Speaker Biograghy: Jessica graduated from Florida International University with a double major in International Relations and Political Science along with a certificate in Latin American and Caribbean Studies. She currently works for Miami International Airport as a Public Relations and Digital Marketing specialist. Jessica helped launch MIA’s digital marketing and public relations efforts. She has worked on the design and content creation of MIA’s mobile application, as well as the launch of the airport’s social media accounts, digital crisis communications plan, international marketing campaigns and customer-centric programmes for travellers. She assists with MIA’s plan to be an international brand and a customer airport of choice. Jessica's immense passion for digital marketing and aviation has led her to help the airport's efforts in proximity marketing and digital ad buys. Personal fact: While not at MIA, Jessica enjoys spending time with her husband watching Star Wars movies.


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