Timo Järvelä

Finavia’s key vision is to have the staff who are capable of delivering the passenger experience. They believe that good customer experience is good business. Hear how Timo is combining both the new digital tools and people in the airport wide “experience academy”. The academy looks beyond Finavia’s staff and extends the company’s customer experience values to associated business’ within the airport. Understand the in-house training, which has been developed to support this initiative and the investment required to make this compulsory for all suppliers.