Nice Côte d’Azur Airport Wins Cas d’Or Award by Accelerating Customer Listening with Voice and AI

In early December, Nice Côte d’Azur Airport was awarded the Grand Prix at the Cas d’Or Awards (Southern France), recognizing its commitment to elevating the passenger experience through innovation and operational excellence.

Behind this recognition is a collaborative initiative led with two French technology partners — Ekoo, for voice-based customer feedback collection, and Feedier, for AI-powered analysis and activation of customer verbatims. Together, they have built a system that turns passenger feedback into fast, actionable operational decisions.

A major international airport with a clear customer experience ambition

With more than 14.6 million passengers annually, Nice Côte d’Azur Airport is France’s second-largest international hub. Operating at this scale requires more than performance metrics — it demands continuous, real-time insight into passenger expectations across every stage of the journey.

Over the past several years, the airport has made customer experience a strategic priority. The objective is straightforward:
deliver a smoother, more intuitive, and more responsive passenger journey, while empowering frontline teams with the right information at the right time.

Traditional surveys alone were no longer enough. The challenge was clear: capture authentic passenger feedback, interpret it quickly, and translate it into concrete improvements across terminals, services, and operations.

This is precisely what the award-winning project set out to achieve.

Ekoo + Feedier: combining voice feedback and AI-driven insight

The initiative is built on a powerful and complementary technology stack, combining human voice with artificial intelligence.

Ekoo: capturing authentic passenger voice, in the moment

Voice feedback enables passengers to express themselves naturally, in their own words, directly within the airport journey. Compared to structured surveys, spoken feedback delivers richer context, greater emotional nuance, and higher engagement.

This approach allows Nice Côte d’Azur Airport to collect real-time insights from passengers — without disrupting their experience.

Feedier: turning unstructured feedback into operational decisions

Feedier’s AI automatically analyzes thousands of voice and text verbatims using advanced natural language processing (NLP). The platform identifies:

• recurring themes and emerging issues,
• weak signals that may go unnoticed in traditional reporting,
• sentiment trends across locations, services, or time periods.

Beyond analysis, Feedier generates prioritized, contextualized action plans, enabling teams to move from insight to execution — faster and with greater confidence.

The result is a closed-loop system where feedback directly fuels operational improvements, rather than sitting idle in dashboards.

An award recognizing real operational impact

The Cas d’Or jury recognized this project for its tangible impact on both passenger experience and operational performance. Rather than focusing on measurement alone, the initiative delivers measurable benefits:

• clearer visibility into passenger expectations,
• faster response times to service issues,
• better alignment between customer insights and frontline execution,
• stronger engagement from operational teams, equipped with actionable insights rather than raw data.

The award also highlights the strength of the partnership between Nice Côte d’Azur Airport, Ekoo, and Feedier — a shared vision of customer experience powered by pragmatic innovation and operational relevance.

Conclusion

This recognition marks an important milestone for Nice Côte d’Azur Airport. It demonstrates how voice-based feedback combined with AI-driven analysis can fundamentally enhance customer listening and accelerate decision-making at scale.

For Feedier, the project reflects our core mission: helping organizations turn customer feedback into action, efficiently and responsibly.
And for Nice Côte d’Azur Airport, the Cas d’Or Grand Prix is not an endpoint, but a validation of a long-term strategy — one that continues to evolve as passenger expectations and operational challenges grow.

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