Changing Landscapes
Navigating toward new horizons
in customer care
|
| |
| 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. |
