Speaker Biograghy: Jerry is Managing Director of Empathyce, a customer experience management training and consulting company. He has worked across many sectors including with airlines in New Zealand and one of the world’s largest travel groups. His practitioner and consulting background has also seen him work in financial services, pharmaceuticals and utilities. Jerry is a Certified Customer Experience Professional (CCXP) and one of just a handful of people globally who are accredited by the Customer Experience Professionals Association to train practitioners for the qualification. Jerry is also a judge at the UK Customer Experience Awards.


Day 1 - 20 March
Session: Customer Service & Passenger Experience

11:00 - 11:30 - Essential characteristics of a successful passenger-centric culture
Synopsis: Expectations of a hassle-free and enjoyable experience at the airport are increasing all the time. Passengers themselves have a choice and a voice. So airports that don’t work with their partners to get the basics right every time and add a magic touch where it’s relevant will simply lose out to those who do. Jerry Angrave has studied organisations across different sectors who succeed in driving down costs and increasing revenue through a focus on customer experience. He has identified three ingredients they all have: a genuine customer empathy, passionate employees and the right type of corporate mindset.

Audience will learn:

• Examples of tangible evidence that the culture is customer-focused
• Innovative ways of understanding passengers beyond the traditional surveys
• How those in customer experience roles build strong employee and stakeholder engagement
• Latest studies on the economic and strategic advantages of being customer-focused
• Research on what passengers say to each other about what makes an airport 5-star or no-star

Day 1 - 20 March
Session: Customer Service & Passenger Experience

14:30 - 15:30 - Panel Discussion: Brand versus Policies
Synopsis: The panel will have a rich dialogue with airlines and airports regarding their brands. It will discuss the importance of the brand. The audience will walk away from this discussion with the knowledge of how to be a voice for your brand, how to challenge the status quo to allow your brand to shine through, and immediate things you can start to do to align your brand with existing customer policy.

Audience will learn:

• What is your company's brand?
• Do your policies support or hinder?
• How to drive change to allow synergy
• How to get your employees thinking along this line