Barbara Yamamoto

Chief Experience Officer · Los Angeles World Airports (LAWA) · company speakers →

Barbara Yamamoto, LAWA’s Chief Experience Officer, explained to FTE Editor Ryan Ghee how her team is taking a multi-faceted approach to improve the customer experience across Los Angeles International Airport. Undertaking a major redevelopment of airport facilities is one thing, but doing so in a live environment while minimising any negative impact on the customer experience is an altogether different challenge. This is something that Barbara Yamamoto, Chief Experience Officer for Los Angeles World Airports (LAWA), knows well. After all, she is ultimately responsible for spearheading a positive guest experience in collaboration with the airport community while $8.5 billion is invested in transforming Los Angeles International Airport (LAX) into one of the world’s best. Yamamoto is charged with overseeing the ‘LAXceptional Xperience’ programme, which is all about providing travellers with an efficient, hospitable and memorable airport experience at LAX.

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