Jerry Angrave | Customer Experience Director
Empathyce

Jerry Angrave, Customer Experience Director, Empathyce

Customer experience consultant. Consultancy to help business leaders and their teams to find incremental value by operating in a way that better reflects the way their customers and clients see the world; the right customer and client experiences to result in better business.

Appearances:



World Aviation Festival Day 1 @ 12:55

CX Panel: Why delivering the digital customer experience is more important now even more than it has been ever before?

  • Where are the new areas of customer friction or struggle across the digital and mobile experience?
  • How does the current aviation CX model react to the realities of today?
  • 2020-2021 allowed us to offer more flexibility than we could have ever imagined – will that flexibility remain in place as re-emerge as an industry?
  • How will end-to-end partnerships develop in areas such as mobility, loyalty, retail and payments to help boost the customer experience across the whole journey?

World Aviation Festival Day 1 @ 15:25

Panel: How touchless technology is redefining the customer experience beyond the pandemic?

  • Going from high touch to low touch – How are airlines and airports rethinking digital and physical interactions throughout the whole journey?
  • How do we continue to differentiate in a touchless environment?
  • What innovations have been driven by the pandemic response and which new digital products and services can we expect to further evolve as we continue to rebuild?
  • Understanding how you marry together touchless and personalisation across all of your channels

World Aviation Festival Day 2 @ 12:30

Panel: Disruption management in the post pandemic era

  • As travel becomes increasingly complex for our passengers how can we use digital tech at the front of house and behind the scenes to re-instill confidence and solve every day passenger problems?
  • What kind of mindset does the industry need to adopt to cope with the post-pandemic customer to help enable a quicker recovery?
  • How can you deliver a holistic, considered response to passenger disruption that reflects your airline or airports brands?
  • In what way has the need for contactless service and operations impacted our ability handle disruptions effectively?
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:16 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:17 GMT
last published: 12/Nov/21 11:18 GMT

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