Airports today are transforming the passenger experience through customized 'voice of the customer' toolkits that blend cutting-edge AI with human empathy. At Athens International Airport (AIA), two pioneering initiatives, AI Emotional Intelligence and the i-mind Program, have been added to the customer service portfolio. The AI initiative analyzes passenger emotions to uncover deep insights, while the i-mind Program empowers employees to experience travel as real passengers, driving service excellence. With a strong commitment to innovation and collaboration, AIA is setting new industry benchmarks by enhancing passenger satisfaction, improving operational efficiency and fostering deeper employee engagement across all touchpoints.

• Learn how AI emotional intelligence enhances customer experience measurements
• Developing and leveraging real-time feedback and emotional engagement metrics
• How to facilitate cross-functional collaboration and avoidance of siloed technology
• Ideas to balance technology with the human element drive employee engagement and service excellence
• Enhance employee engagement through the i-mind Program