In episode 30 of the CXD podcast, Olly is joined by James Samperi and David Pinder to discuss how airports are now being seen as destinations in their own right. The conversation covers the importance of customer experience in the design and development of airports and covers the challenges of designing and improving airports, whether it's a greenfield site or an existing operational airport, and how collaboration is vital. Tune in to discover more about the concept of an Experience Master Plan - an approach to planning and designing the target experience for passengers, considering various dimensions beyond the physical infrastructure - and bridging the gap between operational and infrastructure plans.

Download your copy of our Passenger Experience Strategy Checklist. 

Chapters:

• 2:58: Customer experience in airport design 
• 6:26: Airports as a destination 
• 14:46: Designing for existing operational airport 
• 20:17: The importance of collaboration in airport design 
• 23:37: The success of Helsinki airport's collaboration 
• 28:06: Sense of place 
• 32:00: Bridging the gap: Operational and infrastructure plans
• 34:40: Understanding the experience master plan