The economy of the next fifty years will be run by the customer experience

The travel landscape has changed dramatically in the past five months, with more changes on the way. One major change is the passenger's fear and need for some kind of normalcy – which is why, from a customer service perspective, empathy has never been more important. As passenger numbers start to ramp up, and airlines battle with a deficit of epic proportions, it's important to remember that it doesn't take much to improve the customer experience – now more than ever before. A simple pair of kind eyes (since we can't smile through our masks) can go a long way towards starting to bring both passengers and revenue back to pre COVID levels. What does this mean for airlines and other travel businesses? It means that it's time to start focusing on the customer experience. Without that, no amount of advertising, marketing, or SEO will save you. Insights from best-selling author and entrepreneur Peter Shankman will include: • The five rules of the customer economy. • Why “nice” matters. • How to stay "top-of-mind" in every customer's brain, from before they plan their trip until long after the return home. Peter will be joined by experts in key passenger experience segments to discuss the way forward. Blake Emery, President, Emery & Associates (Moderator) Peter Shankman, Futurist, Epic Marketing Consultants Melissa Raudebaugh, General Manager – Inflight Service Fleet & Galley Planning, Delta Air Lines Scott Savian, Co-Founder, AMP (Applied Mobility Partners)