Speaker Biograghy: Stephen is a technology specialist with 20 years' experience of working at some of the most iconic airports, airlines and aerospace companies in the world: JetBlue Airways, Beechcraft and Dallas Fort Worth International Airport. In his current role, Stephen is responsible for the design and execution of technology at DFW International Airport.


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

09:30 - 09:55 - To IT or not to IT...
Synopsis: The worlds of customer experience and information technology often become blurred. Which drives the other? Is IT a means to the end or the end in itself? In this presentation, the joint speakers will present a compelling case for how IT can transform a great customer experience strategy into a world-class product.

Audience will learn:

• Developing a customer experience strategy
• Journey mapping to identify how/where IT can play a leading role
• Developing an IT strategy that supports the CX strategy
• Developing an innovation culture to galvanise the whole organisation on the same CX delivery journey