Customer experience management is the practice of consciously designing customer experience and reacting to meet or exceed customer expectations. Airports around the world have been putting increasing emphasis on CX management in their business strategy to try to give passengers the next-level travel experience throughout their journey. However, this practice is becoming ever more complex in view of the fragmented passenger segmentation, new passenger behaviors and their evolving expectations. This session will feature speakers who will share insights on the evolvement of customer expectations and the strategies and tools that need to be deployed by airports to anticipate customer needs and delight them with a memorable experience.