The airport of the future won’t be defined by its runways or terminals, but by how it feels to pass through. This session explores how a clear and actionable CX vision becomes the nexus for multidimensional transformation, connecting infrastructure, technology and people to create truly intelligent airports. Through the Toronto Pearson story, we will show how CX vision and ConEx are being applied to guide infrastructure design, shape operational standards and harness emotional data to drive cultural change. The result: airports that are adaptive, inclusive and designed to put the joy back into travel.

• How a customer experience vision unites digital, physical and human transformation
• Applying a concept of experience (ConEx) to bridge design intent and operational delivery
• Using emotional data to redefine service and performance metrics
• Building intelligent, adaptive airports ready for future disruption
• Turning travel back into a joyful, seamless human experience