Page 5 - Passenger Conference Programme

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AFTER THE COFFEE BREAK THE PROGRAMME SPLITS INTO THREE BREAKOUT SESSIONS THAT WILL RUN IN PARALLEL FOR THE REST OF THE DAY.
FLEXIBLE AND SUSTAINABLE THINKING
PERSONALISING THE JOURNEY
CONVERGENCE AND MOBILITY
This stream will examine how exibility can be designed into products and services
to afford more options for airlines and rail operators, be it mission exibility, seasonal exibility or enabling their business models and their onboard experiences to evolve in response to changing consumer and social trends.
What role does sustainability play in
this equation? Should we be designing products, processes and services that have sustainability in their DNA? If so, how can your business reap the value?
Moderator: Vern Alg, Consultant, Reed Exhibitions
11.30– 12.00
KEYNOTE: GO CIRCULAR! HOW A SUSTAINABLE APPROACH EXTRACTS THE MAXIMUM VALUE FROM INNOVATION
A traditional linear economy relies on
a make, use, and dispose model of production. But is there a better way? Circular economy principles aim to eradicate waste throughout the lifecycle of products, while preserving resources and value. How can these be applied to future passenger experience innovations to bene t your business, customers and passengers? Industrial designer Christina Fagin shares
her knowledge of practical applications of circular business models, including:
• We have a problem: Why do we need a
circular economy?
• Circular value preservation: business models and design strategies for the circular economy.
• The circular innovation process: design as the key success factor.
• Circular economy in practice: How circular principles are successfully applied in various industries
Christina Fagin, Industrial Designer, Circular Economy Expert, Grüner Hering
This stream will explore how airlines and rail companies are addressing the challenge of offering just the right experience to every passenger. It will also focus on how connectivity and data-driven technologies can help personalise the journey and enable deeper relationships between an airline and its service partners.
Moderator: Seth Miller, Editor, PaxEx.Aero
11.30– 12.00
KEYNOTE: LET’S GET PERSONAL
Personalisation is no longer a value-add extra or marketing gimmick. Businesses who are not adopting it are at risk to losing customer loyalty and revenue in an already challenging environment. Personalisation is now seen as one of the best strategies from an experience perspective for differentiating your brand in a crowded market place. This is not something that is just happening in the passenger experience market – but all industries.
In today’s world we see traditional competitive advantage eroding and once-revered service industries being rendered into commodities, competing on price alone. However, by identifying the customer pain points that can be alleviated and the new experience factors that can be introduced, your digital customer experience can be leveraged to build a stronger relationship and deliver a more meaningful service.
Drawing on his experience designing products
and services across multiple industries including entertainment, pro athlete training, healthcare, transportation, and more, Nate Giraitis will outline the trends driving the rise of personalisation, what the has learnt about what people actually want and what brands should be doing to respond.
Nathaniel Giraitis, Director of Strategy, Smart Design
12.00 – 12.20
THREE CONSIDERATIONS FOR A GREAT END- TO-END TRAVEL EXPERIENCE
What actually makes up a “great travel experience?” Is it the destination, the journey or when the trip is over? For most travellers, it would appear it’s a little bit of each. In this session, we will examine how travel providers could look at managing the customer experience by considering the pre-trip and post-trip activities together with the trip itself.
Bruce Randall, Global Director of Travel Industry, SAP Hybris
This stream will consider the full travel experience and how convergence and cross-pollination
of ideas across travel modes – aviation, rail, automotive and more – can enrich today’s passenger experiences and create new
business opportunities. As mobility becomes more seamless, how will it impact cabin interiors, supporting travel services and ancillary products? How will opportunities for new brand partnerships innovate fresh solutions?
Moderator: Gary Weissel, Managing Of cer, Tronos Aviation Consulting
11.30– 12.00
KEYNOTE: SEAMLESS URBAN MOBILITY – A ROLE MODEL FOR PASSENGER EXPERIENCES?
MaaS or mobility as a service is set to disrupt the transportation universe through digitalisation and combining the best of existing apps. The concept brings every kind of urban transport together into a single intuitive mobile app. The Whim mobility service by MaaS Global was launched in the Helsinki region in Finland in 2016 and pilots are already underway in the West Midlands, UK, with Antwerp and Greater Amsterdam in the works.
MaaS Global’s goal is to revolutionise the way people travel. Furthermore, they have ambitions to make consumers’ lives easier with value-added services like deliveries for groceries or restaurant meals. This is an opportunity to understand their vision for mobility services and to consider how our expectations about our travel experience
– as passengers and consumers – will evolve in response to them.
Jonna Pollanen, Head of Early Market Expansion, MaaS Global
correct at time of print
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