AirXperience


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. See agenda

 

 

KEY SPEAKERS INCLUDE

 

VIEW AGENDA

 

SPONSORS

15below

3D Seatmap

Accomodations Plus International

Adaptive Channel

Aeria Games/ MOTUS

Affirm

Airbus

ATPCO

Attached Language Services

Boxever

CarTrawler

Cirium

Conversocial

CrowdRiff

Deutsche Telekom

Display Interactive

ECR Retail Systems

Emarsys

Expedia Partner Solutions

Facebook/Instagram

Flightbuddy

Holiday Taxis

Honeywell Aerospace

iCoupon Global

Immfly

Ink Aviation

Inmarsat

Innova

Interactive Mobility

Iteam

Levarti

Lufthansa Systems

Mastercard Data & Services

Media Carrier

Mindtree

Nagarro

Parkcloud

Quiket

Salesforce

Sherpa

SITA

Skydeals

Solring

Switchfly

Volantio

 

 

 

 

 

AGENDA

 

 

 

Air Experience, Thursday 5 September 2019

08:00

Registration

DIGITAL COMPETITION AND DIFFERENTIATION

Tony Fernandes
08:30

Keynote Interview: Tony Fernandes, Group CEO, AirAsia

Low Cost industry legend and one of Asia’s most famous entrepreneurs joins us to talk about AirAsia’s huge transformation. Going from being an airline to a one-stop travel technology company. Tony will be sharing how Asia’s largest low-cost carrier is going beyond air transportation to encompass hotels, activities, loyalty and much more. Discover first-hand how AirAsia is digitalising operations and using advanced analytics and machine learning to digitise every aspect of its business and better serve customers.
Johan Lundgren
08:55

Keynote interview: Johan Lundgren, CEO, easyJet

easyJet CEO Johan Lundgren sits down with Guy Johnson to discuss how the easyJet brand is moving beyond price and creating a long-term plan with a vastly wider use of data analytics across the business. Find out from Johan how the airline is radically changing its holiday business and extending its reach to the wider travel value chain. Understand more about how easyJet is embracing data driven customisation and digital capability and learn about new partnerships that will develop from its new contribution model.
Alan Joyce
09:10

Keynote Interview: Alan Joyce, CEO, Qantas

Alan Joyce joins us to discuss the challenges of balancing dual brands Qantas and Jetstar. Find out more about the airline’s future strategy for expanded growth in Asia. Learn how Qantas are looking to exploit and develop its own customer base through Amazon style personalisation. Alan will also be discussing ultra long haul and how Qantas plan to capitalise on high demand. Expanding the most trusted brand in Australia.
Sir Tim Clark
09:30

Keynote Interview: Sir Tim Clark, President, Emirates

Industry legend Sir Tim Clark joins us to talk innovation, growth and coping with headwinds in aviation. Gain his unique insight on how he sees digital technology driving current and future successes. Find out from Sir Tim on what he sees as the most exciting technology impacting the end to end passenger experience. Understand how he views the future of global distribution systems and the potential impact of blockchain, biometrics, AI and IoT on day to day operations.
Panel discussion
09:45

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. Key issues they will address include:
  • 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 are the trends that will shape the industry into 2020 and where are airline CEOs placing their bets?Biometrics, blockchain, robotics, artificial intelligence, voice technology, connectivity and cyber security?
  • In what way will airlines evolve beyond selling seats and become more involved in the wider booking and planning experience for customers?
  • What is the next step for the evolution of low-cost carriers and are they 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 ultra-long-haul travel have on the future of global competition and will we see new partnerships develop?
  • How do airline CEOs see digital as a core differentiator against competition and how are they investing in technology to improve day to day operations and services?
10:20

Networking 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.
"I'll be back" - ROBOTS!!! How to deal with the Good, the Bad and the Ugly?
Aleksandar Ivanišević

Aleksandar Ivanišević, Head of Operations and Support, 2e Systems Gmbh

Achieving NDC´s business objectives with a legacy PSS: What challenges are being faced and what strategies can be adopted to achieve these business objectives.
Marco Contento

Marco Contento, Vice President Aviation Business, IBS Software

Ancillary Revenues in the Travel Industry: What are the effects of mobility on revenue streams pre, during and post-journey?
Robin Moradian

Robin Moradian, Partnerships Manager, Splyt

How can airlines use blockchain to drive 1:1 dynamic offers and personalized retailing?
Gianni Cataldo

Gianni Cataldo, Head Of R&D And Bridge Labs, ATPCO

How can airlines utilise technology to transform the crew layover experience?
Donal Mcgranaghan

Donal Mcgranaghan, Chief Product And Technology Officer, Accommodations Plus International (API)

How can modern offer and order management platforms leverage NDC to enable personalized offers and seamless fulfillment?
Michael Reyes

Michael Reyes, Senior Director, Offer Management Solutions, Sabre

How can your airline accelerate offer transformation?
Jim Davidson

Jim Davidson, President And Chief Executive Officer, Farelogix

How do you use data to exceed traveler expectations?
Andrew Doyle

Andrew Doyle, Director, Aerospace Market, Cirium

How is mobile technology helping airplanes take flight?
Mustafa Ebadi

Mustafa Ebadi, COO, SOTI

How is the journey to Airline Digital Transformation impacting your organization across RM, ecommerce, distribution, and beyond?
Aditi Mehta

Aditi Mehta, Senior Product Marketing Manager, PROS

How much are uncontactable customers costing your airline?
Al Tredinnick

Al Tredinnick, Head of Business Development, 15below

Is a Customer 360 possible in a fragmented digital world ?
Cyril Treacy

Cyril Treacy, Vice President of Industry Architects, Salesforce

Similar to Uber and AirBnB, how can airlines successfully tap into secondary markets to drive incremental profit growth?
Azim Barodawala

Azim Barodawala, Chief Executive Officer, Volantio Inc.

The Onward Passenger Travel – When does this really matter?
Yaron Schechtman

Yaron Schechtman, Head Of Business Development, Here Mobility, HERE Mobility

What can airlines do to optimise customer support costs, increase revenue & build loyalty using A.I?
Guillaume Laporte

Guillaume Laporte, Chief Executive Officer, Mindsay

What can blockchain actually offer for optimised operations within airlines, airports and concessionaires?
Gustavo Sanches

Gustavo Sanches, CIO, National Civil Aviation Agency - Brazil - ANAC

What’s preventing wide-spread adoption of single digital identity in the industry?
Bob Kwik

Bob Kwik, Vice President, Air Transport Solutions, Europe, SITA

Where are the pain points when transforming vast streams of data into seamlessly flowing information for predictive airport analytics?
Rami Hindieh

Rami Hindieh, Associate Director, Greater Toronto Airports Authority

DIGITAL AND CONNECTIVITY

Eduardo Costa
Air Experience
12:25

LATAM Airlines Customer Experience and Connectivity: Reimagining the traditional business model for the Latin American market

  • How the LATAM industry is moving in terms of digital connectivity and what is the uptake in this region?
  • Investments in Cabin Experience: What impact will cabin segmentation have on the customer and how are we redesigning the experience for them?
  • Introducing New Services and aligning our end to end digital offering with the cabin and airport experience.
Panel discussion
Air Experience
12:45

PaxEx & connectivity panel discussion: How can we as an industry meet the demands of today’s highly mobile, always connected and digitally agile passengers?

  • The digital passenger is driving strong demand for a more dynamic model – How do we deliver it?
  • What functionality are airlines and suppliers looking to integrate using mobile apps and products that can help create a more seamless on-board experience?
  • How are global airlines using IFEC to differentiate their on board offering and compete more effectively?
  • What are airlines doing to meaningfully monetise their in-seat and wireless inflight entertainment and connectivity systems and content through personalised advertising?
  • Where do you see the major opportunities for in-flight personalisation and where have we seen innovation?
  • How can we utilise the massive amounts of data that we now have from on-board connectivity to drive better passenger experiences in-flight?
13:25

Networking lunch in the exhibition hall

DIGITAL DISRUPTION MANAGEMENT

Vivian Lo
Air Experience
14:40

How proactive chatbot technology can minimise the impact of disruption and help reduce stress on the day of travel for passengers?

Brian Olsen
Air Experience
14:55

The bright future of passenger disruption: Removing passenger distress and making travel more efficient during IROPs

  • Removing the stress and taking away queuing in the airport for your passengers
  • What is the difference between a US vs EU disrupted passenger?
  • Technological evolution through HMT
Santiago Aldana
Air Experience
15:10

Disruption & Digital Transformation at Avianca

  • Transforming the customer journey exponentially, creating personalized experiences through data driven models
  • Innovating and co-creating with customers through prototypes and experiments, in order to create a memorable travel experience.
  • Improving operational efficiencies and employee’s productivity
Matthew Rea
Air Experience
15:25

Can one digital platform with a single point of integration provide a holistic solution for airlines, airports and retailers?

  • iCoupon is the central platform for issuing vouchers in the airport space.
  • Modular iCoupon approach - one integration gives capability to issue; compensation, promotions, entitlements and loyalty vouchers from one platform.
  • Find out why over 50+ airlines already use iCoupon and how simple, quick and easy it is to implement across your network.
Katrin Rieger
Air Experience
15:40

How do you retain loyalty when the going gets tough?

  • Overcoming the challenges of growth and integration while keeping your customer satisfaction high
  • Automating and digitizing processes and services to sharpen your customer focus
  • Being transparent and fair with passengers: Integrating boarding procedures while offering constant communication via email and SMS
  • Closing the link between punctuality and customer satisfaction
16:00

Afternoon refreshment break and exhibition viewing

DATA DRIVEN AIRLINES

Panel discussion
17:00

CLOSING KEYNOTE PANEL DISCUSSION: Data driven airlines – What are airlines doing to create insights that will improve the customer proposition, drive revenue and reduce costs?

  • There are now billions of data points on a day to day business – How do we retain that data to help improve the next journey?
  • How close are we to achieving a new level of data-driven collaboration across all airline functions collectively to deliver a more seamless customer experience?
  • Have we succumbed to the Googles & Amazons of this world - How will airline data fit into the travel ecosystem of the future?
  • Ultimately can new technologies and big data help reduce tight profit margins and intensify global competition?
18:00

Evening reception at the Arsenal Emirates Stadium

last published: 16/Jul/19 10:05
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Air Experience, Friday 6 September 2019

08:00

Conference doors open

08:05

Chair's opening remarks

GROUND INNOVATION BREAKFAST BRIEFING

Panel discussion
08:10

How can airlines, airports and mobility partners collaborate to build a seamless travel experience for global passengers?

  • Are we overcoming the traditional challenges of collaboration in aviation between airlines, airports and mobility partners?
  • Exploring the increasing importance of a digital offering in all areas of the passenger journey for seamless capacity optimisation.
  • How can car rental companies evolve to compete more effectively with ride-sharing services?
  • What impact will a driverless future and autonomous vehicles have on the ground experience?
  • How should we adapt our current business models to create ancillary revenue sources?

KEYNOTE: AIRLINES IN A DIGITAL WORLD

Anne Rigail
08:50

Keynote Interview: Anne Rigail, CEO, Air France

New Air France CEO Anne Rigail sits down with Bloomberg’s Anna Edwards to discuss how she is taking a new approach to rebuilding the Air France brand and making the business highly competitive in a digital age. She will also explore her approach to getting the balance right in the group, utilising both premium and low-cost offerings effectively. Also find out exclusively about the latest Air France passenger experience initiatives in this keynote interview.
Alexandre De Juniac
09:15

Keynote Interview: Alexandre de Juniac, CEO, IATA

Alexandre sits down with Anna Edwards to discuss how IATA are approaching new technologies and the digitalisation of processes in the aviation industry. Find out exclusively in this keynote interview how he sees the future development of NDC as it comes of age. Understand more about OneID and how it will enable passengers to move more seamlessly through the airport without having to repeatably identify themselves. See how One Order could help enable network and legacy carriers do more business with ticketless travel airlines such as LCCs. Gain Alexandre's unique perspective on how the global industry can use data sharing tools to improve operations and how he thinks the industry can become more aware and prepared of the dangers of cyber threats.
Panel discussion
09:40

Keynote Panel: How is digital, shifting passenger behaviours and transformative technologies disrupting the existing airline ecosystem?

  • Is the “Amazon of Travel” an unachievable myth and can airlines create an intelligent digital mesh of products and services that meet modern passengers needs?
  • Will the airlines dream of transforming themselves into digital mobility brands become a reality?
  • Is the industry lagging behind consumer adoption of technology and what is the future of conversational interfaces when it comes to sales and service?
  • What types of product differentiation should we expect to see through future airline retailing channels?
  • When will the big tech giants disrupt the distribution landscape and will they succeed in taking over the entire value chain in the next decade?
10:25

Networking and refreshments in the exhibition hall

TRANSFORMING THE EXPERIENCE

Alfredo Tan
Air Experience
11:10

Marrying digital and physical – How does the airline industry move forward into this new paradigm?

  • What are the challenges of transitioning from the traditional airline model and enabling your guests and colleagues to be empowered throughout the journey
  • How do you bridge the operational day to day business with ongoing transformation projects to build better guest experience capabilities?
  • Why technology transformation is not as important as the cultural transformation and what can we do to help foster and evolve that relationship across traditional airline silos
Guido Van Til
Air Experience
11:30

Digital is mature, let’s act like adults.

  • One step at the time: how KLM tackles the big problems that are facing travel one sprint at the time.
  • Taking the buzzwords out of personalization: how KLM removes irrelevance and creates a human-like dialogue throughout your trip.
  • How KLM combines the best of technology and the best of humans throughout the journey: from inflight staff to social media service.
Guido Woska
Air Experience
11:50

From flying planes to flying people – how Lufthansa Groups transforms the way it creates future products, servcies and experiences for more than 140 million guests each year

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  • Transforming one of the world’s largest airline groups through experience design to create deeper loyalty and increase revenues
  • Building a design-driven, non-silo organization to identify, ideate and implement seamless and integrated experiences across a holisitic passenger journey
  • Successfully embedding a mindset of human-centricity, creativity and a new perspective of travel into a global organization
Patrick Mareuil
Air Experience
12:10

How leading airlines leverage mobile channels to provide Magical Customer Experiences:

  • How to orchestrate different channels such as email, SMS, push notifications, mobile boarding passes, web notifications, in-app messages, or voice notifications for an Amazing Day-of-Travel Experience using traveller behaviour and preferences
  • How to message your travellers at exactly the right time on the right channel to alert them to changes in times, dates, upgrade opportunities and more
  • How to use mobile boarding passes that update in real time – and automatically notify travellers of changes with lockscreen notifications
Ravi Simhambhatla
Air Experience
12:25

The connection between mobility and customer experiences: Demonstrated by United’s new app and roadmap

  • How does United’s new app deliver industry leading layout innovations that instantly bring relevant information to customers without them having to look for it?
  • Delivering a seamless customer experience by offering boarding passes to STAR partners and providing voluntary solicitation for overbooked flights.
  • Creating a platform where users can tell their stories with a true digital concierge that balances human and AI responses
  • Increasing engagement of passengers through the gamification of MilePlay and evolving the traditional contact center by looking into user-to-agent chat methods via the customers platform of choice
13:00

Networking lunch in the exhibition hall

last published: 16/Jul/19 10:05
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