AirXperience

Passenger Experience Partner
APEX (Airline Passenger Experience Association)

 

Innovation in passenger experience technology for the world’s airlines

 

AirXperience is all about how airlines can improve the passenger experience at every touch point. Themes include passenger engagement, self-service, personalised passenger experiences, mobile technology, passenger communications and so much more.

With Heads of Experience attending from some of the world’s most interesting and forward thinking airlines and airports this event presents a fantastic opportunity to put your solution front of mind.

 

PaxEx & IFEC Advisory Board

Joe Leader, CEO, APEX Joe Leader
CEO
APEX

Rossen Dimitrov, Chief Guest Experience Officer, WestJet Rossen Dimitrov
Chief Guest Experience Officer
WestJet

Paulo Miranda, Chief Experience Officer, Gol Airlines Paulo Miranda
Chief Experience Officer
Gol Airlines

Jon Norris, Senior Director, Corporate Sales & Marketing, Panasonic Avionic Jon Norris
Senior Director, Corporate Sales & Marketing
Panasonic Avionic

Calum Laming, Chief Customer Officer, Vueling Calum Laming
Chief Customer Officer
Vueling

Piia Karhu, SVP Customer Experience, Finnair Piia Karhu
SVP Customer Experience
Finnair

Daniel Kerzner, VP Customer Experience, Virgin Atlantic Daniel Kerzner,
VP Customer Experience
Virgin Atlantic

Conference

DAY 1  |  DAY 2

IFEC, Thursday 6 September 2018

08:00

Registration

START-UP BREAKFAST BRIEFING

Panel discussion
08:15

Join us to explore the future of start-up engagement and investment in the industry with leading investors and airlines

  • Who are the latest successes of corporate start-up engagements in our industry?
  • What should airlines tech focus on for the future of their business?
  • How can airlines and other aerospace companies work with start-ups? should everyone invest? should everyone have innovation teams?
  • How to stay ahead of the pack?
  • What are the biggest barriers of innovation today for our industry?
  • Is competition conducive to innovation in our industry?
  • What is the power of partnerships and co-investments in the start-up ecosystem?

DIGITAL COMPETITION AND INDUSTRY CONSOLIDATION

Johan Lundgren
08:45

Keynote Interview: Johan Lundgren, CEO, easyJet

New easyJet CEO Johan Lundgren joins us to talk about easyJet worldwide and look at how one of Europe’s largest airlines is using innovative solutions to expands their reach into all segments. He will also be exploring the evolution of the LCC business model in Europe and discussing the current competition and consolidation in the market.
Robin Hayes
09:05

Keynote Interview: Robin Hayes, President and CEO, JetBlue

Robin sits down with Guy Johnson to discuss the future prospect of JetBlue’s European expansion. They will also examine the consolidation in the US market and look at how much further it can go? Guy will also ask him about their beloved brand and how they continue to inspire customers and their staff to drive a better experience. Also find out more about how they’re launching corporate technology ventures to stay ahead of the curve.
Hernán Rincón
09:20

Keynote Interview: Hernan Rincon, CEO, Avianca

Avianca’s innovative CEO is a former Microsoft executive, he is leading the airlines transformation by becoming more digitally-orientated rather than just aviation focused. In short Hernan wants to transform Avianca into a “digital company that flies planes”. He chats to Guy Johnson to talk about how they are looking to become more sophisticated, analytics-driven and how they plan to use digital and mobile apps to provide the passenger with a better experience.
Panel discussion
09:30

Keynote CEO Panel: Following their interviews, our keynote speakers will join a panel discussion, where they will debate some of the biggest challenges facing the industry

    How can the aviation industry cope with the rapid changes that digital technology brings and how are airline CEOs prioritising digital and mobile only tools and applications?What is the next step for the consolidation in the European market, are low cost carriers still the core innovators in a dramatically changing industry?Passenger connectivity is continually growing, how can we use this to best serve our customers and deliver a more seamless end-to-end experience?What impact will low-cost long-haul travel have on the future of global competition and will we see new feeder partnerships develop?What does the next generation travel experience look like?
Dee Waddell
10:00

Innovation Keynote: Know Your Innovation ABCs: AI, Blockchain, Cloud

  • How are these technologies advancing the airline industry in a tangible way?
  • What successes do they drive?
  • What's next for their impact in the coming months?
10:20

Networking refreshment break in the exhibition hall

round tables
11:20

Technology & Strategy Roundtables

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 30 minutes, there is one rotation, so participants can join two tables during the session.
Airline Holidays – just another ancillary product tick-in the box, or a longer-term strategic play to drive more direct business?
Jon French

Jon French, Business Development Director, Global Airline Solutions, Hotelbeds Group

Are airlines keeping up with the Uber, Netflix, Amazon’s of the world? Join us to discuss what it means to create a truly single view of the customer to create loyalty and unlock value.
Spencer Wilcox

Spencer Wilcox, Strategic Value Consultant, Domo

Artificial Intelligence. Are you getting the most out of it?
Sergio Sánchez González

Sergio Sánchez González, Industry Business Development Associate (EMEA TTL), Salesforce

Big Data, Machine Learning, and Artificial Intelligence – are these just buzz words or will they empower to the next generation of retailing?
Pramod Jain

Pramod Jain, Vice President of Marketing and Solutions Management, Sabre

CX is the new black! How to create better customer experience and monetise service products by focusing on users and their needs?
Ville Osterlund

Ville Osterlund, SVP Customer Insight, Digitalist Group And Network

EU261 Best Practices: What are the best strategies to handle delayed passengers and cancelled flights and is there a right way to respond to EU261?
Oliver Bradburne

Oliver Bradburne, Account handler, Aerospace, JLT Specialty Limited

From complaints to compliments and better cost control, is IROPS logistics automation the answer?
How can airlines be confident that inflight connectivity will deliver a positive return?
Frederik Van Essen

Frederik Van Essen, Senior Vice President of Strategy and Business Development, Inmarsat

How can airlines both increase incremental revenue and driver greater NPS?
Azim Barodawala

Azim Barodawala, CEO, Volantio Inc.

How can IFC deliver on truly cloud-scaled user experiences?
Henning Horst

Henning Horst, Senior Manager, Sales Aeronautical EMEA, SES Networks

How can we transform the IoT buzzword into a genuine revenue booster for airlines and airports?
Ralf Kodritsch

Ralf Kodritsch, Director Segment Manager RAIN RFID Solutions, NXP Semiconductors

How do we secure our data in fast changing IT-Architectures?
Thorsten Deutrich

Thorsten Deutrich, Vice President of Sales, GlobalDots

How the Industrial Internet can help you drive greater asset productivity and improve flight efficiency?
Adam Ward

Adam Ward, Director, Digital Sales Europe, GE Aviation

How to build a world class airline through digital innovation
Jose Alvarez

Jose Alvarez, EMEA Industry Strategy Director, Oracle

How to build loyalty during disruption?
Al Tredinnick

Al Tredinnick, BDM, 15below

Modernising your airline: What would your RM world look like without Fare Families and RBD’s?
Alexander Mans

Alexander Mans, Co-Founder & Chief Technology Officer, FLYR

Next gen retail: Data driven insights to drive increases in ancilliary sales.
Dee Waddell

Dee Waddell, Global Managing Director, Travel & Transportation, IBM

Now that nearly half (43%) of all available seat miles (ASM) worldwide offer at least a chance of Wi-Fi what are the connectivity requirements and best practices that the industry should be offering airlines and their passengers?
Jon Norris

Jon Norris, Senior Director - Marketing, Panasonic Avionics

Offer transformation - what it is really? It's time to stop tinkering with legacy processes and embrace the wholesale transformation of the airline offer. But what does offer transformation mean and what are the real-world applications?
Jim Davidson

Jim Davidson, President and Chief Executive Officer, Farelogix

Offers, Merchandising, Orders - How to play nice together and win?
Andrew Hurst

Andrew Hurst, CTO, 2e Systems

Utilization of in-destination content and leveraging the "What to do" to drive costs down while enhancing both employee and passenger experience
David Palmieri

David Palmieri, CEO, @aquila Inc.

What’s the next big innovation in ancillary merchandising?
Mark Brown

Mark Brown, Vice President Sales & Client Accounts EMEA, Fusion

Why Heathrow and Gatwick are joining forces to create a blockchain for operational excellence
Abhi Chacko

Abhi Chacko, Head Of I.T.Commercial And Innovation, Gatwick Airport

NEXT GEN CONNECTED EXPERIENCE

Mark Anderson
IFEC
12:25

Virgin Atlantic Keynote: From knowing customers to truly understanding their needs, the future of customer experience still has people at its heart

  • Putting people first – only a highly engaged team can create highly engaged customers
  • Truly knowing our customers – the power of personalisation and a ‘single customer view’
  • Why technology and digital innovation is not an end goal in itself, but an enabler, to give customers the ability to serve themselves and people the freedom to deliver a more tailored and valued service
  • Combining deep customer insight with the involvement of our own people; how to ensure a purposeful decision-making process which always has people at its heart
Panel discussion
13:25

Networking lunch in the exhibition hall

ON BOARD DIGITALISATION

Rossen Dimitrov
IFEC
14:40

Case Study: Air Italy's Customer Journey and product transformation

  • Introducing Air Italy's new world
  • Unique challenges of completely overhauling your business model and brand
  • Creating a consistent and fully connected on board experience
Jan-Peter Gaense
IFEC
15:00

Digitalization in air travel

  • How can the aircraft become a part of the digital journey
  • Key technology needed to achieve this
  • The role of connectivity and Inflight entertainment platforms
Jimmy Martinez Von Korff
IFEC
15:15

The fusion of Inflight digital services with connectivity

  • Benefits of the fusion between IFE with connectivity: new services and new revenues;
  • Controlled platforms: What are controlled platforms and where should be used;
  • Strategy: When and how to adopt.
Jordan Wattimena
IFEC
15:30

KLM Case study: Applying augmented reality to the end to end passenger journey

  • Pursuing meaningful applications for AR and identify customer touchpoints where AR technology can improve the passenger experience
  • Gamifying the travel experience – Using gamification to engage with your customers and also help deliver useful information
  • Future applications for AR including navigation, baggage, education and translation
16:00

Afternoon refreshment break and exhibition viewing

INNOVATION DRAGONS DEN

Panel discussion
17:00

Dragons Den

We have partnered with some of the best airline innovation hubs and accelerators from around the world to solve the everyday problems that the aviation industry faces.Some of the very best organisations that have emerged from our research will give a 3-minute pitch on stage to you the audience and to or carefully selected judging panel of some of the industry’s most informed executives.Join us to see how we as an industry can innovate through collaborating with start-ups to meet the needs of our passengers
last published: 20/Jul/18 17:15

Air Experience, Friday 7 September 2018

interview

Air New Zealand and JetBlue Tech Ventures special announcement

Leveraging the Travel Tech startup ecosystem to prepare the travel industry for the future. Learn how an emerging international aviation collaboration program taps into the fast growing startup community to define the future of air travel.
08:35

Conference doors open

Future Technology, digital revolution, passenger behaviours and distribution

Henry Harteveldt
08:40

Chairman’s opening remarks

Sir Tim Clark
08:45

Industry game changer Interview: Sir Tim Clark, President, Emirates

Industry legend Sir Tim sits down with Henry Harteveldt to discuss:
    How is the airline industry adapting to rapidly changing passenger behaviours and what kind of technological decisions should we be making to stay ahead of the curve?Embracing the revolution and understanding the next wave of big changes – Windowless planes, AI, biometrics, blockchain and hyper personalisationThe future of global distribution systems: How Emirates plans to remove digital intermediaries and take control of its offering
Linda Jojo
09:00

How United’s technological innovations exemplify the convergence of man and machine, the path to autonomous mobility and global connectivity.

  • Autonomous trends among the aviation landscape in particular – and how technology, innovation and data are transforming both customer service and key hub economies.
  • The tools and applications that are shifting the airline industry as employees and customers gain greater control of the travel experience, especially within a connected world.
  • How the right technology can help companies connect people and provide the best possible customer experience.
Campbell Wilson
09:15

Keynote presentation: Marrying service with digital leadership

  • Equipping the world’s most awarded airline for the digital age
  • Understanding the importance of balancing technology, people and mindset
  • What have been the key challenges, successes and learnings?
Panel discussion
09:30

What will be the key digital disruptions in the next 5 years and how will blockchain, AI, Machines Learning, data, Wi-Fi and cyber security help shape the future of the industry?

  • What are the key potential touchpoints for artificial intelligence and how much of a priority will AI applications be for the airline industry by 2019?
  • Will blockchain live up to the hype and be the panacea for data exchange that the airline industry desperately needs?
  • What will the next generation of in In-flight connectivity and on-board entertainment services and products look like?
  • How can airlines effectively transition into digital companies that fly planes?
Panel discussion
10:30

Networking refreshment break and exhibition viewing

DIGITAL EXPERIENCES

Santiago Aldana
Air Experience
11:10

The new model of the relationship with your customer – Creating an agile consistent and personalised customer experience?

    How you can provide a whole ecosystem of services throughout the total customer journey by opening up your platform to developers and industry players through APIsRethinking your airlines customer experience and changing the workforce mindset to help develop a real digital culture that is more agile, collaborative, data driven customer centred, empowered and innovativeHow you can offer enhanced personalisation through artificial intelligence in areas such as disruption management, customer service and commercial optimisation?
Avi Golan
Air Experience
11:25

Case Study: How Air New Zealand are reimagining travel through digital experiences?

  • Using personalisation backed up with artificial intelligence to enhance the experience
  • Embracing the power of chatbots, voice technology and natural language throughout the end to end passenger journey
  • What is the future potential for AI and the challenges ahead for airlines to master digital technology?
Kilian Ulm
Air Experience
11:45

Handling mass disruption and generating ancillary revenue through location-based AI

  • How can you use smart travel assistants to reduce friction and create a more seamless travel experience through personalisation?
  • Understanding location and behaviour based customer insights and how you can use them beyond just route network?
  • Using artificial intelligence to deliver contextual moments by predicting the customers behaviour and delivering the right offer at the right moment to the right person
Shahar Markovitch
Air Experience
12:00

Using digital technology to take the anxiety out of travel and deliver insights driven by customer demand

  • Thinking beyond data insights – How we can generate more value through context?
  • Digital effectiveness – delivering personalisation and real-time passenger information at the right time in the right place
  • Digital competitiveness – Giving your airline a competitive edge by being agile and reducing time to market
Terry Kane
Air Experience
12:20

Winning in a mobile data driven age

The consumer path to purchase in travel is not linear. In a mobile-centric, data driven world, creating brand differentiation and putting the right message to the right traveler at the right time is key to driving optimum ROI for Airlines.
  • Mobile disruption presents opportunity for brand differentiation and best consumer experience
  • Shifting to the retail mindset to maximize profitability
  • Understanding personalization in a data driven airline world
Konsta Hansson
Air Experience
12:35

Building holistic digital services for aviation

  • How can digital services help airlines become more customer centric?
  • What is holistic service creation and how will it help you?
  • How to utilise quick iterations for continuous learning?
12:50

Networking lunch in the exhibition hall

15:25

Close of the festival - See you next year!

last published: 20/Jul/18 17:15

 

Who Sponsors?

Apps and content providers

Branding and marketing Services

Check-in and baggage systems

Connectivity providers

Content, apps and interfaces

CRM and loyalty

In-flight entertainment & communication

In-store media signage

Interfaces

Digital signage and kiosks

Loyalty consultants

Mobile technology

Passenger communications

Who Attends?

CCO

Chief Marketing Officer

Chief Customer Officer

Vice President Product Management

Head of Marketing

Head of Passenger Experience

Head of Ground Handling

Head of Customer Service

Head of Innovation

Product Development

Head of Passenger Services

Head of IFE

Head of Sales

 

For sponsorship and exhibition please contact Martyn McMurray on martyn.mcmurray@terrapinn.com

 

SPONSORS INCLUDE:

Comtrade Digital Services

EveryMundo

Fusion

iCoupon Global

Relay42

Sabre

Skyscanner

Travelaer

TravelCar

Volantio

Mark Your Calendars Now!
Conference 5-7 September • Exhibition & Seminars 6-7 September

 

The Aviation Festival is two events: a world-class international conference featuring leading airline speakers from around the world; and a technology exhibition showcasing the latest innovations global leaders to the start-ups.

To visit the exhibition is free. There is, naturally, a registration fee to attend the conference.

 

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