Customer Experience Track

Shaping Seamless, Personalised Journeys

The CX Track dives into the future of airline customer experience, exploring how smarter design, advanced analytics, and AI-driven personalisation can create seamless, connected journeys from inspiration & booking to arrival.

The discussions focus on how airlines can deliver customer-centric strategies, remove frictions, and truly meet customer expectations. Join us to explore how airlines drive both exceptional experiences and stronger commercial performance.

Speaking on Customer Experience

Heather Garboden
Senior Vice President and Chief Customer Officer
American Airlines

Beatriz Guillen
Chief Customer Officer
Iberia

Marc Giles

Head of Customer Experience

Aer Lingus

Rachel Walker
Managing Director of Service Transformation for Customer Contact Centers
United Airlines

André Pazin
Senior Director Customer Management
LATAM

Caroline Bergstrom
Head of Ancillary Products, Connectivity & Retail

SAS

Caroline Spruijt
Director Ancillary Products & Partnerships
Air France-KLM

Duncan Patillo
Director Customer Experience

Flair Airlines

Topics We're Covering