Jerry Angrave | Customer Experience Consultant
Empathyce

World Aviation Festival Day 1 @ 14:30

PANEL: How can airlines create a seamless, unified passenger journey to deliver a strong brand message?

• What do our customers want – taking a step back to truly define a strong experience ethos
• How can airlines identify pain points to best deliver value for customers and reduce siloed thinking
• Getting the balance right between digital and the in person touch - where does tech really offer value?
• Empower staff to be brand ambassadors with clear CX goals and the right tools to hand

Marc Giles, Head Of Customer Experience, Aer Lingus

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Marc Giles / PANEL: How can airlines create a seamless, unified passenger journey to deliver a strong brand message?

Marc Giles, Head Of Customer Experience,
Aer Lingus

Marc Giles is Head of Customer Experience at Aer Lingus and is responsible for delivering a best-in-class customer journey at all stages across the airport and inflight experience. Aer Lingus has industry-leading customer satisfaction and NPS metrics, demonstrating its commitment to putting the...

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Nick Shay, Vice President, Publicis Sapient

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Nick Shay / PANEL: How can airlines create a seamless, unified passenger journey to deliver a strong brand message?

Nick Shay, Vice President,
Publicis Sapient

With a background in technology and passion for strategy, Nick heads up Publicis Sapient’s Travel and Hospitality business in Europe. With over 20 years in Digital, he has worked with global brands in the US, Asia and Europe helping them with digital business transformation strategies and bringing...

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Silvia Moran, Director of Customer Engagement, IBERIA

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Silvia Moran / PANEL: How can airlines create a seamless, unified passenger journey to deliver a strong brand message?

Silvia Moran, Director of Customer Engagement,
IBERIA

Currently, I work as Director of Customer Engagement in Iberia with a strong focus on omnichannel strategy and AI transformation. I have more than 20 years of experience in the field of customer service. Throughout my career, I have had the privilege of working in various industries such as...

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Renato Ramos, Vice President Corporate Strategy, Star Alliance

Moderator: Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 1 @ 15:15

Multimodal Panel: Making sustainable, seamless end to end travel a reality

• Supporting the sustainable travel behaviours of our customers: How can we make Air/Rail travel a breeze
• Overcoming the biggest barriers to interlining agreements both technical & operational to make this vision a reality
• Managing distribution and sales effectively to deliver a seamless customer experience
• How can customers be supported effectively during disruption?

Mahesbin Samssudin, Head of Alliances & Partnerships, TAP Air Portugal

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Mahesbin Samssudin / Multimodal Panel: Making sustainable, seamless end to end travel a reality

Mahesbin Samssudin, Head of Alliances & Partnerships,
TAP Air Portugal

Mahesbin is currently the Head of Alliances & Partnerships at TAP Air Portugal  and oversees all Interline, Codeshare, Proration, Staff Travel Agreements and Alliance matters. With nearly 28 years aviation industry experience, including Revenue Management focused on online & offline...

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Giovanni Matassa, Director Business Development, skyteam

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Giovanni Matassa / Multimodal Panel: Making sustainable, seamless end to end travel a reality

Giovanni Matassa, Director Business Development,
skyteam

Giovanni has been with SkyTeam for the past four years, currently leading the Business Development unit. In this role, Giovanni focuses on advancing the intermodal journey and driving the development of consulting and commercial services for airline partners.Before joining SkyTeam, Giovanni served...

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Giuseppe Belvisi, Head of Customer Value Management & Partnerships, Trenitalia

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Giuseppe Belvisi / Multimodal Panel: Making sustainable, seamless end to end travel a reality

Giuseppe Belvisi, Head of Customer Value Management & Partnerships,
Trenitalia

Giuseppe Belvisi is currently Head of CRM & Loyalty at Trenitalia, within the Marketing and Revenue Management Division. In this role, which he has held for about three years, he is responsible for defining and implementing strategies to strengthen customer engagement and loyalty. His work...

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Moderator: Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 1 @ 16:15

Panel: The role of product innovation & effective partnerships in creating a fantastic customer experience

• Seamless booking and pre-travel experiences – what services are our customers looking for to make their journey easier?
•  Developing stronger partnerships beyond the flight: from hotels to experiences how can airlines make partnerships work in their benefit?
• Experimenting with innovative product development: creating new ancillary opportunities which benefit the customer

Charlotte Posada-Kandel, Head of Online Sales and Ancillary Products, Sunexpress Airlines

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Charlotte Posada-Kandel / Panel: The role of product innovation & effective partnerships in creating a fantastic customer experience

Charlotte Posada-Kandel, Head of Online Sales and Ancillary Products,
Sunexpress Airlines

Charlotte Posada Kandel is the Head of Online Sales and Ancillary Products at SunExpress, where she leads the airline’s digital retailing and ancillary strategy. With over a decade of experience across aviation and tourism—including roles at Emirates, Qatar Tourism, and fastjet—she specializes in...

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Caroline Bergström, Head of Ancillary Products, Connectivity & Retail, SAS

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Caroline Bergström / Panel: The role of product innovation & effective partnerships in creating a fantastic customer experience

Caroline Bergström, Head of Ancillary Products, Connectivity & Retail,
SAS

Caroline Bergstroem is Head of Ancillary Products, Connectivity and Reatil at Scandinavian Airlines. In this role Caroline is responsible for setting the overall product strategy, developing new products both internally and with external partners to secure a wide range of high-quality products for...

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Paul Bilham, Chief Revenue Officer, Data Clarity Limited

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Paul Bilham / Panel: The role of product innovation & effective partnerships in creating a fantastic customer experience

Paul Bilham, Chief Revenue Officer,
Data Clarity Limited

As Chief Revenue Officer at Data Clarity, Paul is dedicated to helping airlines unlock the power of data to drive revenue, improve operations, and enhance the passenger experience. With over two decades of travel technology experience, Paul has worked closely with multiple airline...

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Moderator: Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 2 @ 12:20

Fireside chat: The connected passenger – what it takes to keep journeys frictionless

Interviewee: Renato Ramos, Vice President Corporate Strategy, Star Alliance

Interviewee: Ambar Franco, VP Customer experience, Star Alliance

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Ambar Franco / Fireside chat: The connected passenger – what it takes to keep journeys frictionless

Ambar Franco, VP Customer experience,
Star Alliance

Ambar Franco is the Vice President of Customer Experience at Star Alliance. She drives customer experience initiatives across the entire journey, with a focus on booking, airport, connection and loyalty experiences.She is an expert in developing customer-centric strategies and creating seamless...

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Interviewer: Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 2 @ 12:50

Panel: Making the business case for CX – why customer focus drives commercial success

• Bridging CX & revenue growth – how enhancing customer experience translates into higher retention, ancillary sales, and brand loyalty.
• Understanding key performance metrics and case studies that demonstrate the ROI of CX improvements.
• Exploring how airlines can effectively analyse passenger feedback to uncover trends, anticipate needs, and personalise experiences.
• Embedding CX into airline culture – strategies for leadership to prioritise customer experience across departments, from digital transformation to frontline staff

Jason Ward, Chief People & Marketing Officer, Azul Airlines

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Jason Ward / Panel: Making the business case for CX – why customer focus drives commercial success

Jason Ward, Chief People & Marketing Officer,
Azul Airlines

Jason is the Vice-President of Marketing and People at Azul Linhas Aéreas. Among other company areas, Jason is responsible for the Corporate University - UniAzul, Human Resources, Marketing and Customer Experience (CX). He is a member of the team that founded Azul in 2008.   His mission at Azul is...

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Clemens Strauss, Vice President of Customer Experience and Product and Marketing, Eurowings

Ambar Franco, VP Customer experience, Star Alliance

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Ambar Franco / Panel: Making the business case for CX – why customer focus drives commercial success

Ambar Franco, VP Customer experience,
Star Alliance

Ambar Franco is the Vice President of Customer Experience at Star Alliance. She drives customer experience initiatives across the entire journey, with a focus on booking, airport, connection and loyalty experiences.She is an expert in developing customer-centric strategies and creating seamless...

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Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 2 @ 15:00

Panel: How can airlines accelerate digital adoption to meet passenger expectations?

• Exploring how AI-powered insights are driving tailored offers, targeted advertising, and next-gen passenger engagement
• Moving beyond the AI hype – what practical applications are driving efficiency and CX improvements?
• Maximising feedback platforms – what are the best practices for leveraging tools to drive operational and service improvements?
• Where in the passenger journey will new technology have the biggest impact in the next 5 years?

Quincy Hunte, Vice President of Digital Products, Qatar Airways

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Quincy Hunte / Panel: How can airlines accelerate digital adoption to meet passenger expectations?

Quincy Hunte, Vice President of Digital Products,
Qatar Airways

Quincy Hunte is an accomplished product management executive, known for his product-led approach, emphasizing the importance of curiosity, customer focus, and building high-performing teams. His strategies revolve around creating value for customers through innovative product solutions, advanced...

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Brit Haarmans, AI Success Manager- AI Lab, TUI

Vijay Dheap, Chief Executive Officer, RozieAI

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Vijay Dheap / Panel: How can airlines accelerate digital adoption to meet passenger expectations?

Vijay Dheap, Chief Executive Officer,
RozieAI

Vijay Dheap, Chief Solutions Officer at RozieAI, spearheads efforts to enable organizations to deliver AI-driven personalized experiences at scale. With over two decades of experience, including roles at IBM, an MBA from Duke, and a software engineering background from the University of...

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Jitender Mohan, EVP & Business Unit Head, Travel & Hospitality, WNS Global Services UK Ltd

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Jitender Mohan / Panel: How can airlines accelerate digital adoption to meet passenger expectations?

Jitender Mohan, EVP & Business Unit Head, Travel & Hospitality,
WNS Global Services UK Ltd

Jitender Mohan is the Business Unit Head of Travel and Hospitality. He is responsible for the strategy, growth initiatives and financial performance of the business unit. Previously, he held several leadership roles in WNS, including leading the Hi-Tech & Professional Services business unit and ...

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Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 3 @ 11:45

Panel: How can airlines build trust through proactive customer communication?

• Delivering a truly exceptional omnichannel customer experience throughout their journey: how can tech like AI chatbots and automated notifications be used most effectively?
• Self-service vs. contact centres vs. in-person support – what do passengers really want?
• Delivering personalised experiences which truly enhance customer experience – effectively empowering our employees with digital insights
• How back-office processes impact passenger experience and communication – the hidden CX challenge.

Dinah Libunao, Head of Customer Relations, Philippine Airlines

Bill McKimm, VP of Travel, eSIM Go

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Bill McKimm / Panel: How can airlines build trust through proactive customer communication?

Bill McKimm, VP of Travel,
eSIM Go

Bill is a seasoned digital leader, with a track record of driving innovation and transformation across some of the world's top retail and travel brands.  From spearheading growth at Tesco.com and eBay, to leading Ancillary Revenue at easyJet, and shaping digital strategy at Kingfisher...

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Jo Lai, VP Customer Experience, Hopper

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Jo Lai / Panel: How can airlines build trust through proactive customer communication?

Jo Lai, VP Customer Experience,
Hopper

Jo Lai is the Vice President of Customer Experience at Hopper Technology Solutions (HTS), where she leads strategic initiatives in digital customer experience, AI, and self-service innovation. Jo directs transformative projects leveraging advanced AI to boost efficiency and elevate customer...

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Moderator: Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 3 @ 13:30

Fireside chat: Meeting the challenge of delivering enhanced customer experiences at Aegean Airlines

Christos Patikas, Head of Customer Experience, Aegean Airlines

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Christos Patikas / Fireside chat: Meeting the challenge of delivering enhanced customer experiences at Aegean Airlines

Christos Patikas, Head of Customer Experience,
Aegean Airlines

A Physics and Sustainable Tourism graduate, found himself being passionate about commercial aviation, people and data analysis. Hence, no higher purpose than aiming to improve passengers’ experiences plus inspiring others to do so!

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Interviewer: Jerry Angrave, Customer Experience Consultant, Empathyce

World Aviation Festival Day 3 @ 14:00

Panel: How can airlines create experiences across the journey which foster natural loyalty – even in the face of friction?

• How is the customer expectations of today evolving and how can airlines meet these high bars?
• Ensuring cohesive and effective customer care strategies are in place from booking onwards
• How can airlines guide customer facing teams through a transformative period with leadership to serve customers effectively
• Designing processes & solutions with all customers in mind whilst navigating internal silos

Christos Patikas, Head of Customer Experience, Aegean Airlines

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Christos Patikas / Panel: How can airlines create experiences across the journey which foster natural loyalty – even in the face of friction?

Christos Patikas, Head of Customer Experience,
Aegean Airlines

A Physics and Sustainable Tourism graduate, found himself being passionate about commercial aviation, people and data analysis. Hence, no higher purpose than aiming to improve passengers’ experiences plus inspiring others to do so!

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Moderator: Jerry Angrave, Customer Experience Consultant, Empathyce