Beyond silos: How ecosystem thinking elevates the airport experience
Join this webinar to discover how airports are moving beyond silos and harnessing ecosystem collaboration to transform the airport experience. Learn how ecosystem thinking enables airports to adapt, personalise, and continuously improve every touchpoint.
Register now to watch live and ask your questions in real time!
This webinar tackles the challenges airports face in delivering seamless customer experiences. We will explore how to align diverse stakeholders, integrate data, and maintain consistency across all touchpoints, even as passenger volumes surge or drop. Learn how ecosystem collaboration enables airports like Rotterdam The Hague, Burgas and Varna to adapt quickly, optimise resources, and personalise services, ensuring operational efficiency and passenger satisfaction.
This webinar will reveal how adopting an ecosystem approach enables airports to boost non-aeronautical revenues. Research shows that when airports collaborate with airlines, retailers, and service partners, they can create integrated passenger journeys that drive higher spend and satisfaction. You will learn how data sharing and joint innovation help personalise retail offers, optimise terminal usage, and introduce new services. Case studies from Rotterdam The Hague, Varnas and Burgas airports will illustrate how ecosystem thinking leads to smarter resource allocation, more resilient operations and growth in commercial performance.
We will showcase how Varna and Burgas airports pioneered Europe’s first fully equipped open-air gate areas, aimed at enhancing passenger comfort and operational flexibility during peak seasons. At Rotterdam The Hague Airport, you will learn about the deployment of CX Accelerator which helped identifying targeted improvements for customer experience. We will also highlight how digital transformation and cultural change are driving innovation and hospitality across airport ecosystems, making every staff member a contributor to passenger satisfaction.
From this session, you will learn from the speakers:
- Methods for measuring CX maturity and adapting quickly to seasonal peaks and changing passenger needs.
- How ecosystem collaboration fosters a culture of continuous improvement and innovation across all airport partners.
- Practical strategies for empowering every staff member to contribute to customer experience, hospitality, and commercial success.
Key learning points:
- Understand why adopting an ecosystem approach is essential for airports to deliver a seamless and memorable customer experience.
- Learn how collaboration across airlines, retailers, and service partners can break down silos and drive innovation at every passenger touchpoint.
- Explore methods for measuring CX maturity and empowering every staff member to contribute to continuous improvement and hospitality.
- Discover practical strategies for aligning stakeholders, integrating data, and maintaining consistency.
SPEAKERS
Dr Marije Teerling, Leading Professional Experience Management at NACO, Netherlands Airport Consultants
Marije has over 20 years of experience as a senior researcher, consultant, and manager across various industries. Her expertise lies in customer experience management (CX), and she has successfully built and led teams of CX professionals.
Within NACO, she collaborates with airport clients to develop CX improvement strategies, including facilitating the transition from human to digital journey services.
Marije’s passion lies in integrating CX into business transformations. As the Leading Professional Experience Management, she amplifies NACO’s design expertise in both physical and digital experience management.
Adam Ekman Pedersen, Airport Commerce & Customer Experience Lead at NACO, Netherlands Airport Consultants
Adam is a multi-disciplinary commercial expert with a track record of incorporating customer experience in commercial offerings in airports. Having worked in different roles in the commercial management of two Scandinavian airports, Adam excels in understanding and balancing the often-conflicting requirements of the many stakeholders in airport ecosystems.
Adam holds a MSc in Economics and Business Administration (International Marketing and Management) from Copenhagen Business School combined with studies in Air Transport Management at the University of Sydney.
FAQs
Is the panel discussion free?
Yes – there is no charge to watch the panel discussion, either live or on-demand.
When will the panel discussion take place?
The webinar will be taking place on 13 November 2025, at 10:00 UK time
Can I watch it later?
The panel discussion will become available to watch on-demand shortly after the live webinar takes place.
What are the benefits of attending live?
You’ll be able to ask the speakers your questions, which will be answered live in the Q&A towards the end of the session.
How long will the panel discussion be?
This panel discussion will last up to an hour.
What do I need to watch this panel discussion?
All you need is a computer with an internet connection. We recommend using headphones if possible if you’re in an office environment.
Chief Executive Officer
CEO
Chief Operating Officer
Head of Operations, Safety and Emergency
Chief Strategy Development Officer
Head of Operations
Airport General Manager
CEO
Chief Executive Officer