passenger experience management - acumen-da.com · azman ahmad, experience • sharing of direct...

Passenger Experience Management

30 August – 01 September 2016 | Berlin, GermanyCo-located with the event AIRLINE DISTRIBUTION TECHNOLOGY AND STRATEGY

Agile Marketing & Distribution • Product Differentiation • Comfort and Entertainment On-Board

Rossen Dimitrov, Senior Vice President Customer Experience, Qatar Airways Group, Qatar

Ayşegül Durak, Cabin Interior Chief Engineer, Turkish Airlines Corp., Turkey

Anthony Harcup, Associate, Acumen Design Associates Ltd., United Kingdom

Mikko Kiviniemi, Head of Design, Finnair Oyi, Finland

Sergey Fomenko, Executive VP Commerce, Ukraine International Airlines Jsc, Ukraine

Azman Ahmad, GM Product Management, Saudi Arabian Airlines Ltd., Saudi Arabia

Michel Pozas Lucic, Vice President Customer Innovation & Care, KLM Royal Dutch Airlines N.V., Netherlands

Sascha List, Senior Manager Ancillary Development, Air Berlin PLC & Co. Luftverkehrs KG, Germany

To Register | T +49 (0)30 20 91 34 17 | F +49 (0)30 20 91 32 40 | E [email protected] | www.www.passenger-experience-management.com/MM

2 conference

days

Who is Who Discover who else is participating in the conference. The matchmaking picture wall will help you identify who you want to meet at the conference. In cooperation with Speed Networking Maximise your time at this event by participating in these fast paced 1-to-1 meetings. Get to know the other attendees and exchange your business cards. Have your business cards ready!

Open Mic Address your current challenges or questions to the audience and discuss collectively possible approaches and solutions. Discussion Round Table Senior decision makers across the industry will initiate and moderate a discussion roundtable. With a maximum of ten participants, each roundtable is small enough to emphasize interactive learning, exchange and constructive discussion of solution ideas. Participants will have the opportunity to get involved in every roundtable.

Joint Sessions Plenary sessions of both co-located events, offering a platform to identify synergies and common chances and challenges in marketing and distribution.

Interactive networking sessions

Learn about elevating airline passenger experience on-board and on-ground as well as understanding individual customers’ preferences and consumer-related activities to create a seamless customer experience from reservation to touchdown.

Speakers

Expert lead

workshops

22+

5+ Hours of

networking

4

Benefits of the

co-location with the event

The digital age has given rise to new distribution channels and opportunities of new revenue generation through better customer interactions and cost reduction. The airline industry is at a transition phase, re-evaluating business strategy and the relationship with the customer as well as modernising its product portfolio and ICT. This summit enables an in-depth look into both sides of that coin.

The Event at a glance

Listen to insights from

6 Round TAbles

30 August – 01 September 2016 | Berlin, Germany


AIRLINE DISTRIBUTION TECHNOLOGY AND STRATEGY

15 airlines


08:30 Registration and welcome coffee

Who is Who Discover who else is participating in the conference. The matchmaking picture wall will help you identify who you want to meet at the conference. In cooperation with

09:00 Opening remarks by the conference chairman

Talking about Customer Service

A welcoming and seamless customer experience across all aspects of air travel, from reservation to touchdown is an increasingly popular strategy in order to differentiate the airline product and strengthen customer loyalty.

09:10 Creating the end to end customer experience • Innovative design of customer experience across all touch points • Achieving standard of service on ground and on board • Collecting customer feedback from source on-board by leveraging connectivity Rossen Dimitrov, SVP Customer Experience, Qatar Airways Group, Qatar

09:45 Looking into the passenger’s mind: What psychology teaches us about customer’s decisions, experience and satisfaction • Customer satisfaction follows psychological rather than economic rules • How communication strategy and marketing influences psychological processes behind price acceptance and buying decision • Gaining from applying insights from consumer psychology to the airline business Prof. Dr. Georg Felser, Professor for Economic Psychology, Hochschule Harz (FH) — University of Applied Sciences, Germany

10:20 Speed Networking Get in touch with the other conference guests in quick paced 1-1 meetings – make sure you bring a stack of business cards.

10:50 Refreshment break and networking opportunity

11:20 Creating customer loyalty: Hospitality, generosity and service to guests at the core of product offering • Strategies of internal and external buy in of brand and customer loyalty • Customer focused improvement of on-ground and on-board services while monitoring structural costs • Importance of language for passenger experience Azman Ahmad, GM Product Management, Saudi Arabian Airlines Ltd., Saudi Arabia

11:55 Innovating in premium markets • Customer service as a differentiation strategy: What Etihad’s stands for • The characteristics of the premium segments: Understanding the demographics, their needs and emotions • The importance of listening to premium guest • Bringing innovation to premium guest Hector Paris Ayala Garcia, Senior Manager Market Research, Etihad Airways, United Arab Emirates

12:30 Networking luncheon

Joint Sessions with Airline Distribution Technology & Strategy

The New Relationship With The Digital Customer (I)

CRM is changing fundamentally in the airline industry with new services and convenient purchasing opportunities. Additionally, digital distribution has led to an “information explosion” that is considered among the top drivers of transformation for the travel industry.

14:00 airBaltic – Innovations for customers and business • Unlocking business potential by improved CRM and effective brand management • Benefits of a varied distribution channel portfolio and innovative payment solutions • Solving ICT challenges of offering an agile, customer-friendly service • Realising ancillary revenue and new commercial models Jānis Vanags, VP Corporate Communications, airBaltic Corporation AS, Latvia

14:35 Dynamic pricing is key to customer-centric distribution • Roadmap to true dynamic pricing • How to deal with challenges like old industry standards in pricing • A smooth migration path offers quick-wins and mitigates risks • Technology and science are available and ready to be used – what about management and organizations? Dr. Peter Schöber, Director of Revenue Management and Pricing, Lufthansa Systems GmbH & Co. KG, Germany

15:10 Airline analytics for the 21st Century • The search data, studying behaviour before the PNR is created • The geolocation, going beyond the PNR • On-time decision making Faical Allou, Biz Development, Skyscanner Ltd., United Kingdom


Conference Day One I Tuesday, 30 August 2016 Speakers 2016

Rossen Dimitrov, Qatar Airways

Jānis Vanags,airBaltic

Ayşegül Durak, Turkish Airlines

Michel Pozas Lucic, KLM Royal Dutch Airlines

Sascha List, Air Berlin

Mikko Kiviniemi, Finnair

Hector Paris, Etihad Airways

Dr. Peter Schöber, Lufthansa Systems

Diogenis Papiomytis, Frost & Sullivan

Sergey Fomenko, Ukraine International Airlines

Jörg Troester, Hahn Air Lines


16:15 Airline distribution and data ownership • Innovative distribution technology to improve the customer experience • Sharing of direct data of passengers in PNR worldwide • Generating new ideas for marketing and communication and the development of web sales Sergey Fomenko, Executive VP Commerce, Ukraine International Airlines Jsc, Ukraine

16:50 Round Table Session 1 – Pricing strategies and revenue management Table 1 – Revenue management and pricing: Manage business agility and system stability Joshua Bustos, CCO, Safi Airways Co., Afghanistan Table 2 – Modern airline analytics supporting pricing and revenue management Faical Allou, Biz Development, Skyscanner Ltd., United Kingdom Table 3 – Effective customer segmentation & contemporary travel products Diogenis Papiomytis, Director Aerospace & Defence, Frost & Sullivan Ltd., United Arab Emirates Table 4 – Offer the perfect product by knowing your customers: Using loyalty programs, online channels, big data, GSM triangulation, beacons Krzysztof Jarosz, former CIO, LOT Polish Airlines S.A., Czech Republic

18:30 Closing remarks by conference chairman

19:00 Evening get-together Join us at an evening get-together. Take this opportunity to network and make new business contacts. Or just to relax and round off your first conference day.

Conference Day One I Tuesday, 30 August 2016

Azman Ahmad, Saudi Arabian Airlines

Prof. Dr. Georg Felser, Hochschule Harz (FH) — University of Applied Sciences

Anthony Harcup, Acumen Design Associates

Joshua Bustos, Safi Airways

Harris Markopoulos, Aegean Airlines

Krzysztof Jarosz, LOT Polish Airlines

Faical Allou, Skyscanner

Katja Siberg, Finavia Oyj

Florian Meissner, Deutsche Bahn Vertrieb

Beau Vanderford, Copa Airlines

Speakers 2016

Transport IQWebsite: http://www.transportiq.com/Transport.aspx

Delivering quality content and events to enhance your knowledge and strengthen your networks

Transport IQ is the number 1 choice for information exchange in the transport industry. Transport IQ is the specialised trans-port research division of IQPC. Our comprehensive events provide an unbiased, focused forum where you can discuss and learn about the issues most important to you. We put a range of transport challenges under the spotlight to examine how to solve these issues in the context of today’s business climate. Become a member here: www.iqpc.com/IQLogin.aspx

Frost & SullivanWebsite: www.frost.comFrost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best in class positions in growth, innovation and leadership. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages over 50 years of experience in partnering with Global 1000 companies, emerg-ing businesses and the investment community from more than 40 offices on six continents.

Media Partners:


08:45 Registration and welcome coffee

09:10 Opening remarks by the conference chairman

Joint Sessions with Airline Distribution Technology & Strategy

The new Relationship With The Digital Customer (II)

This module will look at the options for future revenue streams through ancillaries.

09:15 Personalisation and ancillaries: Can the industry deliver an Amazon Travel Experience? • Distribution diversity and potentials • Commercial and revenue steering • Individualisation of customer experience • Flight revenues vs. ancillary revenue & retailing Sascha List, Senior Manager Ancillary Development, Air Berlin PLC & Co. Luftverkehrs KG, Germany

09:50 Rail&Fly – Over 25 years of intermodality within Germany • Concept and distribution of Rail&Fly – How does it work? • How do airlines benefit from this product? • Current challenges of the combination between air and rail • Other intermodal concepts in the market Florian Meissner, Key Account Manager Airlines, Deutsche Bahn Vertrieb GmbH, Germany


On-ground Services Symposium

In most cases the airport is the first place of physical contact between airlines and passengers. Establish personal relationships while making the passenger feel secure are among the most important tasks. Listen to three keynotes from on customer experience on ground followed by a round of quick-fire questions.

10:55 Enhancing on ground customer experience • Knowing your customer, a challenge for an airport • Customer journey and the use of digital channels • How to stand out in an ever competing environment • Reactive marketing and the use of data Katja Siberg, VP Marketing and Business Development, Finavia Oyj, Finland

11:15 Customer service in the age of increasing automation • Advantages of customer self-service for heightened passenger experience • Re-definition of customer service in an automated age • Strengthen corporate identity to compensate for little personal contact Beau Vanderford, Station Manager, Copa Airlines, United States

11:35 Securing our passengers under seamless travel • Create a controlled environment under uncontrolled circumstances • Giving the feeling of Security, district but obvious • Too much security does not mean god security • Pro activeness before reactiveness Harris Markopoulos, Manager Security and Emergency Services, Aegean Airlines S.A, Greece

11:55 Symposium Open Mic Address your questions on CRM on ground to the collective panel and listen and discuss to their approaches and solutions.


On-board Services and Cabin Trends

The core experience of a passenger is still the connected to the aircraft an services provided on-board. However, it is an expensive way for airlines to differentiate themselves. This module presents three presentations on integrating passenger experience in cabin design development.

13:45 Bringing velocity to digital design in the airline space • Engaging various internal stakeholders with design thinking for buy in • Applying lean methods and processes in a challenging tech environment • Always engaging with the user throughout the process Mikko Kiviniemi, Head of Design, Finnair Oyi, Finland

14:20 Description of ideal cabin interior design • What does comfort mean for the passenger? • Special attention to the today’s interior weights • Description of new catering concepts & new seating concepts • What are the roles of the aircraft manufacturers, cabin unit manufacturers and the operators? Ayşegül Durak, Cabin Interior Chief Engineer, Turkish Airlines Corp., Turkey

14:55 Customer loyalty for the economy class? The single biggest opportunity and untapped potential in aircraft interior design • Parameters of passenger comfort and their impact on passenger experience • Why has innovation remained incremental in economy class compared with other flight classes? • Why is there such a large disparity between the blue-sky economy seating concepts in the media and public domain vs the seats that are actually flying? • The aircraft interiors industry is ripe for next gen products – who will get there first? Anthony Harcup, Associate, Acumen Design Associates Ltd., United Kingdom

Conference Day Two I Wednesday, 31 August 2016

5 reasons to attend:

► Learn from experts from the travel

industry about new ideas for an ideal

marketing channel portfolio, efficient

data mining and customer profiling in a

digital world

► Identify opportunities of product

differentiation by creating and marketing

value-added personalised offers, unique

on-board services and additional app

services

► Determine a contemporary portfolio of

payment solutions and dynamic pricing

mechanisms

► Discuss how to establish customer

loyalty under circumstances of growing

automation and self-services on-ground

► Exchange experiences on enhancing

passenger experience on board through

comfort and entertainment features


Conference Day Two I Wednesday, 31 August 2016

Be more than a name on a business card.

Stand out as a sponsor or exhibitor.

This event provides a unique platform which

encourages open conversation between

practitioner and solution-provider. We take

the time to get to know our customers so

that we can help you navigate through the

audience to find the best matches in terms

of need and buying power. A `must-attend’

event for businesses, which have a service

or solution that would bring benefit to the

audience. To find out more about the outstanding

sponsorship and exhibition opportunities

available at


contact

Andreas Wibowo on:

+49 (0)30 20 91 32 12 or email

[email protected].

Workshop AAsking your organisation the right questions about its future distribution strategy Everyone talks about NDC and your company may wonder whether they should jump on that wagon or not. This workshop will discuss in depth what are the right questions (and possible answers) for companies participating in the airline distribution chain who want to make their strategy NDC-ready. • Where is my company’s place in the future air travel distribution chain? • What are possible business cases for my company in the future air travel distribution chain? • Who are my competitors – old fellows or new entrants? • When will be the right moment to get into it?

Jörg Troester, Head of Corporate Strategy, Industry and Government Affairs, Hahn Air Lines GmbH, Germany

16:45 Registration for Afternoon Workshops

Evening Workshop | 17:00 – 19:30

15:30 Round Table Session 2 Cabin design for passenger comfort Table 1 – How to develop the ideal cabin interior for the passenger - Research into passengers’ variable needs and expectations Ayşegül Durak, Cabin Interior Chief Engineer, Turkish Airlines Corp., Turkey Table 2 – Realising product differentiation and airline corporate identity through aircraft cabin design Anthony Harcup, Associate, Acumen Design Associates Ltd., United Kingdom

16:20 Closing remarks by the conference chairman


Interactive Workshops | Thursday, 1 September 2016

“You can succeed on your own terms

but you can’t succeed alone”

Join our interactive workshops and

benefit from in-depth sessions, hosted

by selected industry experts. In our

unique workshops, industry experts will

share their expertise with a limited

group of peers. Our workshop leaders

provide in-depth knowledge and will

actively foster open exchange and

discussion to help you face challenges,

discover solutions, and make

decisions crucial to business

excellence.

Workshop B | 09:00 – 11:30 Route development workshop: Airline – airport co-operation possibilitiesAirports worldwide have taken the initiative to market their destination and are increasingly proactive with potential airline partners. How this relationship can work and what the advantages are for both sides is the focus of this workshop. • Airline network planning and self-connections • Integration of flight search technology in airport apps/websites • Upsell/cross-sell opportunities

Faical Allou, Biz Development, Skyscanner Ltd., United Kingdom


Workshop C | 12:30 – 15:00Is having an ideal cabin implementable?The workshop will review new concepts for reaching maximum passenger comfort and high standard design while overcoming operators’ restrains. • What are todays’ restrictions preventing the innovations? • Review new concepts for reaching maximum passenger comfort and high standard design while overcoming operators’ restrains • Translating results into innovative cabin design and developing unique operator services together

Ayşegül Durak, Cabin Interior Chief Engineer, Turkish Airlines Corp., Turkey

15:00 Networking break

Workshop D | 15:30 – 18:00Why don’t we already use true dynamic pricing today?What could stimulate the industry to implement dynamic pricing? Let’s identify road blocking elements and outline how to remove them. • Overcome old industry standards in pricing • Develop new integrated revenue management and pricing concepts • Quick-wins and mitigated risks through the right management decisions

Dr. Peter Schöber, Director of Revenue Management and Pricing, Lufthansa Systems GmbH & Co. KG, Germany

18:00 End of workshop day

08:30 Registration and morning coffee

CAN’T MAKE IT TO THE CONFERENCE? PURCHASE THE 2-DAY DOCUMENTATION FOR € 990,- +VAT. Documentation will be sent 6 weeks after the event

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Delegate Details

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/Please indicate your choice of workshopson Wednesday, 31 August 2016 Workshop A: Asking your organisation the right questions about its future distribution strategy

on Thursday, 01 September 2016 Workshop B: Route development workshop: Airline – airport co-operation possibilities Workshop C: Is having an ideal cabin implementable Workshop D: Why don’t we already use true dynamic pricing today?

SP

Fax: +49 (0)30 20 91 32 40Post: IQPC Gesellschaft für Management Konferenzen mbH Friedrichstraße 94 10117 Berlin, GermanyOnline: www.www.passenger-experience-management.com/MMEmail: [email protected]

For further informationPhone: +49 (0)30 20 91 34 17

4 Ways to Register

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Venue and Accommodation

Futher information will follow soon

Early BirdBook & pay until

24 June 2016

Early BirdBook & pay until 05 August 2016

Standard Price

Bronze Package 2 day conference

Save € 100,- € 2.599,- + VAT

Save € 100,- € 2.599,- + VAT € 2.699,- + VAT

Silver Package 2 day conference + 1 workshop

Save € 300,- € 2.899,- + VAT

Save € 200,- € 2.999,- + VAT € 3.199,- + VAT

Gold Package 2 day conference + 2 workshops

Save € 400,- € 3.099,- + VAT

Save € 300,- € 3.199,- + VAT € 3.499,- + VAT

Platin Package 2 day conference + 3 workshops

Save € 500,- € 3.299,- + VAT

Save € 400,- € 3.399,- + VAT € 3.799,- + VAT

Titan Package 2 day conference + 4 workshops

Save € 600,- € 3.499,- + VAT

Save € 500,- € 3.599,- + VAT € 4.099,- + VAT

Conference Packages

The delegate fee includes the following services:• Access to the purchased conference packages • Catering during the entire conference • Conference documentation • Evening get-together

30 August – 01 September 2016 | Berlin, GermanyCo-located with the event Airline Distribution Technology & Strategy


passenger experience management - acumen-da.com · azman ahmad, experience • sharing of direct...

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