Speaker Biograghy: Brian is a graduate of Embry-Riddle Aeronautical University. He holds a Bachelor’s degree in Aeronautical Science, and two US FAA-issued licences as a commercial pilot and flight instructor. Coupled with each of his licences, Brian holds multi-engine and instrument ratings respectively, in addition to a type rating in the Cessna Citation I business jet. He started his career in the aviation industry upon graduation, and has attained successive leadership positions throughout his 23-year tenure. Brian joined CVG Airport in July 2010 as the Director of Customer Services. He continues to integrate best practices of airline knowledge into the critical environment of airport operations to provide the region’s customer base with the highest levels of services, offering a competitive advantage over other surrounding airports, and driving significant engagement and sustainability for this vast economic engine within the Cincinnati/Northern Kentucky region.


Day 3 - 22 March
Session: Ageing Population & PRMs

10:20 - 10:45 - Advocacy to action
Synopsis: A culture of advocacy provides opportunities for collective community advancement. CVG considers this a cornerstone of customer experience delivery. From accountability to innovation, CVG’s critical eye on customer experience continues to demonstrate tangible steps to go beyond the routine for guests with limitations. Examples include clear regulatory standards establishing common expectations in day-to-day operations, incorporating facility design changes during remodelling phases, and identifying industry-changing innovation to reaffirm our industry’s responsibility for seamless travel.

Audience will learn:

• Building a culture of advocacy
• Establishing norms in support of regulatory expectations
• Understanding facility limitations and creating meaningful facility design modifications
• Incorporating innovation into industry-changing opportunities