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Interactive Knowledge Visit #1:
Changi Experience Studio

Tuesday, 19 November 2024, 09:00-12:00

Going Beyond Departures to Cater to Every Passenger Need

For the first time, CX Asia Week is partnering with Changi Airport Group to offer an exclusive, interactive knowledge visit to the Changi Experience Studio. This immersive experience will delve into the heart of Changi Airport's operations, revealing the secrets behind their world-renowned passenger experience.

Discover how Changi Airport Group goes Beyond Departures to create exceptional customer journeys at every touchpoint. Learn the best practices and innovative solutions for delivering personalised experiences that exceed passenger expectations.

Delegates will engage with Esther Wong, Service Design Lead, Quality Service Management, Changi Airport Group, gaining insights into their commitment to service excellence. A visit to the Changi Experience Studio will provide a deeper understanding of Singapore's aviation history and the strategies that have made Changi Airport a global leader.

This unique opportunity will equip you with the knowledge and tools to elevate your own CX strategy and create lasting positive impressions for your customers.

Presented by: Esther Wong Service Design Lead, Quality Service Management, Changi Airport Group ESTHER is a designer whose design career has taken 3 big leaps of faith. She cherishes openness, diversity and intentionality in her work and design leadership. Today, she leads a team to drive service design as a way to improve both staff and passenger experience at Changi. As a design thinking practitioner and adult learning facilitator, she finds fulfillment in making human impact through her work and being able to share Changi’s human stories on the world stage.