The Hamburg Aviation Conference 2012
Agenda
Wednesday 22 February 2012
| 18:00 | Welcome Reception „Town Hall“,
Hamburg Frank Horch, Senator of Ministry of Economy, Transport and Innovation, Free and Hanseatic City of Hamburg, Germany |
Thursday 23 February 2012
| 9:00 - 9:30 9:00 - 9:10 9:10 - 9:20 9:20 - 9:30 |
Welcoming Address and Opening Remarks Opening remarks moderator Ursula Silling, XXL Solutions, Switzerland Cord Schellenberg, Schellenberg & Kirchberg PR, Germany Welcoming address Hamburg Airport, Michael Eggenschwiler, CEO Hamburg Airport, Germany Welcoming address Free and Hanseatic City of Hamburg Andreas Rieckhof, State Secretary of Ministry of Economy, Transport and Innovation, Free and Hanseatic City of Hamburg, Germany |
Session I: 9:35 - 10:35 9:35 - 9:50 9:50 - 10:05 10:05 - 10:20 10:20 - 10:35 |
Customer orientation – new ways in value creation? Traditional approaches to customer service and customer relationship management are put into question by the dynamic market and technological environment. Customer behavior changes rapidly. Internet, social media and mobile devices give much more control to the customer and change their lifestyle. This session looks at the changing role of the customer and what it means in the aviation context. It examines different ways of looking at managing the customer relationship. Den Wandel im Visier / Sights set on change: Prof. Dr. Eckard Minx, CEO Daimler Benz Stiftung, Germany Customer Orientation within the Aviation Industry Dr. Andreas Wittmer, University St. Gallen, Switzerland Airport 2025 – rethinking the traveler experience Rohit Talwar, CEO Fastfuture, UK Questions & Answers |
10:35 - 10:50 |
Coffee break |
Session II: 10:50 - 12.30 10:50 - 11:05 11:05 - 11:20 11:20 - 11.35 11:35 - 11:50 11:50 - 12:30 |
Why the hassle – customer behavior is changing Learn what travelers really want. Traditional segmentation and customer service orientation need a review if travel companies want to create sustainable advantage. Lifestyle and web 2.0 opportunities influence the decision making process with ever increasing dynamism. Scientific consumer behavior and retailer insight highlight the urgency to rethink how to reach the consumer of the future in an ever increasing competitive environment. What do traveler’s really want Prof. Michael Solomon, Saint Joseph’s University, USA The fundamentals of future flyers Alison Bryant, PlayScience, USA Passenger segmentation in a world of transparency and web2.0 Andrew M. Wong, Senior Manager TripAdvisor Flight Search Europe, UK Die demografische Herausforderung / The demographical challenge Werner Sülberg, Dertour, Germany Questions & Answers |
12:30 - 13:35 |
Lunch break |
Session III: 13:35 - 15:00 13:35 - 14:05 14:05 - 14:20 14:20 - 14:35 14:35 - 15:00 |
Customer orientation from an airline perspective, approaching new types of customers Can airlines afford customer orientation given ever increasing pressures on cost and revenues? Which role does the business model play - low cost versus premium. Are ancillary services offerings such as baggage charges contradictory to customer orientation? What do customers expect at different touch points throughout the travel experience? Brand positioning as a guideline for customer orientation Dr. Holger Hätty, Member of the Management Board Swiss, Switzerland Social loyalty – an innovative approach to customer retention in a changing market environment Rauno Parras, CCO Estonian Air, Estonia Passenger expectations of tomorrow's travel experience Rohit Talwar, CEO Fastfuture, UK Questions & Answers |
Session IV: 15:05 - 16:45 15:05 - 15:20 15:20 - 15:35 15:35 - 15:50 15:50 - 16:05 16:05 - 16:20 16:20 - 16:45 |
Airport and groundhandling providers, challenges in a multi customer environment Who are the customers, what are their needs and who owns them? What approaches do airports and ground handling providers take towards their different customer types. Do automation and self service support or counteract increased customer orientation. Turnaround Optimization: Will A-CDM increase Customer Satisfaction? Prof. Dr.Hartmut Fricke, Technische Universtität Dresden, Germany Circle of dependencies Oliver Wagner, Senior Vice President Direct Services Deutsche Lufthansa / Managing Director germanwings, Germany dnata – Personally delivering the promises our customers make Nick Moore, Senior Vice President - Airline Services dnata Emirates Airline Group, United Arab Emirates Ground Services Tomorrow – a seamless travel experience Adrian Mellinger, Senior Vice President & CEO Swissport, Switzerland OSL – The customer perspective Knut Stabæk, Director Traffic Development of Oslo Airport, Norway Questions & Answers |
16:45 - 17:00 |
Coffee Break |
Session V: 17:00 - 18:00 17:00 - 17:15 17:15 - 17:30 17:30 - 17:45 17:45 - 18:00 |
How retailers increase focus on direct customers What can be learnt from retailers for the aviation and travel context? What are latest trends and innovative approaches? Does customer orientation pay off for them? Retailing – a Core Business of the Airport Peter Rothmann, Managing Director ELMA Projektmanagement, Germany A customer oriented sales approach along the travel chain Peter Pullem, Managing Director Lufthansa Worldshop, Germany Service Excellence as key revenue driver for duty free retail Gunnar Heinemann, Managing Director Geb. Heinemann, Germany Questions & Answers |
18:00 |
End day 1 |
19:30 |
Hamburg Airport Networking Dinner |
Friday 24 February 2012
| 9:00 - 9:15 | Refresh of previous day learnings and outlook for the day |
Session VI: 9:20 - 11:05 9:20 - 9:35 9:35 - 9:50 9:50 - 10:05 10:05 - 10:20 10:20 - 11:05 |
Technology for improved customer service Hear from major travel and IT companies how consumer behavior is being addressed with travel and flight search technology. Where are the limits for self-servicing? What are best practice examples? Digital Mobility and Physical Travel-Behaviours, Trends and Thoughts how mobility and digital transform travel in the future Christian Lindholm, CIO Fjord, UK BIG data, BIG Insights. Understand, anticipate and delight your customer Dave O' Flanagan, CEO BOXEVER, Ireland A New Experience To Share, Customer Experience at klm.com Rob Zwerink, Director E-development / E-services KLM, The Netherlands IT Mobility – Airports 2.0 Mattias Sjölund, Partner Airport Commercial Development, Sweden Questions & Answers |
11:05 - 11:20 |
Coffee break |
Session VII: 11:20 - 12:00 11:20 - 11:45 11:45 - 12:00 |
An innovative approach to the inflight customer experience – the aircraft manufacturer’s agenda Does the changing consumer behaviour have implications for the inflight experience and aircraft cabin set up? What is expected for the future? What are the driving forces behind? How OEM approach the customer? Ingo Wuggetzer, Vice President Cabin Innovation & Design Airbus Operations GmbH, Germany Questions & Answers |
12:00 - 13:20 |
Business Lunch |
Session VIII: 13:20 - 14:50 13:20 - 13:35 13.35 - 13:50 13:50 - 14:05 14:05 - 14:20 14:20 - 14:50 |
Customer loyalty and customer satisfaction: How to define and measure the success? What does customer orientation mean for the bottom line? How can it be measured? What role do customer satisfaction and loyalty play. Customers Perspectives in Aviation – A Process Oriented View Prof. Dr. Volker Gollnick, German Aerospace Center and Technical University Hamburg Harburg, Germany Airport integration to achieve customer satisfaction – T5 and beyond Julian Wright, Business Readiness Manager T2 at BAA / Mott McDonalds, UK The Net Promoter System: How do service leaders achieve excellence in customer centricity? Frederic Debruyne, Bain & Company, Belgium Loyalty´s business case – British Airways and the Executive Club Ronya Galka, British Airways, UK Questions & Answers |
Last Session: 14:50 - 15:40 14:50 - 15:40 |
What conclusions and action points do we take home with us? – The panelists recommendation Conclusions |
+++ Conference languages are English and German (translation provided). +++ Conference catering is included. +++ We will distribute a participants list at the conference and on our homepage. If you do not agree please inform us via e-mail one week prior to the conference. +++
