At World Aviation Festival, Paul Griffiths, CEO of Dubai Airports discussed customer-centric innovation and the role of technology in supporting growth.
Taking a critical look at the existing passenger journey, Griffiths explained:
“I can’t think of another product or service that we consume on a regular basis where there are so many disaggregated steps during the whole customer journey. What I want to do is make sure we remove as many of those as possible.”
In the interview, the Dubai Airports CEO explored tech aimed at streamlining flow rate with minimal disruption, the various applications of biometrics, and other efficiency-based innovations.
Additionally, Griffiths explored reimagining dwell spaces, wanting to “move away from the idea that airport retail has to be all about a supermarket experience.”
Reflecting on the broader importance of technology, Griffiths explained how advancements have supported the airport’s growth from 30 mil passengers in 2007 with 5,500 staff to 93 mil passengers with just 1,700 staff, highlighting the critical role of technology in facilitating this productivity increase.
Watch the full interview below for more.
Questions include:
- According to ACI World’s 2023 data, Dubai International became the second busiest airport in the world. How instrumental has innovative technology been in supporting this growth? Can you give any specific examples?
- In many ways, the growth of the industry seems to sit in contrast with sustainability objectives. How can we marry these to balance business goals with greener operations?
- You have said before airports are “in the hospitality business.” What customer-centric innovation are you focusing on at the moment to deliver a world-class experience for passengers?
For more from onsite at World Aviation Festival 2024 also see:
- Marjan Rintel: Automation, AI, and data at KLM
- Sustainability “next steps” with Pittsburgh International Airport’s CEO
- Changes at Schiphol: Pieter van Oord shares details on the 6 billion EUR investment plan
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