Howard Bohan, speaking at Smart Airports World MENA 2011

Howard Bohan,
Vice President Operations and Customer Experience
Greater Toronto Airport Authority, Canada

Mr. Howard Bohan joined the Greater Toronto Airports Authority (GTAA) in December 1996 as Manager, Terminal Operations. In January 1999, he was appointed General Manager, Landside Operations, in June 2004, was appointed Director, Properties and Concessions, and in May 2007, was appointed to his current position. Prior to joining the GTAA, Mr. Bohan held various positions at the airport with Transport Canada. Mr. Bohan has a Masters degree in Business Administration from McMaster University, Ontario.

Appearing:

Day 1: Monday 26th September 2011

11.40

Panel discussion: Knowing your customer: who are they and what do they want?

Implementing effective customer segmentation tools to differentiate customer needs
Making targeted investments in passenger experience
Selecting the right facilities and partners for your customers
Developing effective customer relationship strategies to minimise passenger stress

Mr Gordon Dewar,

Chief Executive Officer,
Bahrain Airport Company, Bahrain

Howard Bohan,

Vice President Operations and Customer Experience,
Greater Toronto Airport Authority, Canada

Joyce Carter,

Chief Financial Officer and Chief Strategy Officer,
Halifax International Airport, Canada

Ms Annegret Reinhardt-Lehmann,

Senior Vice President Passenger Experience Management,
Fraport AG, Germany

12.20

Using technology to support a comprehensive service level protocol

Leveraging mobile technology and smart phones to reach your customers
Using mobile devices to monitor service levels
Become a virtual service provider offering integrated value propositions
Exploring the increasing role of mobile apps to assist passengers in managing their trips

Howard Bohan,

Vice President Operations and Customer Experience,
Greater Toronto Airport Authority, Canada

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