Speaker Biograghy: Ken oversees DFW’s Customer Experience, Concessions, Marketing and Parking departments. He is responsible for directing new strategies related to ground transportation, parking revenues, parking operations and guest transportation. His professional career includes more than 20 years of industry experience in revenue management, sales, merchandising technology, sales planning and marketing. He has served as the Director of Strategic Initiatives and Sales Planning for Coors Inc, and has also held executive-level positions at Kmart Corp and Kroger Corp.


Day 1 - 20 March
Session: Commercial Development, Retail & Concessions

14:30 - 15:00 - Digital food ordering at large airports
Synopsis: Whether you are in a hurry for your flight, or just want a relaxed trip, skipping the line at a restaurant is something everyone likes. You will learn how Dallas Fort Worth International is making the facilities it has to offer, such as the many restaurants, more accessible to its travellers. With Mobile Food Ordering, customers can pre-order food directly within the DFW and American Airlines app and even pay in advance to avoid the wait. This session gives insight into how Dallas Fort Worth International Airport is enhancing the passenger journey and creating a more seamless experience.

Audience will learn:

• How to increase concessions revenue
• How digital ordering contributes to a smooth overall journey
• Find your restaurant with indoor wayfinding
• Learn how DFW Airport is making all its facilities as accessible as possible

Day 2 - 21 March
Session: Commercial Development, Retail & Concessions

16:45 - 17:15 - Panel Discussion: Building an airport digital ecosystem – airports, airlines and suppliers working together to drive commercial performance and optimise the customer experience
Synopsis: What is the commercial case for developing digital services in aviation? With airports, airlines, brands, aggregators and others all aiming to communicate directly with travellers, how can different stakeholders work together to create shared value through the use of mobile technology in airports? And what’s the payoff? Our panellists will share their own experiences, highlighting how their strategies have impacted the way passengers use an airport, and how commercial revenues have benefitted as a result.

Audience will learn:

• The link between digital initiatives and commercial revenues
• Case studies of successful mobile innovations
• What hasn’t worked
• Different digital behaviours from different customer groups
• Data sharing between airport stakeholders