Leveraging Digital Solutions To Deliver A Personalised Customer Experience

As price becomes only one of the decisive factors for customers when choosing an airline, airlines must look to differentiate their product and deliver a smooth passenger experience end to end. How are LCCs using technology and working with other players in the travel ecosystem to deliver on these expectations?

• What are the challenges of personalisation?
• How do you convert real time insights into an opportunity to personalise the traveller experience?
• How much data should be shared with ecosystem partners to aid the personalisation experience?
• Can LCCs really differentiate? What on board services and ancillaries do they offer to delight customers and avoid commoditisation?
• How are LCCs (and airports) helping to facilitate the smooth transfer of self connecting passengers on-airport?

Moderator: Airline Passenger Experience Association (APEX), CEO, Joe Leader
Panel:

• Air Black Box, Group Head of Product, Timothy O'Neil-Dunne
• Amazon Web Services, Managing Director, Nick Walton
• HK Express, Commercial Director, Jonathan Hutt
• Uriel Aviation Holdings, Vice Chairman, Andrew Cowen