes to keep journeys frictionless
World Aviation Festival Day 2 @ 12:50
Panel: Making the business case for CX – why customer focus drives commercial success
- Bridging CX & revenue growth – how enhancing customer experience translates into higher retention, ancillary sales, and brand loyalty.
- Understanding key performance metrics and case studies that demonstrate the ROI of CX improvements.
- Exploring how airlines can effectively analyse passenger feedback to uncover trends, anticipate needs, and personalise experiences.
- Embedding CX into airline culture – strategies for leadership to prioritise customer experience across departments, from digital transformation to frontline staff
World Aviation Festival Day 3 @ 10:00
Customer Leaders Panel: Delivering customer centric innovation to meet evolving expectations of passengers
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