Marco Barbosa | Directior of Guest Care and Delivery
Etihad
Marco brings 20 years of professional experience to his role leading Guest Care and Delivery at Etihad Airways. His remit spans contact centres, guest relations, service recovery and premium guest services. He focuses on transforming customer experience through people, data and technology, combining operational discipline with personalised care. At Etihad, he leads initiatives in AI-enabled service, automation and proactive guest recovery to simplify journeys and strengthen service delivery. With a background in Statistics and Machine learning, Marco brings an analytical perspective to creating better customer outcomes.
Appearances:
WAF Day 1 @ 16:20
Panel: How can airlines deliver a supportive experience for customers through disruption, leveraging technology
WAF Day 2 @ 13:20
Panel: Supporting the full customer journey with effective customer care: From the importance of human touch to the power of digital
- How can airlines navigate smart multi-channel customer communications to optimise cost and increase customer support
- Supporting insights with relevant data streams for colleagues and tech support to support customers effectively and efficiently
- Shaping the long-term communications strategy: what will the future look like with AI and agentic AI in the mix?
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