Conversation: Building experiences, driving transformation – a T4 state of mind
09 Apr 2025
TBC
Customer service, passenger and workforce experience
The CEO and president of JFKIAT, Roel Huinink, and Sevda Fevzi, the president and CEO of Sevly, will explore the transformational journey of JFK Terminal 4, marked by major infrastructure upgrades and operational enhancements. This conversation will delve into managing terminal growth, the evolving 'soul' of the building, and the impact of the transformation across key pillars: employee, airline, passenger and commercial experiences. Key insights will focus on aligning these pillars to enhance the customer experience, the role of leadership in driving cultural change, and how this transformation is reshaping not only the terminal’s physical space but also the human experiences that bring it to life.
- Managing an iconic terminal transformation effectively and sustainably
- Aligning CX and EX vision in a large terminal redevelopment
- Driving operational efficiency with enhanced passenger experiences
- Engaging and supporting our community during a terminal transformation
- Maintaining service quality amid terminal growth
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