How Denver International Airport Improves Social Engagement through Personalized Customer Service
Marco Toscano, Scott Dulman
Customer Experience thought leaders from Denver International Airport (DEN) and Sprinklr discuss the ways government organizations use social media, social listening, and social care solutions to engage customers, improve service, and reduce administrative burdens. Marco Toscano, Director of Customer Experience at DEN Airport, explains how his team modernized customer service and engagement with social media, AI, and automation technologies. He also shows the analytics that enable counties to improve the information, resources, and services delivered to the community.
The speakers share valuable insights about:
Empowering customer service agents to deliver reputation-safe messages in real time across 30+ social media, messaging, chat, and voice channels.
Improving the quality and responsiveness of customer and resident engagement with a single platform for customer service, communications, and public relations.
Rapidly communicating to the community with context and personalization to minimize the impact of emergencies on travelers, residents, and businesses.
Streamlining workflows to reduce time-consuming approval processes, increase security, and ensure accuracy.
Monitoring customer sentiment, evaluating service outcomes, and analyzing engagement with AI, dashboards, analytics, and reporting.
Director of Customer Experience
Denver International Airport
Public Sector Industry Leader
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