MAG

Speaker Biograghy: Dr Roy is head of strategy at MAG (Manchester Airports Group), the largest UK-owned airport group, and operator of London Stansted, Manchester, East Midlands and Bournemouth Airports, serving over 55 million passengers every year. He works on MAG's commercial and business strategies, with a particular focus on customer insight. He was instrumental in the establishment of MAG-O, MAG's digital B2C division. Alex joined MAG from Mott MacDonald, where he was principal economist in Integrated Transport, specializing in aviation. Prior to this, he spent 15 years working on economic development in Manchester and Europe for both the public and private sectors. Alex holds a PhD in Economics from the University of Leeds.


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


09:35 - 10:05 - MAG Online – digitising the passenger journey
Synopsis: The presentation will focus on the development of the MAG Online (or MAG-O) division, a new department for the airport group that was recently set up with product development, e-commerce/trading, customer insight and marketing at its core. The end-to-end passenger journey and how MAG aims to realise greater value from the airport customer base is central to the department's objectives. The challenges of finding out more about the airport customers, mastering and predicting their evolving online engagement across channels, and applying that knowledge to provide them with new and improved services, will be discussed.

Audience will learn: