Speaker Biograghy: Sarah has been in the industry for eight years. After receiving her MA in International Management from universities in Munich and France, she joined MAN as an M&A consultant for business development in aviation. She then joined Munich Airport as Project Manager for three years followed by a year as Senior Strategy Consultant. Sarah became Head of Innovation Management in 2014 and rebuilt the department from the ground up, placing the main focus on customer experience, but also revenue increase.


Day 3 - 16 March
Session: Customer Service & Passenger Experience

11:25 - 11:55 - Megatrends – how to develop innovations for an airport
Synopsis: e-commerce, connected mobility, shared car services – recent successful business models don't have their origins in the aviation industry but they all have a direct impact on our airports' business models. If we want to be prepared for the future we should pay attention to megatrends and changing customer needs. Data era, seamless commerce, individualisation and urbanisation are only some examples of recent trends. Munich Airport developed an open innovation approach and involves the customer in co-creation of new products and services to offer a unique customer experience to our guests.

Audience will learn:

• What are recent megatrends and why are they so important for our industry?
• How to do trend-scouting
• Why we should innovate
• How to realise open innovation with customers and startups
• Pilot projects with trial and error – a new business culture