Speaker Biograghy: Michael is responsible for the Systems Development, Systems Operating, Telecommunications and Networking Departments at Munich Airport International. After he completed his Communication Engineering studies, he worked for several companies including Siemens, AEG and Debis Systemhaus. At these companies he was responsible for systems development, product line management and consulting. At Debis Systemhaus he led a business unit for IT consulting services from 1997 until 2000. In this function he also accompanied many of the company's planned outsourcing projects.


Day 1 - 14 March
Session: Technology: Passenger Journey

13:45 - 15:45 - Panel Discussion: Customer service transformation in a digital world
Synopsis: Aviation stakeholders are working hard to transform customer service and the passenger experience, to make it the best it can be. Passengers expect personalised information and a seamless flow: from home or office, ground transportation to the aircraft on one side, and the aircraft back through the airport, ground transportation to home or office on the other. Digital technologies will enable airports and airlines to meet these challenges; digital transformation, the implementation of new technologies and the integration with existing technologies help improve processes and services to deliver a better experience to the passengers and customers.

Audience will learn:

• Innovation changing customer service
• Renewing the passenger journey by leveraging IT
• Transforming customer service through digital technology and single tokens, geo-location services, artificial intelligence and more