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Changing Landscapes

Navigating toward new horizons in customer care

2014 Conference Agenda | Printer-friendly PDF (1.2MB)

 
Sunday 2nd November
18:00 - 20:30 Registration and Welcome reception
Monday 3rd November
06:30 - 08:30 Breakfast buffet and late registration
08:30 - 10:00

Chairperson's welcome
Kavita Sharma Al Jassim
WACRA Chairman Board of Directors

Welcome Address
Christopher Luxon, CEO Air New Zealand

Business sponsor introductions
Dan Thompson, Sponsorship Director

10:00 - 10:30 Break and Sponsor Review
10:30 - 11:30 Guest speaker
Hamish Bond and Eric Murray
New Zealand Olymic Rowers and Gold Medalists

Motivating Winning Teams
11:30 - 12:30 Guest Speaker
Lauren Ziskie,VP of Innovation-Dialog Direct
Innovating the Passenger Experience:
The Future of Airline Customer Care

12:30 - 13:30 Lunch
13:30 - 15:00

Workshops

Blanka Svobodova, Manager of Baggage Services Development, IATA
The Evolution of Baggage Services

Stephanie Taylor-Klag
Manager or Passenger Services-Airlines for America
Regulating the Deregulated Airline Industry:
Impacts on the Passenger Journey

WACRA
Benchmarking discussion

15:00 - 15:30 Break and Sponsor Review
15:30 - 17:00

Workshops

Blanka Svobodova, Manager of Baggage Services Development, IATA
The Evolution of Baggage Services

Stephanie Taylor-Klag
Manager or Passenger Services-Airlines for America
Regulating the Deregulated Airline Industry:
Impacts on the Passenger Journey

WACRA
Benchmarking discussion

17:00 - 18:30 Optional cultural event and free evening
   
Tuesday 4th November
06:30 - 08:15 Breakfast buffet and late registration
08:15 - 09:15

Guest Speaker
Chaitan Jain
Assistant Director of Government and Industry Affairs - IATA
Changing the Narrative on Passenger Rights

09:15 - 10:15 Guest Speaker
Hamish Rumbold
General Manager of Customer Value-Air New Zealand
Big Data - Using Survey Information to Drive Results
10:15 - 10:45 Break and sponsor review
10:45 - 12:15

Workshops

Hicham Seifeddine, Surveys Project Manager-IATA
FFP and Social Media Benchmarking

Merijnen Kreek, International Legal Counsel-Transavia Airlines
International Passenger Rights Regulations

WACRA
Benchmarking discussion

12:15 - 13:15 Lunch
13:15 - 14:15

Guest Speaker
Todd Coons
Senior Director of Global Business Development-Nettracer
From Mishandled Bag to Customer Service Win

14:15 - 14:30 Break and Sponsor Review
14:30 - 16:00

Workshops

Hicham Seifeddine, Surveys Project Manager-IATA
FFP and Social Media Benchmarking

Merijnen Kreek, International Legal Counsel-Transavia Airlines
International Passenger Rights Regulations

WACRA
Benchmarking discussion

16:00 - 17:00 Free time / get ready for gala dinner
17:00 Departure for gala dinner
   
Wednesday 5th November
06:30 - 08:30 Breakfast buffet and late registration
08:30 - 09:30 Guest Speaker
Lauren Ziskie,VP of Innovation-Dialog Direct
Delivering WOW Service to Our Digital Passengers:
Tips, Best Practices, and the Future of Social and Mobile
09:30 - 10:30 Guest Speaker
Hicham Seifeddine
Passenger Satisfaction Benchmarking, IATA
10:30 - 11:00 Break
11:00 - 1200 Guest Speaker
Micah Solomon, Consultant, Author, FORBES.com Contributor
Exceptional Service, Exceptional Results
12:30 - 13:30 Light Lunch and Focus Group
13:30 - 14:00 Closing
Kavita Sharma Al Jassim
WACRA Chairman Board of Directors
 
Agenda subject to change without notice.
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