Kathleen Boyd, Chief Marketing Officer, Houston Airport System, USA

Speaker Biograghy: Kathleen is Chief Marketing Officer for Houston Airport System, focused on customer experience and branding for Hobby, Bush and Ellington Airports and the Houston Spaceport. She joined HAS in 2015, and is most proud of being first in the world to offer browser-based wayfinding – partnering with LocusLabs. Kathleen has enjoyed a career in aviation, previously heading a consulting firm developing brands and customer experiences for airlines and airports worldwide. She began her career at Continental Airlines, holding leadership positions in marketing, customer experience and alliances. She developed and implemented Continental’s blue-and-gold globe brand (still extant at United), its revolutionary BusinessFirst, and alliances with Air France and Alitalia. Kathleen was named AMA Sysco Marketing Innovator 2017, AMA Marketer of the Year – Transportation 2016 and 2017, was awarded ACI’s 2016 Customer Service Technology Innovation award, and was named to the Bordeaux wine society, La Commanderie du Bontemps de Médoc et des Graves, for her award-winning wine selections for Continental.


Day 2 - 21 March
Session: Customer Service & Passenger Experience

11:25 - 11:55 - It's all about the digital experience – making passengers happy
Synopsis: Houston Airports is blazing a trail using big data and passenger research to understand its passengers' needs and then meet or stay one step ahead of them. Enhancing the digital experience is a primary need and a primary marketing objective: free wi-fi is as essential as water, mobile websites are a must, and browser-based interactive maps are the new basic (a.k.a. wayfinding 2.0). Raising passenger awareness of these offerings requires ingenuity, from in-airport promotion to digital advertising. It all leads to happier passengers (and increased revenues).

Audience will learn: