Customer Experience Summit
ICE Congress Centre
Day 0 - Tuesday 13 September
18:00-20:00
Welcome Cocktail
ICE Congress Centre - Level 2
Sponsored by
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Customer Experience Summit
ICE Congress Centre
Day 1 - Wednesday 14 September
08:30-09:15
Opening Plenary / Welcome Address
- Luis Felipe de Oliveira, Director General, ACI World
- Radosław Włoszek, President of the Board of Kraków Airport
- Andrzej Adamczyk, Minister of Infrastucture
- Marcin Horała, Secretary of State, Ministry of Development Funds and Regional Policy
- Grzegorz Puda, Minister of Development Funds and Regional Policy
09:15-09:55
Opening Keynote: The Offer You Can't Refuse
Sponsored by 
Expert in the future of customer centricity - The combination between customer-centric thinking, the latest technologies and the human touch is the guiding principle in Steven’s stories.
09:55-10:50
Business as usual is not good enough...
We are in a perfect storm of changes. How to discover new opportunities in on of the most transformational times in human history? Disruption has become the new normal. What is your response to this?
- (Moderator) Christopher Birch, Director Guest Experience, San Francisco International Airport
- Helen Elsby, Chief Solutions Officer, London Heathrow Airport
- Aimen Al Hosni, CEO, Oman Airports
- Jost Lammers, CEO, Munich Airport
- Johanne Gallant, President and CEO, Fredericton International Airport
- Sharon McCloskey, Vice President Customer Experience, Dallas/Fort Worth Airport
10:50-11:20
Networking break & Press Conference
11:20-12:10
Customer Experience Loyalty
How are airports engaged with their customers to build an experience loyalty
- (Moderator) Steven van Belleghem
- Candice D'Cruz, Vice President & Continent Brand Leader - Luxury, Marriott International, Europe, Middle East & Africa
- Marc E. Ellis, CEO of GlidePathCX
- Kathy Haley, Customer Experience Officer, PANYNJ
- Pawel Galiak, Director of Aviation & Commercial Services, Kraków Airport
- Okan Kufeci, Senior Vice President for Europe, Middle East and Africa, Plaza Premium Group
12:10-12:40
How IT is contributing to driving changes in customer experience?
The pandemic has significantly impacted the aviation industry, but it has also encouraged long-term strategic thinking across the sector: there is a desire to question, to do things differently and to transform. If there was ever a time to focus on re-evaluating CX, that time is now. Against this backdrop, how is technology contributing to driving changes and reshaping the airport journey?
- Elena Avila, Executive Vice President, Airport IT & Airline, Amadeus
- Brede Nielsen, SVP Business development and innovation, Technology, at Avinor Group AS
12:40-14:05
Networking lunch
Sponsored by
14:05-15:05
The two sides of airport experience
Impacts of employee experience on customer experiences, workforce challenges, recruitment, training, retaining a workforce in this complex ecosystem.
- (Moderator) Dimitri Coll, Vice President, Airport Customer Experience, ACI World
- Ivan Bassato, Chief Aviation Officer, Aeroporti Di Roma
- Kadri Samsunlu, CEO, IGA Istanbul Airport
- Fahad Alharbi, CEO, Dammam Airport
15:05-15:45
Networking break
15:45-15:50
Launch: Airport Accessibility Advancement Accreditation
15:50-16:50
Accessible & inclusive airport experience
While national regulations set minimum requirements, learn how airports go above and beyond to ensure an exceptional customer experience for everyone. Statistics – Did you know 15-20% of the population has a disability? Airports need to be ready for the increased numbers of elderly passengers with reduced mobility and travelers with nonvisible or hidden disabilities travelling at their facilities.
- (Moderator) John Sage, Accessible Travel Solutions
- Pim Godefroy, Director, PassePartout Training
- Eric Lipp, Open Doors Organization
- Steve Mayers, Airport Director, Customer Experience, Hartsfield-Jackson Atlanta International Airport
- Abdulkadir Demirtas, Customer Experience and Service Design Manager, IGA Istanbul Airport
16:50-17:00
Day 1 Closing remarks
- Dimitri Coll, Vice President, Airport Customer Experience, ACI World
18:00-22:00
Cocktail Reception & Dinner
Sponsored by:
18:30-21:30
ASQ Awards Ceremony
Awards Sponsored by:
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ACI Customer Excellence Global Summit
Day 2 - Thursday 15 September
09:00-09:50
The Sustainable airport experience & passenger expectations
Lessons learned from the pandemic and for the greater sustainability in the future, environmental footprint, social aspects and how this may affect individual travel purchases.
- (Moderator) Paul Clark, Vice President InterVISTAS Consulting Inc
- Alex Gitari, Managing Director, Kenya Airport Authority
- Ira Fernández Lázaro, Head of Strategic Planning, Düsseldorf Airport
- Karine Duclos, Marketing Director, Aeroport Roland Garros Ile La Reunion
- Alberto Smith, Director of Operations Landside & Cargo, Punta Cana International Airport
09:50-10:45
Airport Customer Experience Accreditation
Why should you bother about the Airport Customer Experience Accreditation? Lessons learned from airports involved in CX accreditation levels 3,4 and 5.
Fireside Chat:
- Luis Felipe de Oliveira, Director General, ACI World
- Kyung Wook Kim, Chief Executive Officer & President, Incheon International Airport Corporation
Panel:
- (Moderator) Antoine Rostworowski, Senior Vice President, Progreammes & Commercial Services, ACI World
- Ramón Miró, President and Chief Executive Officer, Quito International Airport
- Askin Demir, Chief Executive Officer, Blaise Diagne International Airport
- Chad Newton, Chief Executive Officer, Wayne County Airport Authority
10:45-11:25
Networking break
11:25-12:05
Revenue Generation
How can airports maximize their commercial revenues post pandemic, focus on e-commerce, omnichannel, how digital and physical purchases are managed as passengers' needs for commerce and experience continue to change
- (Moderator) Sujata Kumar Suri, Vice President, Strategy and Development, Hamad International Airport
- Jerome Lepage, Marketing & Business Development Director, Transport Division, JCDecaux
- Ibrahim Ibrahim, Managing Director, Portland Design
- Khaled M. Alhamash, Executive Vice President, Matarat Holdings
- Adam Kressler, Vice President of Customer Experience, Cincinnati Northern Kentucky International Airport
12:05-13:05
The future of customer experience
What does the future look like with new trends in customer experience
- (Moderator) Maurice Jenkins, Digital Strategy and Innovation Advisor, Miami International Airport
- Janis Balkens, CEO New & Emerging Markets, Dnata
- Robin Kanthareuben, Senior Specialist Solutions Architect, Travel & Hospitality, EMEA at Amazon Web services
- Dan Johnson, Vice President Digital Identity, C&IS Mastercard
- Angela Tanzi, Producer - Cities division, Moment Factory
13:05-13:15
Closing Remarks and handover ceremony for the 2023 Summit
- Antoine Rostworowski, Senior Vice President, Progreammes & Commercial Services, ACI World
13:15-14:30
Networking lunch
14:30
Krakow Airport Tour
See what is happening at the terminal "behind the scenes", the participants of the airport tour will put themselves in the shoes of Kraków Airport's employees. During the tour, delegates will have opportunity to learn about the facilities and our activities aimed at improving the experience of passengers.
Kraków Airport’s uninterrupted participation in ACI Airport Service Quality (ASQ) programme since 2007, ASQ award in the Best Airport by Size and Region category awarded in 2020 and obtaining the ACI Airport Customer Experience accreditation in 2020 and 2021, is a great opportunity for us to share with you our approach to customer experience as well as the ideas of new amenities we implemented for our passengers.
Security Clearance will be required, participants must present identity documents and may include passport
Please join us at the airport at 15:00 at the Welcome Center at Krakow Airport. No transport is provided.