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The economy of the next fifty years will be run by the customer experience

The travel landscape has changed dramatically in the past five months, with more changes on the way. One major change is the passenger's fear and need for some kind of normalcy – which is why, from a customer service perspective, empathy has never been more important.

As passenger numbers start to ramp up, and airlines battle with a deficit of epic proportions, it's important to remember that it doesn't take much to improve the customer experience – now more than ever before. A simple pair of kind eyes (since we can't smile through our masks) can go a long way towards starting to bring both passengers and revenue back to pre COVID levels.

What does this mean for airlines and other travel businesses? It means that it's time to start focusing on the customer experience. Without that, no amount of advertising, marketing, or SEO will save you. Insights from best-selling author and entrepreneur Peter Shankman will include:

• The five rules of the customer economy.
• Why “nice” matters.
• How to stay "top-of-mind" in every customer's brain, from before they plan their trip until long after the return home.

Peter will be joined by experts in key passenger experience segments to discuss the way forward.

Blake Emery, President, Emery & Associates (Moderator)
Peter Shankman, Futurist, Epic Marketing Consultants
Melissa Raudebaugh, General Manager – Inflight Service Fleet & Galley Planning, Delta Air Lines
Scott Savian, Co-Founder, AMP (Applied Mobility Partners)
Recorded Sep 9 2020 66 mins
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Peter Shankman, Melissa Raudebaugh, Blake Emery, Scott Savian
Presentation preview: The economy of the next fifty years will be run by the customer experience

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  • The outlook for aircraft interiors – looking to 2021 Recorded: Oct 7 2020 65 mins
    Andrew Doyle, Rob Morris, Grant West, Sebastian Petry, Gary Weissel
    Airlines are slowly returning to flying, but they and their interiors supply chain partners continue to tackle unprecedented challenges as governments around the world impose and adjust restrictions on travel and social interactions to combat coronavirus. In the face of much uncertainty and dynamically changing operations, what is the outlook for interiors specification programmes and reconfiguration projects?

    This session will cover the latest future fleet scenario from Cirium, the outlook for line-fit and retrofit of major interiors components from Tronos Aviation Consulting as well as trends in interior retrofits and line-fit products, plus insights from experts in key market segments. This session will set the scene for business into 2021.

    Andrew Doyle, Director Market Development, Cirium (Moderator)
    Rob Morris, Global Head of Consultancy, Ascend by Cirium
    Grant West, Vice President, Business Development Interior Products, Collins Aerospace
    Sebastian Petry, Director, Innovations, Panasonic Avionics Corporation
    Gary Weissel, Managing Officer, Tronos Aviation Consulting
  • Sustainable onboard solutions – How they can support the recovery Recorded: Sep 30 2020 66 mins
    Linda Celestino, Juliane Trummer, Anne de Hauw, Jo Rowan, Andrew Wilson
    As airlines return to flying after Covid-19 lockdowns around the world, how will a sustainable approach to cabin services drive revenues and reduce costs by delivering greater efficiencies? This session will explore initiatives to accelerate airline transition into a more eco-friendly experiences that will reassure passengers and support business recovery, including:
    • Rethinking the onboard service business model and the solutions that will deliver for airlines and their passengers.
    • Minimising waste on board to save on space and costs.
    • Thinking differently and fostering a collaborative approach among all stakeholders.

    Juliane Trummer, Vice President Strategy and Design, Mormedi (Moderator)
    Linda Celestino, Vice President Guest Service Delivery, Etihad Airways
    Anne de Hauw, Founder, IN Air Travel Experience
    Jo Rowan, Associate Director, Strategy, PriestmanGoode
    Andrew Wilson, Executive Director, International Aviation Waste Management Association
  • Direction of Travel: Flying more sustainably Recorded: Sep 23 2020 65 mins
    Denise Delaney, Gregoire James, Zuzana Hrnkova, Martin Darbyshire
    Consumers and leaders in many sectors of business and public life are looking to the recovery from coronavirus as an opportunity for a green re-set and to institute changes in behaviour, products and services that are more sustainable.

    Denise Delaney, who leads sustainability strategy for think tank SustainAbility, will share insights on how other industries are addressing their own contributions to global warming and integrating sustainability into their post-Covid business strategy and opportunities for a “green” reset for travel.

    Her aim is to inspire the passenger experience sector to influence change and better engage with their passengers on this topic. This session will also be an opportunity to learn about the critical sustainability trends and understand how future flyers will view the challenges for air travel.

    Denise will be joined by experts from across the air travel community to discuss the way forward.

    Martin Darbyshire, Chief Executive Officer, tangerine (Moderator)
    Denise Delaney, Senior Director, SustainAbility, an ERM group company
    Gregoire James, Founder, GeneraCycle
    Zuzana Hrnkova, Vice President Marketing, ATR
  • Driving new revenue streams from a customer-centric journey Recorded: Sep 16 2020 68 mins
    Michael Raasch, Henry Coles, George Gottl, Olivia Trenczek
    As passengers start feeling more reassured about over their travel and flight experience, how will meeting their specific needs actually revolutionise the retail opportunities for airlines and their travel partners AND support business recovery? What insights can be drawn from current solutions in response to Covid-19 and what will be the future for ancillary revenue and services? Issues to be considered will include:
    • The role of technology and contactless experiences
    • New delivery mechanisms
    • Opportunities to innovate, such as buy before you board and buy on arrival

    Seth Miller, Editor, PaxEx.Aero (Moderator)
    Michael Raasch, Head of Airline Solutions, AOE
    Henry Coles, Head, Airline Distribution Standards, International Air Transport Association
    George Gottl, Chief Creative Officer, UXUS
    Olivia Trenczek, Head of Global Business Development, Retail inMotion
  • The economy of the next fifty years will be run by the customer experience Recorded: Sep 9 2020 66 mins
    Peter Shankman, Melissa Raudebaugh, Blake Emery, Scott Savian
    The travel landscape has changed dramatically in the past five months, with more changes on the way. One major change is the passenger's fear and need for some kind of normalcy – which is why, from a customer service perspective, empathy has never been more important.

    As passenger numbers start to ramp up, and airlines battle with a deficit of epic proportions, it's important to remember that it doesn't take much to improve the customer experience – now more than ever before. A simple pair of kind eyes (since we can't smile through our masks) can go a long way towards starting to bring both passengers and revenue back to pre COVID levels.

    What does this mean for airlines and other travel businesses? It means that it's time to start focusing on the customer experience. Without that, no amount of advertising, marketing, or SEO will save you. Insights from best-selling author and entrepreneur Peter Shankman will include:

    • The five rules of the customer economy.
    • Why “nice” matters.
    • How to stay "top-of-mind" in every customer's brain, from before they plan their trip until long after the return home.

    Peter will be joined by experts in key passenger experience segments to discuss the way forward.

    Blake Emery, President, Emery & Associates (Moderator)
    Peter Shankman, Futurist, Epic Marketing Consultants
    Melissa Raudebaugh, General Manager – Inflight Service Fleet & Galley Planning, Delta Air Lines
    Scott Savian, Co-Founder, AMP (Applied Mobility Partners)
  • Flying for All – What next for the accessible cabin? Recorded: Sep 2 2020 61 mins
    Christopher Wood, Geraldine Lundy, Hans-Gerhard Giesa, Matthew Coder, Gina Emrich, Hank Scott
    Initiatives to ensure that flying becomes more accessible for all passengers, including those travellers with mobility issues, as well as people with other disabilities such as visual and hearing impairments, were increasingly in the spotlight over the past 18 months. How have they been impacted by the pandemic?

    As airlines and suppliers respond to the requirements of governments and regulators post coronavirus – and gain a better understanding of passenger demand and demographics – what will be the impact on accessibility initiative in cabin products and onboard services? And what will shape the next round of accessibility innovations? Key issues will include:

    • What cabin solutions will be needed to ensure we reassure all passengers, including those with accessibility need, that they can fly safely, in comfort and with dignity?
    • How will the trend towards touchless experiences support the accessibility needs of travellers?
    • As onboard services and amenities evolve post Covid-19, how should we be rethinking single-aisle cabins to ensure passenger wellbeing and passengers with restricted mobility (PRM) inclusiveness?
    • What next for accessible seating and wheelchair access on board?
    • What are the impacts of government interventions and what is the outlook for future regulation?

    Christopher Wood, Founder, Flying Disabled (Moderator)
    Geraldine Lundy, Director, Accessible Travel Consultancy
    Hans-Gerhard Giesa, Senior Expert Human Factors Cabin & Cargo, Airbus
    Matthew Coder, Inflight Experience Program Manager Alaska Airlines
    Gina Emrich, Consultant, Open Doors Organization
    Hank Scott, Chief Executive Officer, Molon Labe Seating
  • Rebuilding onboard confidence Recorded: Aug 26 2020 70 mins
    Linda Celestino, David Young, Federico Heitz, Keith Yates
    Join this PEC Virtual Series Taste of Travel webinar brought to you in association with the Onboard Hospitality and sponsored by Newrest, for a session focused on how the inflight sector can help rebuild passenger confidence and tap the growing demand for overt wellbeing measures in the air.

    Join experts in cabin hygiene as we'll spotlight pioneering wellness programmes and new hygiene and comfort solutions. The panel will also address head on the challenges of PPE as Single Use Plastics regulations tighten and the need for closed-loop solutions increases.

    Speakers include:
    - David Young, Executive Manager – Sustainability and Future Planet, Qantas Airways
    - Linda Celestino, Vice President Guest Service and Delivery, Etihad Airways
    - Federico Heitz, CEO, Kaelis
    - Keith Yates, Director, Yates and Partners
  • The Future of Inflight Catering Recorded: Aug 19 2020 58 mins
    Sarah Klatt-Walsh, Genevieve Rosario, Stefan Patermann, Marc Warde
    Join this PEC Virtual Series Taste of Travel webinar brought to you in association with Onboard Hospitality. Join experts in the inflight catering field for an engaging webinar on the positive solutions emerging for the ‘new normal’ for onboard F&B. The session will include a deep dive into the post-COVID challenges, and a panel debate covering the current vogue for boxed concept. We will also look at how pre-ordering technology, supply chain change and travel retail can provide solutions airlines need now without compromising on established sustainability priorities.

    Speakers include:
    - Sarah Klatt-Walsh, Independent Consultant
    - Genevieve Rosario, Senior Manager, Product Development & Service Design, Qatar Airways
    - Stefan Patermann, Chief Executive Officer, Retail inMotion
    - Marc Warde, Director, Libero Meals
  • Returning to air travel: How data and tech can help meet the needs of passengers Recorded: Jul 22 2020 70 mins
    Dr Stathis Kefallonitis, Patrick Prefontaine, Jaime Moreno, Helge Sachs
    The travel experience is set to be reviewed and reinvented as airlines and their interiors supply chain partners adjust to the new priorities and expectations of travellers flying once restrictions are lifted. This session will share insights from passengers and consider how the adoptions of technologies including, AI, machine learning, biometrics and access to high speed broadband will support this “new normal”, including:

    • What are the key customer touch points where the combination of technology and data have the most potential to improve the experience and generate the greatest value for passengers, as well as revenue/profits for airlines?

    • The role of new data: artificial intelligence, machine learning, biometrics, behavioural patterns, data-forming trends – and using technology in the right way.
  • Project AIRTEK – Delivering lightweight cabin solutions Recorded: Jul 15 2020 73 mins
    Cristian Sutter, Ben Orson, Stu Olden, Nigel Smith
    This session will address opportunities to reduce fuel usage and the CO2 aviation footprint through use of innovative lightweight composite materials. Learn more about Project AIRTEK – an 18-month Aerospace Technology Institute/UK Government-sponsored programme with Williams Advanced Engineering, JPA Design and SWS Certification – focused on delivering a novel business class seat structure for prototype demonstration (Technology Readiness Level 6) in Q2 2021.
  • Innovation in a post-coronavirus world Recorded: Jul 8 2020 68 mins
    Bernd Knobe, Aurélie Germain, Roland Naudy
    Airbus and Dassault Systèmes are challenging their teams to think differently and disrupt from within. Learn more about the initiatives and methodologies these aviation leaders deploy to encourage innovations that will transform experiences and encourage passenger to return to air travel.
  • Responding to Disruption: Quick Fix or Profound Change? Recorded: Jul 1 2020 62 mins
    Jennifer Coutts Clay, Johannes Lampela
    Join this PEC Virtual Series webinar featuring Jennifer Coutts Clay, Author, JETLINER CABIN and Johannes Lampela, Director of Design, Designworks (A BMW Group Company) as they discuss
    cabin design challenges post-Covid-19.

    Rethinking the “what next” needs to address how do we best reassure customers? How do we create comfort in feeling safe, cared for, and in control? We must ask this question first, in order to design experiences which rebuild trust, moment by moment.

    In this webinar, Johannes Lampela will describe how a “post-COVID design brief for a better cabin experience and a focus on what matters to the customer” might look, drawing on learnings from recent disruptions in the automotive space. This session poses key questions about the challenge ahead and proposes an “experience first – inside out approach” to cabin design.
  • Returning to air travel: Solving the MRO, modification and retrofit pain points Recorded: Jun 24 2020 63 mins
    Vern Alg, Nicole Noack, Cristian Sutter, David Doherty
    Join this PEC Virtual Series webinar featuring Nicole Noack, Managing Director, Independent Aircraft Modifier Alliance; Cristian Sutter, VP Commercial Aviation Strategy, GDC Technics; David Doherty, Head of Sales, Etihad Engineering; and Vern Alg, Industry Consultant, Reed Exhibitions as they discuss solving the MRO, modification and retrofit pain points in post-pandemic air travel.

    When air travel resumes after the Covid-19 coronavirus lockdowns, reassuring potential passenger that the cabin environment is safe to fly will inevitably dominate the requirements of maintenance and cleaning regimes as well as modification and retrofit initiatives. These projects are already a complex mix of funding, design, materials and parts, certification, engineering and after sales support and adjusting to the post-pandemic realities will be a significant pain point to address.

    • What impact will more stringent cleaning regimes have on seats, monuments and materials – and OEM warranties?
    • What will be the impact on the regulatory landscape?
    • With many airlines using cabin space for cargo, what’s needed to ensure those storage solutions are safe, temporary and keep the investment low?
    • What are the modifications and retrofits that can be rapidly implemented to reassure passengers
    • How should the interiors supply chain be collaborating to ensure projects are delivered fast and with flexibility to get airlines back in business?
  • The outlook for aircraft interiors Recorded: Jun 17 2020 60 mins
    Andrew Doyle, Gary Weissel, Rob Morris, Matthew Nicholls, Don Buchman
    Join this PEC Virtual Series webinar featuring Gary Weissel, Managing Officer, Tronos Aviation Consulting; Rob Morris Global Head of Consultancy, Ascend by Cirium; Matthew Nicholls, Sales Director, Tapis Corporation; Don Buchman, Vice President, Commercial Aviation, Viasat; and Andrew Doyle, Director Market Development, Cirium to discuss the outlook for aircraft interiors.

    Airlines and their interiors supply chain partners are facing unprecedented challenges, with much of the world’s fleet grounded as governments around the world impose restrictions on business, travel and social interactions to combat the Covid-19 coronavirus pandemic. As the aviation industry prepares for a return to air travel, what is the outlook for interiors specification programmes and reconfiguration projects.

    This session will cover the latest fleet data from Cirium, the forecast for line-fit and retrofit of major interiors components from Tronos Aviation Consulting as well as trends in interior retrofits and line-fit products, plus insights from experts in key market segments.
Defining the future of the passenger experience industry
Keeping the passenger experience community connected as we discuss solutions to today’s challenges and the visionary concepts of tomorrow

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  • Title: The economy of the next fifty years will be run by the customer experience
  • Live at: Sep 9 2020 2:00 pm
  • Presented by: Peter Shankman, Melissa Raudebaugh, Blake Emery, Scott Savian
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