Speaker Biograghy: Marc is a Customer Experience & Digital/Social Media Head with many years' senior management performance excellence. He is accustomed to delivering world-class multi-channel customer experience, strategic direction and budget-exceeding sales growth. With a track record of challenging the status quo and delivering innovative solutions, he utilises analytical and strategic ability to facilitate operational and procedural planning. He strives to create an environment where every colleague contribution is valued, and every colleague takes ownership for the customer. He only has 18 months' experience in the aviation industry, but he believes his cross-industry experience from fields as diverse as television, finance and utilities helps him bring varied best practice and diversity of approach to the role. Personal interests: as a way of relaxing, Marc loves spending time with his two daughters and attempting to stay fit through boxing training. He once had a promising amateur boxing career!


Day 3 - 27 March
Session: Commercial Development, Retail & Media

11:20 - 11:50 - Communicating with the connected passenger in a digital world
Synopsis: Many airports have adapted to the needs of social and digital aficionados; Heathrow seeks to evolve this. Aware of how the connected traveller behaves, LHR knows many components of its operations – from customer service to commercial revenues – benefit from these new technologies. The T2 concept will become somewhere that passengers have constant access to social media, and a place where the airport is social, offering a mixture of real-time information and promotions. The presentation will discuss identifying advocates who are engaging with us and building personal relationships with a new breed of social stakeholder, plus merging real and virtual worlds to create a new airport experience.

Audience will learn:

• Overarching theme: the world’s most connected terminal – connected to the travellers, connected to their lifestyles
• Always in touch with the travellers – throughout their journey – dreaming, planning, booking, travelling (sharing throughout)
• Before: Social Concierge concept – before you travel, for any information
• During: Influencers Lounge – the world’s first lounge where you enter based on your social/digital status
• Working hand in hand with retailers and partners