Richard Clarke

Richard is the chief creative officer for the Greater Orlando Aviation Authority, overseeing customer experience, IT and innovation. A former Fortune 50 executive with over US$4bn in P&L responsibility, he has led strategy, operations and customer experience at The Home Depot and Lowe’s. Richard co-founded the digital marketing firm Frac.tl and has held leadership roles in Silicon Valley startups. He holds an MBA from Cornell.

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The digital journey: an extension of human needs

At Orlando International Airport, digital tools such as apps, kiosks and information screens help to personalize the travel experience, offering real-time updates on flights, services and other key information for travelers through a multi-digital channel strategy. This technology enhances efficiency and enriches the emotional aspects of travel, allowing passengers to focus on meaningful moments, like reuniting with loved ones or preparing for a business trip, while preserving the human element. During this technological and creative session, we will discuss the importance of technology as an extension of our human capabilities rather than replacing the human factor in the journey.

The audience will learn:

• How AI enhances human abilities, acting as a bridge rather than replacing personal human experience
• How airports have to serve as gateways, leveraging technology to enhance the traveler’s emotional journey
• Orlando's quest for personalization through apps and digital tools improves airport experiences and efficiency
• Why technology in travel should support meaningful moments while preserving the human element