Exploring perceptions to design global tourism strategies

With GMV Conseil

Client: Paris airports

The challenge

Over several years, the operator developed an ambitious plan to improve the travel experience in all its terminals. The aim was to modernise services and adapt each stage of the journey to the real expectations of different traveller profiles.

Our solution

In my role as KAM, I designed and implemented multiple qualitative and quantitative studies aimed at:

Understanding the emotions, needs and pain points throughout the passenger journey
Testing new services, spaces and internal communication channels
Developing and coordinating systematic mystery shopping programmes to audit perceived quality and reinforce operational excellence

Impact generated

Clear and shared vision of the entire passenger journey.
Improvement of processes and services at critical points of experience.
Activation of internal teams with a customer focus and decision-making capacity.
Strengthening of the airport’s international positioning in experience rankings.

What made the difference

An experiential and cross-cutting approach that connected operational, commercial and strategic areas, facilitating coordinated decisions to improve the airport’s experience and reputation.