Podcast: Episode 3 – Brian Cobb
For the third episode in International Airport Review’s podcast series, our editor Tara spoke to Brian Cobb, Vice President of Customer Experience and Chief Innovation Officer at Cincinnati / Northern Kentucky International Airport to discover potential approaches when trying to secure a positive passenger journey.
To ensure the experience through the airport is enjoyable, Brian believes “the industry has to strive to do things differently” and “embrace what is happening outside of the aviation industry”. Successful implementations that “looked out for the future customer” are explored during this podcast.
Furthermore, as a result of the digital era that is upon us, passenger expectations have changed, and so constant connectivity and real-time information are high on a passenger’s priority list. Brian and Tara discuss various technologies – including blockchain, biometrics and automation – in relation to how they can benefit the passenger experience.
Of course, we cannot mention passenger experience without the word “seamless”. Brian’s insightful perception of seamless travel provided us with serious food for thought – and is counsel that any airport could benefit from.