Speaker Biograghy: Owen works side by side with leaders to develop tools and knowledge that will bring core transformational shifts within their organisations. Harnessing his expertise in helping leaders unlock their creative potential, Owen co-founded IDEO’s online school, IDEO U, in 2015. Since joining the company in 1998, Owen has led various core initiatives within IDEO, including starting its first cross-disciplinary studio in Palo Alto, bringing together engineering and design, leading the San Francisco studio, and launching the company’s presence in Asia with studios in Shanghai, Tokyo and Singapore.


Day 1 - 14 March
Session: Customer Service & Passenger Experience

15:05 - 15:40 - Change by movement not mandate – activating an airport
Synopsis: Toronto Pearson Airport and IDEO have been working together for the last few years to transform Toronto Pearson to become a world-class airport. We would like to share with you some of the journey we have been on, the lows and highs, and where it has taken GTAA to date. This is a presentation about harnessing the power of Toronto Pearson's 40,000 employees across multiple stakeholders towards one common purpose: the positive impact the airport can have on its passengers, its customers, and ultimately its business performance.

Audience will learn:

• New methods for collaboration in the airport environment
• A new way to think about employee engagement
• How to create a movement
• How to think beyond operations and focus on the passenger
• An airport driven by a common purpose