Customer of Tomorrow - Major International Airport

What was the challenge?

Our client were confident in their ability to iterate customer service and initiatives based on feedback, but recognised a gap in how they were using foresight to prepare themselves for the future.

How did we help?

Moorhouse provided some high level benchmarks on how various industry sectors were preparing themselves for the future. This included producing a Passenger of the Future brief, and then providing guidance to set up activities to build the Passenger of the Future itself.

What was the impact?

The approach allowed Future Heathrow to begin the steps required to prepare the airport for the Passenger of the Future, ensuring they are well positioned to be ready for future trends, including demographic, cultural and technological changes.

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