GFG & BAC spotlight human-centred, data-driven CX at 10th Annual Customer Experience Conference 

Gulf Air Group (GFG) and Bahrain Airport Company (BAC) participated in the 10th Annual Customer Experience Conference, showcasing how human-centred design and data-driven decision-making are shaping the Group’s next wave of service excellence. 

Representing GFG, Mohamed Al Kindi, Director of Digital Innovation & Process Management, delivered a session titled “Digital-First Strategies for Customer Experience (CX)”. He outlined three complementary approaches now informing GFG’s roadmap: Proactive Systems that anticipate customer needs, Agent-to-Agent Orchestration to intelligently coordinate teams and platforms, and Adaptive Systems that continuously evolve with customer behaviour. 

From BAC, Ali Rashed, Chief, Airport Operations (BAC), joined the Executive Forum “The Future Is Human-Centred and Data-Driven: Are We Ready?” to discuss how data, collaboration, and continuous improvement underpin resilient airport operations. 

In addition, Salem Almutawa, Director of Customer Experience & Airport Operations, presented “Redefining Passenger Experience: A Seamless Journey Through International Airports.” He highlighted end-to-end journey design, operational readiness, and real-time insights as levers for a smoother, more consistent airport experience. 

Together, GFG and BAC reaffirmed a shared commitment to elevating the passenger journey, combining people-first service with intelligent, autonomous and adaptive technologies across the travel ecosystem.