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Conference Chair
Jeremy Corfield
Partner
CPI
AUSTRALIA
Conference Chair
Jeremy Corfield
Partner
CPI
AUSTRALIA
Biography: Jeremy is a partner at CPI, the world’s leading airport commercial planning consultancy. His most recent projects in airports include commercial planning, retail strategy, digital and mobile strategy, advertising planning and design, as well as supporting airports with tender management and assessment. In the last couple of years Jeremy has worked on commercial planning projects at Vancouver, Denver, Manchester, Stansted, Keflavik, Auckland, Christchurch and Launceston Airports, among others. He is a Director of CPI’s Airport Commercial Development and Management course, held twice yearly in Sydney, Australia, and Cranfield University in the UK. He has written for a wide range of publications over many years, and this is the fifth year that he has moderated at PTC.
09:05hrs - 09:35hrs
F&B transformation at Aena (before, after)
Juan Carlos Muria
Head of Commercial Planning & Analysis (Non-Regulated Business)
Aena
SPAIN
F&B transformation at Aena (before, after)
Synopsis: We will show the development of the F&B services provided in Spanish airports, including how they have been positively transformed from a standardised offer to a tailored offer, meeting the needs of different user groups.
The audience will learn:
- How this transformation has been possible
- What benefits we have achieved
- How an appropriate mix has improved the offer
Juan Carlos Muria
Head of Commercial Planning & Analysis (Non-Regulated Business)
Aena
SPAIN
Biography: Juan Carlos has been at Aena for more than 20 years and has developed his career by undertaking commercial activities at several airports. He is an aeronautical engineer with a degree from the Polytechnic University of Madrid. He also has an MBAA (Aviation).
09:35hrs - 10:05hrs
Adapting commercial strategy to the challenges of a hub operation
Arturs Saveljevs
Board Member (CCO)
Riga International Airport
LATVIA
Adapting commercial strategy to the challenges of a hub operation
Synopsis: Becoming a hub airport not only creates operational challenges but also brings the necessity to review the existing commercial strategy of an airport's concession plan, retail, F&B and service offer. These must be adapted to the new realities of the changing passenger flows, passenger profile and expectations while at the same time maintaining a high level of service quality and passenger satisfaction, thus being able to compete with other hub airports in the region.
The audience will learn:
- The main commercial challenges of becoming a hub airport
- How to adapt the concession plan and commercial offer to the changing passenger flows and profile
- The competition among the hub airports and the importance of services and innovations
- The case of Riga Airport's development and its future plans
Arturs Saveljevs
Board Member (CCO)
Riga International Airport
LATVIA
Biography: Arturs is a Board Member and Director of the Commercial Department at Riga International Airport. He began his aviation career in 2003 when he joined Riga International Airport Operations. In 2005 he was appointed the Non-Aviation Marketing Manager and later the Director of the Marketing Department. He assumed the role of Director of the Commercial Department in 2007, and has been responsible for the airport’s non-aviation commercial activities since then. In September 2017 he joined the Management Board of Riga Airport. He holds a Master's degree in Airport Planning and Management from Cranfield University, and a Master's degree in International Economics from the University of Latvia. He is also a member of the ACI Europe Commercial Forum, where he heads an airport city/real estate task force. He is a Lecturer in Aviation Management at the Transport and Telecommunication Institute in Riga.
10:05hrs - 10:35hrs
Maximising revenue by creating a co-working environment for retailers
Hlynur Sigurdsson
Commercial Director
Isavia, Keflavik Airport
ICELAND
Maximising revenue by creating a co-working environment for retailers
Synopsis: How do you maximise your retail revenue from a small and constrained space? How do you provide an offer with a wide range of desirable products from different retailers that together create a complete local touch shopping experience? How do you get many different retailers to work together, ensuring passengers good service and opening hours whether one flight or 30? Keflavik Airport, which has doubled the number of passengers in last three years, presents a case study from a new shopping area where all retailers worked together with the airport to create a win-win result for stakeholders and passengers alike.
The audience will learn:
- Different thinking for different spaces
- Creating win-win opportunities for airport, retailers and passengers
- Providing the right offer for transfer passengers
Hlynur Sigurdsson
Commercial Director
Isavia, Keflavik Airport
ICELAND
Biography: Hlynur holds a Master's degree in Management Engineering from Aalborg University, Denmark. In 2003 he started working at Keflavik International Airport as a Purchasing Manager for the Duty Free store, and in 2006 he was appointed Managing Director for the same retail store. In 2010 he became Director of Terminal Operations at Keflavik International Airport, at the same time as Flugstodir and Keflavik International Airport merged into one organisation under the name of Isavia. In June 2016 he became Commercial Director at Keflavik Airport, having responsibility for both B2B and B2C. His experience includes retail management, financial management and general management.
10:35hrs - 11:05hrs
Overcoming challenges through innovative approaches to services and spaces
Shane de Wit
Director Commercial
Northern Territory Airports
AUSTRALIA
Overcoming challenges through innovative approaches to services and spaces
Synopsis: Darwin International Airport is the first airport in Australia to establish and operate its own business centre and VIP International Lounge, setting a precedent for airport business diversification, aviation route development and customer service with the opening of its Wirraway Business Centre and Catalina Lounge. These developments fulfil a highly sought-after airline service and, with contemporary fit-outs, state-of-the-art facilities and seamless use of technology, they provide many benefits for passengers as well as national and local businesses. Improving customer experience was a key deliverable, as was the need to brand the airport with the Top End’s unique sense of place.
The audience will learn:
- How to support aviation development by providing a VIP International Lounge, which was unfeasible for individual airlines to develop
- Understanding/identifying customers' needs, competitors' offerings and filling gaps in the market and fulfilling those customer needs
- Ensuring that the airport inspires a local sense of place while contributing to business and community
- How to exploit trends in the way people work; providing a variety of meeting rooms, hot desks and co-working spaces
- Marketing communication and distribution. Creating awareness, gaining local support and harnessing online distribution
Shane de Wit
Director Commercial
Northern Territory Airports
AUSTRALIA
Biography: Shane is the Director Commercial for Northern Territory Airports. He has 15 years’ experience in non-aeronautical commercial revenue both as a Senior Manager and Consultant, providing strategic advice to many airports in Australasia. His strategic approach comes from a product development background in the tourism industry, where understanding customers' needs and developing customer insights is the key to revenue growth. With extensive experience in negotiation and programme management, Shane has led a wide range of development and procurement projects. He graduated with a Business degree from the University of Tasmania and has since completed an MBA.
11:25hrs - 11:55hrs
An airport 'brand-volution' – secrets of the world’s top airport brands
Tracy Ryks
President & CEO
RYX Engage
USA
An airport 'brand-volution' – secrets of the world’s top airport brands
Synopsis: Brand is an airport’s DNA. It is who you are, what you believe and how you interact with others. Top airport brands foster a conversation, reach out, engage and interact with community. Top brands possess an allure, which can be uncovered and developed at any airport. Rebranding is not about changing who an organisation is; it’s a process of identifying, celebrating and reinforcing an airport’s identity and then articulating it in a cohesive communication and channel management plan. Join us and discover your airport’s allure, learn the elements of brand and examine how social media has created brand disconnect.
The audience will learn:
- Learn what brand identity and brand image are and how they differ
- Understand brand continuity and how disconnects affect passenger experience and satisfaction
- What is fused communications and how it affects passenger experience
- Learn to manage multiple communication channels in the age of social media
- The buying power has shifted to consumers, which has ushered in the need to engage directly
Tracy Ryks
President & CEO
RYX Engage
USA
Biography: Tracy is a consultant with over 30 years' marketing and business development experience, including five years' direct aviation experience. She provides advice on personal and organisational brand management, public engagement, passenger experience, fused communications, social media, influence marketing and business development. Tracy has developed a process to identify value traits and organisational DNA, and develop processes to communicate through public and community engagement. In addition, she has represented a number of airport executives in personal brand management, and promotes a collaborative revenue-driven airport-management style where the airport, community, stakeholders, businesses and elected officials are in partnership. Airport executives must now engage directly with community and business leaders, while recruiting community champions to promote the airport. She is also the founder of the Airport Spouse Association, which supports airport families through transition.
11:55hrs - 12:55hrs
Panel Discussion: Creating a level playing field: innovation in small business development
Kim Becker
President/CEO
San Diego County Regional Airport Authority
USA
Shannetta Griffin, P.E.
Chief Development Officer
Columbus Regional Airport Authority
USA
Joyce Sloss
Managing Partner
SCA Strategic Partnerships International
USA
Robert Silvas
President
Silvy Group
USA
David Cattle
Construction Executive
Turner Construction
USA
Panel Discussion: Creating a level playing field: innovation in small business development
Synopsis: Small businesses are the backbone of a regional economy. But they are often unable to compete for large airport development projects – not because they lack the skills or expertise, but because they often lack capital, certifications and knowledge of how to navigate complex bureaucracies. Solving this problem has required an innovative approach involving specialised training, education and other assistance to level the playing field. The results have yielded dividends for the local economy, small businesses and airports themselves. Learn from this panel of airport and business leaders how airports and small businesses can work together for mutual benefit.
The audience will learn:
- Creating bonding and financing programmes that help small businesses stay afloat even when prime contractors are slow to pay
- Getting certified: how to best help small businesses sort through the financial and bureaucratic mazes of certification
- Can partnering with a local construction company help educate a regional workforce and boost competitiveness? One word: Yes
- Veterans are a special group that deserves special considerations. How do we maximise their potential?
- Helping local shops and restaurants compete with experienced master concessionaires so that your airport truly reflects the local flavour
Kim Becker
President/CEO
San Diego County Regional Airport Authority
USA
Biography: Kim was appointed President/CEO of the San Diego County Regional Airport Authority on May 1, 2017. She has nearly 30 years' experience in the aviation industry. As President/CEO, she is responsible for management oversight of the Airport Authority and San Diego International Airport (SAN). This includes the Airport Authority’s annual operating budget and five-year capital budget. SAN generates about US$10bn annually in economic impact for the region. Kim served as Director of Aviation for Mineta San Jose International Airport from 2013-2017, and held increasingly responsible positions at that airport from 1995 onwards. Her career in aviation and airport management has also included operations and environmental positions at Lockheed Air Terminal in Burbank, California, and Teterboro Airport in New Jersey. Kim holds a Master’s degree in Business Administration/Aeronautics from Embry-Riddle Aeronautical University in Daytona Beach, Florida.
Shannetta Griffin, P.E.
Chief Development Officer
Columbus Regional Airport Authority
USA
Biography: Shannetta Griffin, P.E. is the Chief Development Officer of the Columbus Regional Airport Authority, which operates John Glenn International, Rickenbacker International and Bolton Field airports in Columbus, Ohio, USA. She oversees the Development division, which manages the planning, design and construction of all facilities at the three airports owned and operated by CRAA. She will lead the largest development the region has ever seen: the new passenger terminal and related development at John Glenn International. Although the terminal is the hallmark of the development programme, it is only one of many projects in the works, starting with the construction of a new rental car facility slated to open in 2020. Shannetta has more than 30 years' industry experience in planning, designing, constructing, managing budgets and coordinating with stakeholders on various airport projects including inline baggage systems, on-airport hotels, hangars, terminals, runways and much more.
Joyce Sloss
Managing Partner
SCA Strategic Partnerships International
USA
Biography: Joyce Sloss is the Managing Partner at SCA Strategic, a public/private strategic consulting firm that works with government agencies to stimulate economic development and create local jobs, and with corporations to win public contracts. The company’s industry expertise includes airports, construction, concessions, transportation authorities and municipalities, with services primarily focused on consulting, business inclusion, business development and workforce development. Joyce has more than 26 years' government and airport experience. As the Director of the Business and Job Resources Center at LAX, she ran the division as a central, one-stop resource and clearing house for contracts, jobs, international trade and student internships. She developed and implemented innovative new programmes that connect emerging businesses with contracts, community residents with jobs, and LAWA divisions to meet their strategic objectives. Joyce’s guiding principle is to work collaboratively with all to establish winning solutions to difficult and sometimes seemingly intractable issues.
Robert Silvas
President
Silvy Group
USA
Biography: Bob has over 25 years’ experience with San Diego International Airport and the Silvy Group. He began his career handling airline affairs before becoming Manager of Concession Development. In 2003 he was named Director of Small Business Development, where he was the architect for SAN’s award-winning inclusionary approach. His recognitions include ACI-NA’s inaugural Inclusionary Champion Award; the FAA’s DBE Advocate of the Year; AMAC’s Award of the Organization and the Airport Architecture, Engineering & Construction Award and numerous local awards. In addition, Bob was named Metro Mover by San Diego Metropolitan Magazine in 2012. Bob has twice chaired the ACI-NA Business Diversity Committee and is a former member of the Board of Directors for AMAC. He has spoken on the topic of inclusion at national conferences including ACI-NA, American Association of Airport Executives (AAAE), AMAC and Conference of Minority Transportation Officials (COMTO).
David Cattle
Construction Executive
Turner Construction
USA
Biography: David is a construction industry veteran of over 40 years, as General Contractor, Owners Representative, Developer and Design Manager. During that time he has completed projects in the aviation, hospitality, healthcare, offices, convention centre and theme park market sectors, acting as General Contractor, Design Manger and Owners Representative. His background includes working in the UK, Poland, Egypt, Iran, Pakistan, as well as in the USA. He has been with Turner Construction for the last 18 years, based in San Diego, USA. His aviation experience includes establishing the checked baggage facilities in all US airports in 2002, programme management at LAX, and design build terminals at San Diego, Los Angeles Midfield Concourse and LAX Terminal 4 connector. He is currently Turner's Project Director for the new design build FIS facility at San Diego International Airport.
14:30hrs - 15:00hrs
Airport retail's future is not what it used to be
Melvin Broekaart
Managing Director
Aircommerce
NETHERLANDS
Airport retail's future is not what it used to be
Synopsis: The future of airports is not what it used to be. Customer journeys and customer expectations of commercial environments are changing. Current generations of airport passengers are avid users of digital shopping tools. They are buying, comparing and sharing online. They expect real-life shopping areas to be digitally enhanced, entertaining and full of surprises. Airports need to adjust to these changes, rediscovering their true strengths and commercial advantages in a world where on- and offline retail are rapidly converging.
The audience will learn:
- Future of airport commerce
- New revenue streams
- The power and impact of airport experiences
- What every airport can do to become more future focused
- What passengers are looking for when spending their 'golden hour' at the airport
Melvin Broekaart
Managing Director
Aircommerce
NETHERLANDS
Biography: Melvin is Founder and Managing Director of Aircommerce, and a pioneer in the field of airport commerce, elevating the airport and customer experience. He is an evangelist for travel retail's uniqueness as the ultimate channel for creating memorable commercial experiences. His foresight into consumer trends and his travel retail experience – including Heineken International and as Philips' Head of Global Travel Retail – have led to unique partnerships combining retail sales with storytelling, brand marketing and the integration of technology. Melvin holds an MScBA degree in International Strategic Marketing and is an alumnus of Erasmus University/Rotterdam School of Management (RSM), and of FGV EAESP, São Paulo, Brazil.
15:00hrs - 15:30hrs
Customer experience excellence through data-driven loyalty
Graham Bradley
Loyalty Programme & Propositions Manager
Heathrow Airport
UK
Nikul Amin
Senior Manager, Consumer Engagement
Acxiom
UK
Customer experience excellence through data-driven loyalty
Synopsis: Passenger experience can be won or lost on two fronts: the physical journey through an airport and the digital journey. Heathrow, with its partner Acxiom, will demonstrate how it has transformed the use of data and technology to create a multi-channel communications programme as part of its Heathrow Rewards loyalty programme. By uniting around a single, connected view of the passenger, Heathrow delivers a digital experience aligned with the brand promise of ‘making every journey better’, resulting in a 13% uplift in incremental retail spend. The approach has been shortlisted by the UK Direct Marketing Association for Best CRM Programme 2017.
The audience will learn:
- Principles of people-based marketing and why resolving identities between offline and online audiences drives greater insight and value
- Why the application of data + science is fundamental to shaping loyalty programme propositions and passenger dialogue
- The framework and dependencies for building a connected passenger experience
- Why data is the new oil, and how it will shape the future of the physical and digital airport experience
Graham Bradley
Loyalty Programme & Propositions Manager
Heathrow Airport
UK
Biography: Graham plays a leading role in formulating strategies and actions to increase customer loyalty and value at Heathrow, the UK’s Hub Airport, including programme management of Heathrow Rewards, the world’s number one airport loyalty scheme. He is highly experienced in the field of customer experience and marketing, having previously held key positions with organisations excelling in these areas, including UK premium department store group, House of Fraser; and Australia-headquartered shopping mall operator, Westfield.
Nikul Amin
Senior Manager, Consumer Engagement
Acxiom
UK
Biography: With more than 12 years' digital strategy and planning experience, Nikul has helped companies transform themselves into supporter-centric businesses through aligning their strategy, technology, data and people. His approach has revolved around delivering commercial value in multiple industries, including charities, finance, media, travel and sports.
15:30hrs - 16:00hrs
Sense of place – enhance customer experience and increase non-aero revenue
Rakesh Ranjan Sahay
Airport Director, Bagdogra
Airports Authority of India
INDIA
Cancelled - The speaker sends their apologies
Sense of place – enhance customer experience and increase non-aero revenue
Synopsis: The presentation will discuss the experiment in progress for creating a sense of place at Bagdogra-Darjeeling Airport (IATA:IXB). It will cover various kiosks opened during the last three years and their effect on customer experience and increase in non-aero revenue.
The audience will learn:
- The Biswa Bangla experiment
- The F&B experiment with local cuisine
- Tea tasting and the response
Rakesh Ranjan Sahay
Airport Director, Bagdogra
Airports Authority of India
INDIA
Biography: Rakesh is currently posted at Bagdogra Airport, West Bengal as Airport Director responsible for planning, implementing and monitoring steps to improve the Customer Satisfaction Index, the 33 ACI-defined parameters. He is also responsible for non-traffic revenue at Bagdogra, coordinating with local government for issues affecting the airport. These are primarily land related and issues related to the police and legal compliance with all government regulations, ensuring day-to-day delivery of top-class services to all passengers at the airport. In his current position he is working on a plan to remove bottlenecks to enable the airport to provide much-improved services to customers. He is actively involved in projecting a need for a new terminal building at Bagdogra, the present one being 15 years old and handling more than two million passengers a year. His prior experience is as ATC for 20 years.
16:15hrs - 16:45hrs
It is time for airports to leverage the mobile revolution
It is time for airports to leverage the mobile revolution
Synopsis: Mobile commerce has proved to be essential for success in today's F&B and retail landscape. Mobile commerce is preferred by customers and drives increases in revenue and productivity. The airport concession industry has lagged behind the overall marketplace in developing efficient and effective mobile commerce for travellers. The reason for this lag is the nature of the industry, characterised by fragmentation and a peripatetic customer base. The solution is an aggregated platform with global coverage and a B2B distribution strategy leveraging the power of airline customer engagement, airport digital assets and other popular apps and sites.
The audience will learn:
- Digital commerce will drive non-aeronautical revenues higher
- Digital commerce will improve the passenger experience
- An aggregated platform is critical to customer engagement and transactions – we are all in this together
- A B2B distribution strategy is critical to customer reach
- An aggregated platform brings the power of big data to the industry
Mark Bergsrud
CEO
Grab
USA
Biography: Mark is the founder and CEO of Grab, the leading e-commerce platform for airport businesses. The Grab app provides mobile ordering at over 25 airports in the United States and Europe, with a very large pipeline of growth in 2018. Prior to founding Grab, Mark spent 20 years in the airline industry in a variety of roles at Northwest, Continental and United Airlines, eventually serving as the SVP of Marketing for both Continental and United Airlines. Mark has extensive experience in e-commerce, loyalty programmes, travel distribution, network planning and product development for the travel industry.
16:45hrs - 17:15hrs
Panel Discussion: Building an airport digital ecosystem – airports, airlines and suppliers working together to drive commercial performance and optimise the customer experience
Jeremy Corfield
Partner
CPI
AUSTRALIA
Kenneth Buchanan
Executive Vice President Revenue Management
Dallas Fort Worth International Airport
USA
Michiel Munneke
General Manager
M2Mobi
NETHERLANDS
Panel Discussion: Building an airport digital ecosystem – airports, airlines and suppliers working together to drive commercial performance and optimise the customer experience
Synopsis: What is the commercial case for developing digital services in aviation? With airports, airlines, brands, aggregators and others all aiming to communicate directly with travellers, how can different stakeholders work together to create shared value through the use of mobile technology in airports? And what’s the payoff? Our panellists will share their own experiences, highlighting how their strategies have impacted the way passengers use an airport, and how commercial revenues have benefitted as a result.
The audience will learn:
- The link between digital initiatives and commercial revenues
- Case studies of successful mobile innovations
- What hasn’t worked
- Different digital behaviours from different customer groups
- Data sharing between airport stakeholders
Jeremy Corfield
Partner
CPI
AUSTRALIA
Biography: Jeremy is a partner at CPI, the world’s leading airport commercial planning consultancy. His most recent projects in airports include commercial planning, retail strategy, digital and mobile strategy, advertising planning and design, as well as supporting airports with tender management and assessment. In the last couple of years Jeremy has worked on commercial planning projects at Vancouver, Denver, Manchester, Stansted, Keflavik, Auckland, Christchurch and Launceston Airports, among others. He is a Director of CPI’s Airport Commercial Development and Management course, held twice yearly in Sydney, Australia, and Cranfield University in the UK. He has written for a wide range of publications over many years, and this is the fifth year that he has moderated at PTC.
Kenneth Buchanan
Executive Vice President Revenue Management
Dallas Fort Worth International Airport
USA
Biography: Ken oversees DFW’s Customer Experience, Concessions, Marketing and Parking departments. He is responsible for directing new strategies related to ground transportation, parking revenues, parking operations and guest transportation. His professional career includes more than 20 years of industry experience in revenue management, sales, merchandising technology, sales planning and marketing. He has served as the Director of Strategic Initiatives and Sales Planning for Coors Inc, and has also held executive-level positions at Kmart Corp and Kroger Corp.
Michiel Munneke
General Manager
M2Mobi
NETHERLANDS
Biography: Michiel is passionate about improving the travel experience. He is one of those people always lost, too late or in the wrong place at the airport. He expects a better digital assistant on his travels and a better airport experience, and that’s what M2Mobi is building. He is a co-founder and General Manager of M2Mobi. Michiel holds a Master's degree in Business Information Systems from the University of Amsterdam and a Master's in Management Research from the Said Business School in Oxford.
Mark Bergsrud
CEO
Grab
USA
Biography: Mark is the founder and CEO of Grab, the leading e-commerce platform for airport businesses. The Grab app provides mobile ordering at over 25 airports in the United States and Europe, with a very large pipeline of growth in 2018. Prior to founding Grab, Mark spent 20 years in the airline industry in a variety of roles at Northwest, Continental and United Airlines, eventually serving as the SVP of Marketing for both Continental and United Airlines. Mark has extensive experience in e-commerce, loyalty programmes, travel distribution, network planning and product development for the travel industry.