Airports are one of the most complex public environments that people encounter. Airports must help passengers move from curbside to gates and back again, competing for attention while travelers contend with lines, wait times, unfamiliar procedures, and a sense of overwhelm—all sprinkled with the excitement of travel and eagerness to get to their destination.
Historically, efficient people processing has been airports’ priority. Today’s passengers demand more. Leading airports are responding by transforming their customer experience, creating memorable, pleasant experiences, so much so that some people are choosing to spend time at the airport even when they aren’t traveling.
Synect is passionate about enhancing customer experience at airports, which not only elevates travel for many millions of passengers every year but gives the airport new tools to engage travelers while optimizing operations. We help airports redefine their customer experiences with dynamic, content-first solutions that offer passengers the information they need, when and where they need it. Thoughtful details like real-time wait times, multilingual instructions, and enhanced wayfinding add up to make the overall passenger experience better and smoother—while also giving more operational power to the airport.
That’s why we’re excited to sponsor and attend this year’s AAAE/ACI-NA Customer Experience Symposium (ACES) in Halifax, Nova Scotia, from March 3-5.
What to Expect at ACES
ACES brings together industry leaders, experts, and innovators for three days of insight, innovation, and networking. You can meet our team on the conference floor (or request a meeting here), but if you don’t spot us, don’t worry! We'll be hard to miss during the Shop ‘til You Drop event on March 4th. Gina Marie Paquette and Montee Fiely will be there to swap swag, share insights, and trade ideas about the future of airport customer experiences.
Transforming Customer Experiences with Content
Every touchpoint in the airport shapes the passenger experience, and airports must be prepared to respond to passenger’s changing needs. Delivering the right content at the right time throughout the passenger journey is essential to meet customer’s needs for information, visibility, control, and more.
Content helps airports influence passenger behavior. A unified approach and system can elevate processes in every area of operation. In security, for example, it keeps passengers entertained, decreasing perceived wait times and boosting overall satisfaction, and informed, helping them prepare for screening, which increases efficiency and streamlines checkpoint operations—as LAS and DFW have seen first-hand.
LAS introduced ReadySeeGo® to engage passengers in the security checkpoint. By proactively communicating updated processes, LAS helped passengers prepare for divestment and processing, reducing wait times and increasing throughput.
DFW added multilingual wayfinding to CBP and security with Passenger360®. By providing wayfinding information and instructions in familiar languages, DFW made the airport more accessible and more welcoming to millions of international travelers.
Content-first strategy not only ensures that the right information reaches the right travelers at the right time, helping them move quickly and confidently through the airport, but it also assists them across processes that can present challenges or logjams. Here are some of the ways we’ve helped our clients enhance their passengers’ experiences:
Creating and curating content that helps passengers from the moment they enter to the last step of their journey
Enhancing and accelerating processing at security checkpoints with ReadySeeGo
Greeting, guiding, and assisting international travelers with multilingual wayfinding
Placing high-visibility content in intuitive locations throughout the airport to reduce crowding at key data points, including FIDS and gates
Centralizing and simplifying content management, including dynamic and automated content updates that deliver the latest information
If you’re attending ACES, we’d love to connect with you. Reach out to schedule a meeting with our team or stop us to say hello when you see us at the event.
If you can’t wait for ACES to see the latest innovations in airport customer experience, make sure to follow us on social media. We'll be highlighting some of our favorite work in our CX-cellence Celebration series in the days leading up to the event.
Comentarios