CX & EX Are Two Sides of the Same Coin: Your Employees’ Experience Will Directly Impact The Experiences They Create For Your Customers

How To Use This Report

In the realm of airports, it is paramount for management to recruit and train skilled employees who can consistently deliver the brand vision to customers, creating remarkable experiences time and time again. With this comprehensive report, we aim to provide valuable and indispensable insights into the current aspirations of employees regarding workplace culture. Furthermore, we outline best practices for ensuring that exceptional employees feel seen and appreciated. By implementing a comprehensive service culture plan that incorporates a variety of integrated resources, organizations can effectively address these challenges, cultivate a confident and valued workforce, and foster a sense of well-rounded team spirit. Although the survey responses indicate struggles in these areas, it is important to recognize that, while the issues may seem formidable, a holistic approach will establish effective habits that can pave the way for long-term success.

Survey Process

In order to compile this report, CXE issued the survey to over 700 airport industry professionals. The final data and findings represent the completed survey information from respondents representing airports, concessions management, service providers, terminal operators, customer experience managers, developers, retailers, and food and beverage professionals. The survey results were finalized in spring 2023. CXE also conducted a comparative analysis of the survey, completed in June 2023 to review trends and changing patterns.