Airline/Airport Consulting

The competitiveness and consolidation of the air travel industry is forcing airlines and airports worldwide to constantly adapt to the changing environment.

Travel providers are increasingly caught in a delicate balancing act of meeting both governmental regulations and customer demands as they prioritize their business activities.


Customer Experience Strategic Assessment (CESA)

This assessment provides an unparalleled approach to developing a blueprint for accelerated improvement of the customer experience. J.D. Power combines more than 40 years of customer satisfaction research with a proven methodology and consultative expertise to deliver a practical plan for success.

VoC to ROI Model

This model provides clients with a holistic approach aimed at identifying and resolving customer experience needs throughout the organization. The framework includes analyzing a client’s syndicated data results; integrating data with other data sets; linking levers to values using process mapping; and offering insights and recommending strategic and tactical Voice of the Customer initiatives.

Jeff Conklin

Jeff Conklin

Vice President

Craig Campbell

Craig Campbell

Senior Director