Insight into Copenhagen Airports Customer Experience Strategy



Maya Fowell
01/21/2016

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Interview with Stine Ringvig Marsal, Service Excellence Director at Copenhagen Airports, about what it takes to be the Service Excellent Director at one of the world’s leading airports in customer experience.

Stine Ringvig Marsal, Service Excellence Director at Copenhagen Airports, is an experienced Service Design and Customer Experience advocate. She has worked with sales and service for three of the strongest and most sought after Danish brands within experience economics: Copenhagen Zoo, Tivoli Gardens and Copenhagen Airports.

In Copenhagen Airports, Marsal is responsible for driving the organisation’s work with customer experience and service design for the Airport’s five different customer groups, both B2B and B2C: Airlines, Concessionaires, Tenants, Parking and Passengers. Stine shares her experiences with Customer Journey mapping and design and describes the challenges faced when a large, fairly old and very complex organisation is on a journey from "good" to "great".

SEE ALSO: Market Report: How to Capitalise on the Digital Disruption Impacting Customer Experience

In this exclusive CX Network interview, Marsal shares what it takes to be the Service Excellent Director at one of the world’s leading airports in customer experience, and wishing to improve and systematise the customer experience in a way that sets a sharp focus on a customer-centric culture where employees feel valued and included.

>> Download the interview here

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