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CSAC Forum - The Evolution of Customer Service at MSP, part 2

Location: 
Commission Chambers of the Airport Conference Center

Part 2 of "The Evolution of MSP" will look at present-day customer service. It will be held on Tuesday, September 16, from 1:30 - 3 p.m. in the Commission Chambers.

Infrastructure, art, iPads and major mergers — they all impact the customer experience. Find out how on Tuesday, September 16, at the Customer Service Action Council’s (CSAC) fall forum, “The Evolution of MSP — The Present.” The event will feature a discussion panel consisting of: MAC Executive Vice President Dennis Probst, Airport Foundation MSP Arts and Culture Director Robyne Robinson, OTG MSP Terminal Director Chris Robertson, and American Airlines Regional Managing Director–Central Region Marvin Diaz.

“We strive to provide interesting, relevant programs that benefit all Airport employees,” said Shannon Gale, MAC assistant manager of facilities and CSAC chair. “We all impact the customer experience in some way, and it will be fascinating to hear from these industry leaders.”

Panelists will discuss changing customer expectations, their organization’s successes — and failed initiatives, and new concepts and services soon to be unveiled. They will also share strategies for collecting customer feedback and how they utilize that data. As a special treat, HMS Host and OTG Management will provide dessert.

“Our hope is that folks come away with a better understanding of how nearly everything — from the decisions made in the boardroom to the service offered in the terminal — affects our customers and, in turn, the success of MSP Airport,” says Gale. “It’s an incredible ecosystem of influence.”

This program is the second in a three-part series. The summer forum focused on the history of customer service at MSP (complete with costumes from the 1970s), while the winter program will consider the future.