Computer Says ‘Yes’ To Customer Service At Passenger Terminal CONFERENCE

Mazhar Butt, recently appointed SVP Customer Experience at DFW International Airport, argued passionately for greater consideration of the customer experience at last year’s conference. He is returning this year in his new position to explain the connection between information technology and customer service.

Titled ‘To IT or not to IT’, the presentation will take place during the Customer Service & Passenger Experience session on Thursday 17 March 2016.

“The worlds of customer experience and information technology are often blurred,” says Butt. “Which drives the other? And is IT a means to the end or the end in itself?” Butt will attempt to find the answers in his co-presentation with colleague, Stephen Shaffer, Chief Information Officer at DFW International Airport. Both men are preparing to present a compelling case for how IT can transform a great customer experience strategy into a world-class product. The audience will learn how to develop a customer experience strategy, with special attention paid to the role of ‘journey mapping’ to identify how and where IT can play a leading part.

Butt was previously Head of Development (Passenger Experience) at Dubai Airports; Shaffer has over 20 years’ experience of working at some of the most iconic airports, airlines and aerospace companies in the world, and is currently responsible for the design and execution of technology at DFW International Airport.

To see Mazhar’s presentation from last year, click here.

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