McorpCX will help Denver International Airport develop a passenger experience strategy as it prepares to serve 100 million annual travellers.
McorpCX, a customer and team member experience consultancy, has been selected by Denver International Airport (DEN) to develop a passenger experience strategy aligned with the airport’s Vision 100 and Operation 2045 strategic plan.
The engagement supports DEN’s plans to improve the passenger experience as it prepares to welcome 100 million annual travellers. The strategy comes as the airport’s Great Hall Program approaches its final phase, with completion expected in 2027, introducing improved passenger flow, new amenities, and redesigned spaces across the Jeppesen Terminal.
Vision 100 identifies enhancing the customer experience as one of its four guiding principles. McorpCX will support that objective by applying its experience management approach to help strengthen customer-centric operations across the airport.
“Every airport is expected to operate efficiently. In fact, they must. That’s the baseline. Yet travellers remember the overall experience far more than any single interaction, and the best airports know this,” said Michael Hinshaw, Founder and President, McorpCX.
“The infrastructure investment DEN has made sets a high bar. Our job is to make sure the experience passengers have matches the quality of the environment they’re walking into, while exceeding their expectations of what travel can be,” said Suzi Earhart, Practice Leader for Program and Change Management, McorpCX.
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Building a Passenger Experience Strategy
McorpCX will help the airport develop a clear passenger experience vision and roadmap using customer insights, data analysis, and its Experience Operating System (XOS) framework. The strategy is intended to improve passenger satisfaction while supporting the airport’s long-term growth objectives.
DEN served more than 82 million passengers in 2024 and expects that figure to reach 100 million over the next few years. The engagement aims to ensure the airport’s experience strategy evolves alongside its infrastructure expansion.
“It was particularly satisfying to hear how our 22-plus years of focused customer experience improvement, combined with cross-industry expertise and direct experience serving airports and transportation organisations, helped DEN choose McorpCX,” said Graham Clark, Vice President of Market Development, McorpCX.
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