Theme IN SEARCH OF EXCELLENCE
10.00 – 10.45: WILL AI TRANSFORM THE CUSTOMER EXPERIENCE?
Artificial Intelligence has taken the world by storm. There’s no shortage of both dreamers and doers waxing lyrical about AI transforming the aviation industry. Join Vimal as he derives inspiration from AI-led transformation in other industries, to zoom into potential (realistic) use cases for the inflight domain. He will attempt to answer the question: Will AI really transform the Inflight Customer Experience?
KEYNOTE SPEAKERS: Vimal Kumar Rai, Commercial Excellence Partners – Blue Skies – AI-led Inflight Customer Experience
Colleen Tynan, VP Guest Experience for WestJet
11.00 – 11.45: THE JOURNEY EXPERIENCE
This session will be a look at the complete end-to-end journey experience from the passenger point of view. How we can create a cohesive, well-thought-through guest experience from the moment the passenger purchases their ticket through to arrival at their final destination? How can we enhance and personalise that experience? How can we offer products and services that really add value to the journey experience? How do we make this cohesive and connected? How can tech help and support our objectives? What operational challenges does this bring about and how do we overcome them? Join our panel of experts from across the guest experience sphere to discuss the fast moving developments in this space.
MODERATOR: Alison Wells, Plane Talking
Panelists:
Antony McNeil, Singapore Airlines Global Food and Beverage Director – Inflight Service Delivery
Todd Traynor-Corey, Alaska Airlines, MD Guest Products
Vimal Rai, Commercial Excellence Partners
Svenja Steffen, LSG Lufthansa Industry Solutions
12.00 – 12.45: WHY SPECIAL DIETS ARE THE WAY FORWARD FOR AIRLINES TO INCREASE CUSTOMER LOYALTY
In this session we delve into the passenger experience for individuals with allergies, examining each stage of their journey. We will address the potential link between accommodating allergies and fostering customer loyalty, backed by data-driven insights into the financial ramifications of mishaps in this area. Airlines will share latest trends in special diet requests and in managing the top 14 allergens to promote greater guest inclusivity. Additionally, there will be a discussion on discerning between vegan and dairy-free options and how caterers can adjust their offerings accordingly. Lastly, the talk will explore current trends in providing free-from offerings during flights and speculate on future developments in this space.
MODERATOR: Marc Warde, Foodcase International
Panellists:
Mel Berry, Iberia, Director of Customer Experience
Audrey Hart, Virgin Atlantic, Head of Food and Beverage
Austrian Air, Simone Walli, Catering Manager
Easyjet, Michelle Philpot, Buy on Board
Julianne Ponan, MBE, Owner and CEO of Creative Nature
13.00 – 13.40: MARC WARDE, Foodcase International
A demonstration and tasting to show how simple it can be to create allergy-free meals without losing the flavour.
14.00 – 14.40: EXCELLENCE IN SERVICE – driving change in a dynamic environment
Our two experts in guest experience management will lead a discussion among airlines and industry leaders. The conversation will focus on the importance of understanding the changing customer behaviour and how to cater to their needs; the evolving eco-system and competitive landscape; and how to innovate and drive change in a dynamic environment.
MODERATORS: Simon Soni, Expert in Hospitality Product Management and Anne De Hauw, Founder, IN Air Travel Experience
Panelists:
Amy James, British Airways, Director of Cabin Crew and Interim Director of Onboard Experience
Louise Leaupepe, Riyadh Air, Inflight Experience
Luke Miles, Founder, New Territory Brand Experience, London
14.55 – 15.35: IT’S MISSION CRITICAL FOR THE ENVIRONMENT
Looking at the massive challenges facing our environment, Jennifer Piggott of InfiniteLives presents the business case for airlines in leveraging planet-saving tactics. She shares an extraordinary brand proposition around sustainability that puts a spotlight on the customer experience and announces the launch of a carbon offset initiative. (MONTE VIBIANO OLIVE OIL GIVEAWAYS)
Moderator: Jenny Piggott, CEO, Infinite Lives
Panelists:
Lorenzo Fasola Bologna, Chairman, Monte Vibiano
Yves Alavo, Founder and CEO, Nexus Brand IQ
15.45 – 16.30: WINE OLYMPICS
What countries are home to the most elite wines in the world? You decide! Join the wine experts from Intervine to blind taste Pinot Noir from around the world. Do you love Red Burgundy? Or is Central Otago your favourite region for this fickle grape? So many regions have truly mastered this most elegant varietal wine. Join us as we explore Pinot Noir’s diverse range of flavours and aromas. Then you be the judge of which wine should win that coveted gold medal.
Poured by Brian Turner, Chris Tinder and Andy Grabowski – our Intervine hosts.
