Speaker Biograghy: Jerry is a senior product manager for SITA’s airport mobile app and wayfinding touchscreen products, also covering digital mapping and indoor location services. Responsible for product definition and strategy, he has worked in enterprise software for more than 20 years, the last 12 directly with wayfinding, self-service and digital signage, previously with NCR Corporation. He has had direct responsibility for some of the world’s most comprehensive passenger-facing digital wayfinding solutions, including an award-winning deployment for Dubai Airports.


Day 3 - 22 March
Session: Customer Service & Passenger Experience

11:55 - 12:25 - The airport-passenger digital connection: what’s next?
Synopsis: There used to be a common truth in the industry that the airlines know their passengers, but airports do not. But today, with the number and types of digital channels exploding, airports increasingly have at their fingertips a direct, one-to-one communication and marketing conduit directly to their consumers. So now what? How should airports build and maximise this relationship in a way that maximises value, without turning off the audience? In this session, we’ll explore the current and evolving technology landscape against the backdrop of improving the passenger experience and achieving the airport’s (and partners’) business goals.

Audience will learn:

• Customer relationship management (CRM) and marketing automation – what airports need to know about these tools and their use
• Current and forthcoming Internet of Things (IoT) technologies and how they can improve the day of travel for passengers
• The rapidly evolving role of airport marketing and business operations – what retailers and direct marketers can teach us
• Why providing value via digital channels is a top priority, and ultimately drives efficacy of advertising and marketing
• Hiring and outsourcing strategies – skillsets for the coming decade: marketing automation, analytics and business intelligence