How to extract value from customer-centric experiences

How to extract value from customer-centric experiences

31 Mar 2020, 15:30 - 16:30

CabinSpace LIVE Seminar Theatre

The combination of high speed connectivity, access to data generated at every step of the journey, adoption of artificial intelligence, biometrics, as well as the integration of digital tools and technologies to manage the trip promises to transform passenger travel into more customer-centric experiences in the not-so-distant future.

A panel of experts from across the industry will examine the preparations that airlines, their travel partners and stakeholders should have under way today to ensure that future services and experiences will deliver the value passengers will expect, including:

  • What are the key customer touch points where the combination of technology and data have the most potential to improve the experience and generate the greatest value for passengers, as well as revenue/profits for airlines?
  • And where are the unexplored areas of opportunity to transform passenger experience?
  • What “passenger-pull” strategies should you be using?
  • How can sustainability be used as a passenger experience differentiator?
  • Learning from other industries
  • The role of new data: artificial intelligence, machine learning, biometrics, behavioural patterns, data-forming trends – and using technology in the right way, 
  • Experiential design


  • Dr Stathis Kefallonitis


    Founder & President


    Stathis Kefallonitis is a world-expert on passenger engagement strategies and consumer behavioural biometrics.  He has worked with air transport...

  • Jaime Moreno


    Chief Executive Officer


    Jaime Moreno is founder and CEO of Mormedi, a strategic design and innovation consultancy which he established in Madrid in 1998. Mormedi...

  • Bartosz Baca


    Co–Founders and Partner


    Bartosz Baca is a Partner at BBSG - a boutique consulting firm specialised in the transportation sector. He is also responsible for Strategy &...

  • Jorge De Luis Sierra


    Senior Cabin Interior Design Manager


    Jorge de Luis Sierra is a Senior Cabin Interior Design Manager at Airbus. He works in the Color, Materials and Finish department as trim and finish...

  • Felix Radloff


    Service Lead UX

    umlaut Consulting

  • Josh Hirschheimer


    Aviation Group Manager

    Porsche Consulting