aaae.org/app AAAE/ACI-NA AIRPORT CUSTOMER EXPERIENCE SYMPOSIUM CONFERENCE PROGRAM FEBRUARY 27-MARCH 1, 2017 PHOENIX, ARIZONA

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1 aaae.org/app AAAE/ACI-NA AIRPORT CUSTOMER EXPERIENCE SYMPOSIUM CONFERENCE PROGRAM FEBRUARY 27-MARCH 1, 2017 PHOENIX, ARIZONA

2 AAAE/ACI-NA AIRPORT CUSTOMER EXPERIENCE SYMPOSIUM FEBRUARY 27-MARCH 1, 2017 PHOENIX, ARIZONA MONDAY, FEBRUARY 27 9 a.m. 1 p.m. ACI-NA Marketing and Communications Steering Group Meeting Palo Verde 4 5 p.m. ACI-NA Customer Service Working Group Meeting Palo Verde 6 7:30 p.m. Welcome Reception Trellis Garden Lanyards sponsored by: Badges sponsored by: TUESDAY, FEBRUARY a.m. Registration and Continental Breakfast 9 9:15 a.m. Welcome Remarks Gwen Basaria, Vice President of Member Delight & Engagement, AAAE Scott Elmore, Vice President of Communications & Marketing, ACI-NA Brad Martin, Deputy Director, Aviation Customer Service, Massachusetts Port Karen Ellis, Chief Customer Experience Officer, San Antonio International Airport Misty Cisneros-Contreras, Customer Service Manager, Phoenix Sky Harbor International Airport 9:15 10 a.m. Speaker: 10 10:45 a.m. 10:45 11 a.m. Opening Session: Non-Aviation Industry Motivational Keynote Robert Schaffer, Vice President of Regional strategy & General Manager, USAA USAA s consistently high customer satisfaction ratings stem from the organization s legendary service and simple tools that help customers navigate the complexities and frustrations of insurance, retirement and personal banking. During this outside-the-box opening keynote, hear how this top financial services provider for America s military families surprises and delights its customers through attention to detail, quick turnaround and a willingness to serve. Innovation and Technology The rapid advancement of technology results in new, efficient and exciting ways to deliver customer service in our airports. This session will explore new trends in wayfinding from a digital perspective and innovative ways to use technology to promote the personal/technology touch in customer service. Irv Tosk, Senior Properties Manager, Mineta San José International Airport Colleen Hamilton, Principal, Art of Context Staci Saker, Customer Service/Project Manager Technology Services, Detroit Metropolitan Airport Brad Martin, Deputy Director, Aviation Customer Service, Massachusetts Port Networking Break 2 AAAE/ACI-NA Airport Customer Experience Symposium

3 11 11:45 a.m. What s New in Ambassador Initiatives Establishing and managing airport ambassador programs are not easy tasks. In this session, our panelists will give insight on the advantages and disadvantages of paid and volunteer programs. Learn how to reward the good and overcome obstacles. Learn how ambassador programs have become more diverse and expanded into more than an informational tool - now involving extra care to guests, emergency response, event planning, advisory committees, and much more. Learn how our Ambassadors can make lasting impressions as Directors of First Impressions. Heidi Huebner, PUP Program Director, Los Angeles International Airport Debra Bouier, Manager of Airport Customer Service, Orlando International Airport Jeff Coward, Ambassador Program Manager, Dallas/Fort Worth International Airport Gail Gaddi, LAX Guest Services Division - Volunteer Program Director, Los Angeles International Airport 11:45 a.m. 12 p.m. Remembering Dave Jeffrey 12 1 p.m. 1 1:30 p.m. Networking Lunch/ Shop Till You Drop The Shop Till You Drop event is a conference tradition where attendees bring airport trinkets for others to enjoy. Prima/Pueblo Hot Topics: Customer Service Karen Ellis, Chief Customer Experience Officer, San Antonio International Airport 1:30 1:45 p.m. Speaker: 1:45 2:45 p.m. Moderators: 2:45 3:15 p.m. ACI-NA Guest Experience Management and Passenger Amenities Survey Results Scott Elmore, Vice President of Communications and Marketing, ACI-NA Customer Satisfaction Surveyors Panel This informative session will provide an overview sampling of different customer survey tools and methodologies available to airports in the marketplace. There are different approaches to data collection, analysis and outputs that airport customer experience teams should be knowledgeable about as they determine the who, what, when, where & how of surveying and measuring their customers experiences and satisfaction with their airport facilities. Michael Taylor, Director, Airport Study, J.D. Power Scott Ludwigsen, Executive Vice President, Travel Research Group, Phoenix Marketing International Dimitri Coll, Head, Airport Service Quality (ASQ), ACI World Mark Mulchaey, Manager, Customer Service & General, Aviation Business Development, Columbus Regional Airport Patty Thompson, Director of Talent & Learning Development, Customer Service Experts Afternoon Break art of c ntext February 27-March 1, 2017 Phoenix, Arizona 3

4 AAAE/ACI-NA AIRPORT CUSTOMER EXPERIENCE SYMPOSIUM FEBRUARY 27-MARCH 1, 2017 PHOENIX, ARIZONA 3:15 4:15 p.m. Moderators: 4:15 5 p.m. Customer Satisfaction Airports Panel This engaging session will provide a sampling of airport perspectives about how they actually use customer satisfaction data to improve the customer experience. From different approaches to data collection & tools, to how they analyze, process, and ultimately use that data to effect positive change on the customer experience at their respective airports, this facilitated panel discussion will be full of great insight & ideas for anyone involved with customer experience. Jim Peterson, C.M.,Operations Manager, Customer Experience, Seattle-Tacoma International Airport Maggi Villane, Manager, Customer Care Programs and Partner Relations, The Port of New York and New Jersey Mark Mulchaey, Manager, Customer Service & General Aviation Business Development, Columbus Regional Airport Patty Thompson, Director, Talent & Learning Development, Customer Service Experts Improving Airport Ambiance This session will focus on ambience and how it relates to passenger satisfaction, as well as, how passenger satisfaction influences increased nonaeronautical revenue. Jonathan Hanna, Airside Safety Supervisor, Airside Operations and Public Safety, Lynden Pindling International Airport Debbie Stahl, Director of Passenger Experience, Calgary Airport Sevda Fevzi, Manager, ASQ Strategic Marketing, ACI World Caroline Schneider, Director, Airport Initiatives and Volunteer Services, Houston Airport System 6 7:15 p.m. Networking Event Litchfield Lawn WEDNESDAY, MARCH 1 The picturesque historic Wigwam Resort is the perfect setting for the ACI-NA/AAAE Customer Experience Networking Reception! Join us for a night of networking while enjoying Arizona inspired beverages, hors d oeuvres and live music 8 9 a.m. Registration and Continental Breakfast 9 9:45 a.m. Speaker: International Airports Panel As much as each airport is unique, they also share common challenges when it comes to customer experience management and the pursuit of enhanced customer satisfaction and increased non-aeronautical revenues. Meet and listen to this panel representing successful and well-rated airports located outside North America and hear how they see their world especially when it comes to assuring safe, secure, efficient, innovative, and delightful airport customer experiences each day and every day! Arturo Garcia-Alonso, Senior Expert, Terminal Operations and Passenger Experience, Munich Airport Joanne Paternoster, CEO, Butterfly Consulting 4 AAAE/ACI-NA Airport Customer Experience Symposium

5 9:45 10:15 a.m. Speaker: 10:15 10:30 a.m. Volunteer-Related Morning Keynote Kurt Kroemer, Regional C.E.O. Arizona, New Mexico, El Paso Region, Red Cros When it comes to disaster recovery, the American Red Cross stands above as a nimble, fast moving organization. The magic of a Red Cross response is found in a vast network of volunteers who are committed to helping communities recover and rebuild. During this keynote, you will learn about volunteer program management best practices in the most difficult of circumstances. Morning Networking Break 11:15 a.m. 12 p.m. Airports and their Communities: Partnering with CVBs, Transit and More Given airports serve a vital role in a region s transportation and commercial network, it s important that airports are able to develop and strengthen their relationships with the region s transit and CVB agencies. In this panel, some best practices will be shared, as well as some of the challenges that airports face in deepening these relationships. There will be significant opportunities for program attendees to share their experiences and practices as well, so that the opportunity to gain valuable insights extends beyond the panelists themselves. Rose Horcher, Vice President, Client Services, Choose Chicago Jeff Coward, Ambassador Program Manager, Dallas/Fort Worth International Airport Brian Shapiro, President, Shapiro Communications Gretchen Meyer, Director of Customer Service, Chicago Department of Aviation 10:30 11:15 a.m. Collaboration and Facilitation: The Airport/Government Agency Partnership While an integral part of the travel experience, passenger facilitation presents airport operators with immense challenges that exist beyond their control. This session will explore problem-solving tactics for current and emerging passenger experience issues. Through discussion, attendees will take away new ideas for greater collaboration between airports and their government partners. Colm Marmion, Customer Relations Coordinator, San Diego County Regional Airport Moderators: 12 1 p.m. 1 1:30 p.m. Lunch Sachem Terrace Hot Topics Volunteer Programs Kim Davis, Customer Service Manager, Greenville Spartanburg Airport District February 27-March 1, 2017 Phoenix, Arizona 5

6 AAAE/ACI-NA AIRPORT CUSTOMER EXPERIENCE SYMPOSIUM FEBRUARY 27-MARCH 1, 2017 PHOENIX, ARIZONA 1:30 2:15 p.m. 2:15 2:30 p.m. 2:30 3:30 p.m. Airports with a Heart Vulnerable and at risk passengers can pose a challenge to the Customer Service world. Learn how airports are stepping up to best serve passengers with special needs. Tom Ecklund, Engineering & Facilities Director, Gerald R. Ford International Airport Gretchen Meyer, Director of Customer Service, Chicago Department of Aviation Jeff Martinelli, Vice President, Customer Relations, Allegheny County Airport Afternoon Networking Break Providing Customer Care in Moments of Panic From natural disasters to unplanned evacuations and events how best to serve our passengers in these situations and prepare ourselves is always on our mind. This session will explore real life incidents, action that was taken, lessons learned to help you and your team prepare and respond to your guests and ensure a positive outcome in a difficult situation. Heather Lissner, Public Information Manager, Phoenix Sky Harbor International Airport Kari Dean, Director of Communications, Customer Service, Marketing and Air Service Development, Regina International Airport Fran Wood, Customer Service Manager, Wayne County Airport 3:30 4:30 p.m. THURSDAY, MARCH 2 Best Practices in Customer Care During Construction An airport s reputation is only as good as the customer service it provides. Good or bad, experiences are shared in real time through Social Media and other platforms. How does your airport create an engaging, efficient and welcoming environment when your airport is under construction? This session will explore best practices airports are using to enhance the customer experience while navigating through a challenging and sometimes stressful airport environment. Carolyn Fennell, Senior Director of Public Affairs, Greater Orlando Aviation Misty Cisneros-Contreras, Customer Service Manager, Phoenix Sky Harbor International Airport Lysa Scully, General Manager, LaGuardia Airport Wendi Orlando, ADA Coordinator, Cincinnati/Northern Kentucky Int l Airport 9 11 a.m. PHX Navigator Airport Tour This in-depth tour of Phoenix Sky Harbor International Airport will cover each component of customer service: the PHX Navigator Volunteer Program, Guest Services Program, Airport Museum and how they fit together. 6 AAAE/ACI-NA Airport Customer Experience Symposium

7 SPONSOR AND EXHIBITOR DIRECTORY ADVANCED ROBOT SOLUTIONS Paul McManus CEO 60 Watson Blvd. Stratford, CT robotaisolutions.com Be on the forefront with AIRPORT Robots, soon to have AI, that dramatically enhance your customer s experience. AIRPORT Robots greet, guide, serve and entertain passengers. ADOBE Graham Richards Director, Strategic Network Development 5204 Tennyson Parkway, Suite 500 Plano, TX Phone: graham.richards@airportloungedev.com Airport Lounge Development is the U.S. leader in shared-use lounge design, construction, operation, and marketing. We operate 10 lounges in the U.S, and 1 at London Heathrow Terminal 5. ALD s is known for delivering a turnkey lounge solution tailored to the airport s needs and supported by an established customer foundation. ART OF CONTEXT Colleen Hamilton Principal 265 Franklin Street, Suite 1702 Boston, MA 2110 (617) x 1002 chamilton@artofcontext.com The Art of Context team focuses on optimizing the passenger experience and the airport administrator experience on digital platforms, including: mobile, web, and digital signage. BOINGO WIRELESS Danielle Aiello Director, Account Management Wilshire Blvd, 23rd Floor Los Angeles, CA (917) daiello@boingo.com Boingo Wireless (NASDAQ: WIFI) is a leading DAS and Wi-Fi provider that serves airports and other high-traffic venues worldwide. The company is a seven-time Global Traveler award winner for Best Wi-Fi service. CSE, INC. Lisa D Andrea President & CEO 2901 Riva Trace Parkway, Suite 100 Annapolis, MD Phone: , Ext. 12 lise@customerserviceexperts.com Customer Service Experts is the premier customer service consulting firm in the airport industry, advising clients on optimizing customer experiences via mystery shopping, training, consulting, reward and recognition and service standards creation. Based in Annapolis, Maryland CSE has provided solutions for clients in more than 100 airports nationwide since J.D. POWER Michael Taylor Director - Airport Practice 33 Hidden Brook Drive Stamford, CT (203) michael.taylor@jdpa.com J. D. Power was started in 1968, quite literally on a kitchen table. The original vision of J. D. Dave Power was to provide businesses with independently funded, unbiased, industry-wide customer satisfaction and experience studies. Since that time, J. D. Power has expanded to numerous industries, including all aspects of the travel industry. MAMAVA, LLC Sam Hart 47 Maple Street, Suite 103 Burlington, VT (850) SamH@mamava.com Mamava is a category creator and leading expert in lactation spaces, integrating the biological, physical, and emotional needs of nursing moms into both the Mamava lactation suites and the Mamava mobile app. Mamava s freestanding, mobile lactation suites accommodate working and traveling nursing moms in over 150 locations across the country, providing them with a comfortable and dignified space to pump or feed privately. PARABIT SYSTEMS Rob Leiponis President 35 Debevoise Avenue Roosevelt NY (516) sales@parabit.com Parabit Systems is a leading aviation industry partner specializing in self-service and security solutions, with deployments that empower consumers and transform customer experiences around the globe. February 27-March 1, 2017 Phoenix, Arizona 7

8 SPONSOR AND EXHIBITOR DIRECTORY PHOENIX SKY HARBOR INTERNATIONAL AIRPORT Misty Cisneros-Contreras Customer Service Manager 2485 East Buckeye Road Phoenix, Arizona Phoenix Sky Harbor International Airport, America s Friendliest Airport, has an annual economic impact of nearly $29 billion. Every day approximately 1,200 aircraft and more than 120,000 passengers arrive and depart at Sky Harbor. Sixteen airlines provide nonstop service to more than 80 domestic destinations and 20 international destinations. SHAPIRO COMMUNICATIONS Brian Shapiro President 245 S. 16th Street Philadelphia, PA Phone: bshapiro@shapirocommunications.com Shapiro Communications, an organizational communication training and professional development company, offers highly effective customer and employee experience programs to the airport, hospitality, and tourism industries. Phoenix Sky Harbor Airport THANK YOU FOR PARTICIPATING!