Jerry Angrave | Customer Experience Director
Empathyce

Customer experience consultant. Consultancy to help business leaders and their teams to find incremental value by operating in a way that better reflects the way their customers and clients see the world; the right customer and client experiences to result in better business.

Appearances:

World Aviation Festival Day 1 @ 12:55

CX Panel: Why delivering the digital customer experience is more important now even more than it has been ever before?

Where are the new areas of customer friction or struggle across the digital and mobile experience?
How does the current aviation CX model react to the realities of today?
2020-2021 allowed us to offer more flexibility than we could have ever imagined – will that flexibility remain in place as re-emerge as an industry?
How will end-to-end partnerships develop in areas such as mobility, loyalty, retail and payments to help boost the customer experience across the whole journey?

Moderator: Jerry Angrave, Customer Experience Director, Empathyce

Heike Birlenbach, SVP Customer Experience, Lufthansa

Ashish Taneja, SVP - Client Services, WNS

Hulda Karen Guomundsdottir, Customer Experience Development Manager, Icelandair Group

Steve Tan, VP & General Manager, EMEA/APAC, Airship

Vivian Lo, General Manager, Experience And Design, Cathay Pacific

World Aviation Festival Day 1 @ 15:25

Panel: How touchless technology is redefining the customer experience beyond the pandemic?

Going from high touch to low touch – How are airlines and airports rethinking digital and physical interactions throughout the whole journey?
How do we continue to differentiate in a touchless environment?
What innovations have been driven by the pandemic response and which new digital products and services can we expect to further evolve as we continue to rebuild?
Understanding how you marry together touchless and personalisation across all of your channels

Moderator: Jerry Angrave, Customer Experience Director, Empathyce

Abhi Chacko, Director of Innovation, Gatwick airport

Kamal Hingorani, Chief Customer Officer, Spicejet

Preston Peterson, Director Customer Experience Innovation, American Airlines

Akira Mitsumasu, VP, Global Marketing, Japan Airlines

World Aviation Festival Day 2 @ 12:30

Panel: Disruption management in the post pandemic era

As travel becomes increasingly complex for our passengers how can we use digital tech at the front of house and behind the scenes to re-instill confidence and solve every day passenger problems?
What kind of mindset does the industry need to adopt to cope with the post-pandemic customer to help enable a quicker recovery?
How can you deliver a holistic, considered response to passenger disruption that reflects your airline or airports brands?
In what way has the need for contactless service and operations impacted our ability handle disruptions effectively?

Moderator: Jerry Angrave, Customer Experience Director, Empathyce

Marlou Bordes, Director CX, KLM