Clemens Strauss | Vice President of Customer Experience and Product and Marketing
Eurowings

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

Jason Ward, Chief People & Marketing Officer, Azul Airlines

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Jason Ward / Panel: Making the business case for CX – why customer focus drives commercial success

Jason Ward, Chief People & Marketing Officer,
Azul Airlines

Jason is the Vice-President of Marketing and People at Azul Linhas Aéreas. Among other company areas, Jason is responsible for the Corporate University - UniAzul, Human Resources, Marketing and Customer Experience (CX). He is a member of the team that founded Azul in 2008.   His mission at Azul is...

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Clemens Strauss, Vice President of Customer Experience and Product and Marketing, Eurowings

Ambar Franco, VP Customer experience, Star Alliance

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Ambar Franco / Panel: Making the business case for CX – why customer focus drives commercial success

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...

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Jerry Angrave, Customer Experience Consultant, Empathyce