Incheon Airport Corporation Launches Customer Experience Field Council
[Asia Economy Reporter Yoo Hyun-seok] Incheon International Airport Corporation announced on the 24th the launch of the customer experience field council ‘CX Innovator’.
As part of the Incheon Airport customer experience collaboration network, the newly established CX Innovator consists of 34 working-level representatives from resident government agencies, airlines, ground handling companies, duty-free and food and beverage businesses, including the corporation. It will operate as a communication and collaboration channel involving airport operation field workers who interact with passengers returning to the airport after COVID-19.
The inauguration ceremony held on the morning of the 23rd at Incheon Airport Terminal 1 CS Academy was attended by about 40 council members, including Ryu Jin-hyung, Head of Operations at Incheon International Airport Corporation. Before starting the council activities, they shared Incheon Airport’s customer experience strategy, the purpose of the council, and detailed operational plans, fostering mutual understanding and closeness among members.
The corporation plans to actively listen to voices from the airport operation field through this council, reflect them in practical work to enhance field responsiveness, and strengthen the customer experience management capabilities of council members through service design and customer experience-related training.
Choi Jeong-eun, an officer at Incheon Customs Headquarters, said, “Through CX Innovator, we will continuously communicate and collaborate with various stakeholders in the service field to provide the best service to passengers.”
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Head of Operations Ryu Jin-hyung stated, “CX Innovator is expected to serve as a pan-airport customer experience network and a foundation for customer- and field-centered customer experience improvement. As airport operations are normalizing after COVID-19, we will actively utilize various collaboration networks to create service innovation from the customer’s perspective.”
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