We’re thrilled to have Mazhar Butt, a distinguished customer experience leader whose career spans international aviation and luxury retail—two of the most demanding sectors in CX—join us for this latest episode of Trust Builders.
As a Certified Customer Experience Professional (CCXP), accredited International Airports Professional (IAP) and industry awards judge, Mazhar brings over two decades of expertise from managing passenger experiences at three global aviation hubs – London Heathrow (LHR), Dubai International (DXB), and Dallas/Fort Worth International airports (DFW).
His work at DXB earned the airport the Future Travel Experience award for Best Passenger Assistance Initiative in 2013 and SVP Customer Experience at DFW, Mazhar transformed the customer experience delivery, resulting in DFW becoming the Best Large Airport in North America in 2016 ACI Rankings.
For the past 8 years, Mazhar has served as Director of Guest Experience at The Bicester Village Shopping Collection (Value Retail) where he continues to push the boundaries of exceptional service delivery in the luxury retail space.
Operating within a dynamic and cutting-edge organisation, he has effectively launched various strategic programs that have revolutionised the customer journey and experience across 12 international flagship luxury retail destinations, including London, New York, Paris, Milan and Shanghai.
In this discussion, we’ll explore how to balance trust-building whilst delivering outstanding experiences efficiently at scale. As we examine the challenges of serving millions of international travellers and luxury consumers from diverse cultural backgrounds, Mazhar shares crucial insights on:
- Building and maintaining trust in high-volume environments
- Strategies for scaling experiences across multiple touchpoints and cultures
- Universal CX principles that transcend industry boundaries
- The intersection of operational efficiency and emotional connection in customer interactions
Mazhar’s unique perspective, drawn from both aviation and luxury retail, offers practical insights for CX professionals looking to elevate their customer experience strategies.
This episode is particularly relevant for:
- CX leaders managing high-volume customer interactions
- Senior leaders in retail or airport experience optimisation
- Organisations seeking to scale their CX operations without compromising quality
- Teams working with brands that span continents and culture
Whether you’re in retail, travel, or any customer-facing industry, this episode promises to deliver actionable insights for building lasting trust through exceptional customer experiences. Don’t miss this opportunity to learn from one of the industry’s most experienced CX leaders.
- Thursday 20 January 2025
- 8am PST | 11am EST | 4pm GMT
- Linkedin Live (RSVP here)
See you there! 🙌
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Trust Builders – the podcast for CX & EX Professionals
IDEAS | ACTIONS | OUTCOMES
Hosted by;
Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)
