Speaker Biograghy: Catherine is the primary liaison for SITA with airport industry organisations, ensuring SITA’s availability and support for committees, conferences and industry missions. She is an active participant in Airports Council International (ACI), including becoming the first non-airport member to be appointed as an observer to the ACI World Governing Board (2006/2011). Previously Catherine was responsible for developing and leading SITA’s Airport Services solution line including the financial results of the global business, strategy, product portfolio, implementation, customer satisfaction and improving the business to ensure SITA continues to meet the needs of the ever-changing air transport industry. Before joining SITA, Catherine was Director of Marketing at ARINC for five years, where she was responsible for launching airport marketing activities worldwide. Catherine has 15 years of airport operations experience with Groupe Air France and Mexicana Airlines, as well as 10 years of experience working concurrently with the San Francisco International Airport.


Day 2 - 16 March
Session: Customer Service & Passenger Experience

09:00 - 09:00 - Conference Chairs

Day 3 - 17 March
Session: Customer Service & Passenger Experience

09:05 - 09:30 - The customer experience: beyond creating a sense of place at the airport
Synopsis: Preparing today for tomorrow's travellers is essential, especially considering how technology is influencing the journey. Robots, drones, augmented and virtual realities will all be part of the experience.

Audience will learn:

• How to prepare for tomorrow's technology impacting the passenger journey
• Airport, airline and passenger technology trends

Day 3 - 17 March
Session: Customer Service & Passenger Experience

09:00 - 09:00 - Conference Chairs