Michiel Van Boxelaere

Business Insight Manager

Brussels Airport

Michiel Van Boxelaere is Business Insights Manager at Brussels Airport Company, working at the intersection of passenger experience, analytics, and decision intelligence. He specializes in scaling customer feedback beyond traditional surveys by integrating operational, behavioral, and qualitative insight streams into actionable CX strategy. Previously, he led global omnichannel engagement and CX research innovation at Trilations, a management consultancy agency specialized in Pharma & MedTech, where he managed multidisciplinary insight teams and helped develop new research methodologies deployed across international markets. Michiel is particularly interested in how organizations move from measuring satisfaction to activating insights that improve real-world experiences.

Sessions

Jun 23

1:55 PM - 2:15 PM GMT+2

Green Stage

Customer Experience

Insight Activation

Storytelling / Communication

From Snapshots to Full Passenger Stories at BRU

Brussels Airport serves over 25 million passengers a year. But how do you truly capture their voice? In this session, Brussels Airport shares how they are evolving from a single satisfaction tracker to a connected, multi-source feedback programme by turning open-ended responses into real operational change and building a Voice of the Passenger programme that scales.
Key Takeaways:
1. One score never tells the whole story. Multi-source gives you the full picture.
2. Feedback at scale and depth are not opposites. The right tools deliver both.
3. The real value of feedback is in the action it drives, not the score itself.

Also speaking

Maurice Gonzenbach

Co-Founder & Co-CEO, Caplena

Speaker