Birmingham Airport’s Connected Personal Experiences (CPE) strategy is reshaping how passengers interact with the airport. Unique in its blend of operations, capacity, customer experience and user design, CPE uses digital innovation to drive both CSAT and operational efficiency. From the Birmingham Airport Bot Service (BABS) to sensory rooms, family zones and colleague-led values, the strategy delivers journeys that are seamless, personal and inclusive. This session explores how CX transformation can create measurable value while ensuring aviation is easy, accessible and memorable for all.

• How to integrate CX, operations and capacity planning into a single strategy that delivers both passenger satisfaction and efficiency
• The role of digital innovation – including AI, automation and real-time information – in improving CSAT and operational performance
• Designing inclusive and accessible airport experiences, from sensory rooms to family-friendly spaces, ensuring aviation is easy for all
• Embedding colleague-led values and culture to drive consistent customer experiences across the passenger journey
• Measuring impact and value, demonstrating how CX transformation supports growth, operational resilience and long-term passenger trust