Jan Richards, Head of Insights & Planning, Dublin Airport, Ireland

Speaker Biograghy: Jan is responsible for managing the significant Dublin Airport Insights & Research programme, including monitoring future customer and passenger trends, passenger tracking, continuous CX improvement research feedback, and developing brand positioning strategy and measurement. She is proud of her contribution to Dublin Airport’s continuous improvement programme that, since 2006, has resulted in the airport moving from bottom three to top three performers within its category in the Airports Council International Customer Satisfaction Index. Jan speaks regularly at international innovation and CX conferences in London and abroad and has significant tourism experience having worked in brand, communication and segmentation development with Bord Failte and Tourism Ireland since 1996. Jan worked in brand and advertising in London, Budapest and Dublin for 16 years.


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


09:35 - 10:05 - Understanding the 2020 passenger
Synopsis: Travel is the most aspirational thing in the world. But change is moving so fast that unless we understand the changing passengers and their needs, we cannot provide the products and services they desire, market to them in the most effective way or provide the service they need. This presentation takes a look at the key trends that are influencing travel today and into the future, and will provoke thinking on what the travel industry needs to take into account over the next few years to best satisfy and target our passengers and customers.

Audience will learn: