Speaker Biograghy: Jerry is a Certified Customer Experience Professional (CCXP), a judge of the UK Customer Experience awards and founder of Empathyce. After a corporate career in senior marketing and customer experience roles in the UK and New Zealand, he now advises clients across many industries on customer strategy, customer experience programmes, measurement and journey mapping. Jerry works across many industries. His aviation work has included airport/airline research and advising regional airlines and travel companies. Jerry has a son with a severe learning disability and so combines his passion for customer experience with a unique and personal perspective about what it’s like for people with physical and mental challenges to travel through airports. He is also former Chair of Governors at a children’s special needs school in the UK. Outside of work, Jerry is preparing for a cross-channel swim from England to France in 2016.


Day 1 - 15 March
Session: Ageing Population & PRMs

09:10 - 09:35 - Improve experiences and profitability by learning from people with disabilities
Synopsis: People who have physical or mental disabilities interact with the world in very different ways. The World Health Organization says 15% of the population has some form of disability, and that proportion is rising. Rather than being marginalised, these people and their families should be embraced for what they can teach us. A deeper understanding helps develop better customer experiences. More disabled people travel if the experiences are more empathetic. And it stretches the thinking to design the right experiences for other passengers in a way that makes operations slicker, processing more efficient and revenue greater.

Audience will learn:

• How better experiences for people with disabilities leads to better experiences for all passengers, lower costs and higher revenues
• How those with a less visible mental illnesses see and interact with the world
• What it’s like to travel, from the carer’s perspective
• Examples of organisations in other industries who have benefited from taking this approach