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High tech and customer service - opportunities and limitations

Shopping and planning on the internet, reservations for flights, trains, car rental and hotels, self service passport controls and boarding gates - how far can technology go? Have we achieved an environment where we prefer a consistent smile from a machine to an unpredictable behaviour from a human customer service client? How can organisations achieve differentiation and establish a sustainable business model in the dynamic market environment? Customer, technology and innovation will again be the topics for the next Hamburg Aviation Conference. The conference has become the leading think tank for future oriented organisations. It brings CEOs and senior management, experts and thought leaders from the aviation and travel industry together with retailers and universities to discuss strategies to face the new reality.

Location: Moevenpick Hotel Hamburg, Sternschanze 6, 20357 Hamburg

Key contact:

organizer: XXL Solutions GmbH

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 10 February 2015 - Exclusive
Pre-Conference Workshops
(max 15 attendants per workshop)
Confirmed Speakers
15.00 - 17.30 Workshop 1: Know me - the secret to customer loyalty James Edmunds, Field Leader - Airline & Tourism, University of West London
15.00 - 17.30 Workshop 2: Innovation - What, Why, How. Ingo Wuggetzer, VP Cabin & Innovation Design, Airbus
15.00 - 17.30 Workshop 3: Social media and mobile - business cases for immediate adaptation Mr Massimo Scialò, Professor in IT Marketing & Communication at Bologna / Rome University. CEO of Beatpick, keynote speaker at the conference in 2014
15.00 - 17.30 Workshop 4: Passenger end to end connectivity Jon Norris, Vice President of Sales at Lumexis Inc.
15.00 - 17.30 Workshop 5: Thinking like a retailer - how airlines can get out of the ancillaries dilemma details to be confirmed
14.30 - 18.00 Registration
as from 19.30 informal get together in the Cave Bar in the Moevenpick Hotel
 11 February 2015 Conference Day 1 Confirmed Speakers
as from 9.00 Welcome coffee,registration
9:50 - 10:15 Welcome note Senator Frank Horch, Economics, Transport & Innovation Authorities Hamburg
Michael Eggenschwiler, CEO Hamburg Airport
10:15-10:45 Keynote: No limits Beatie Wolfe, Musician, Singer, Songwriter, Technical Innovator, Member of British "Great" campaign
10:45-12:15 Top industry leaders opening panel: The future of customer experience - differentiator or commodity? Simon Calver, Chairmann at, until recently CEO at Mothercare and before CEO at Lovefilm, Europes largest DVD rental business
Michael Eggenschwiler, CEO Hamburg Airport
Stefan Fuchs, Hotel Manager Jumeirah at Etihad Towers
Sundar Narasimhan, Group Product Manager at Google
Stewart Wingate, CEO Gatwick Airport
Airline CEO to be confirmed
12:15-13:15 Lunch - Restaurant Moevenpick
13:15-14:45 Session I - opportunities and limitations of technology
13:15-13:45 1.1.Technology to win or alienate the customer Ravi Simhambhatla, Chief Technology Officer Aer Lingus
13:45-14:15 1.2. Managing the impact of technology on people and business strategy Audrey Benoit, Director Web & Social at Mobistar; Owner at Digital Nature
14:15-14:45 1.3. From frequent flyer to frequent shopper Gabi Kool, CEO Coalition Rewards
14:45-18:00 Session II - knowing the customer to drive business performance
14:45-15:15 2.1 Customer focus to drive your business priorities details to be confirmed
15:15-15:45 Coffee break
15:45-16:15 2.2 Strategy in the light of fading customer loyalty in the 21st century details to be confirmed
16:15-16:45 2.3 The social perspective - driving customer experience and business success Gert Wim ter Haar, KLM, Manager Social Media Hub
16:45-18:00 Customer and Technology panel - opportunities and limitations of technology to improve the customer experience Hugh Dunleavy, CCO at Malaysia Airlines
Markus Klaushofer, CEO Malta International Airport
Bernd Skiera, Professor at Frankfurt University
Philip Saunders, CCO Kuwait Airways
Dennis Tierney, VP Customer Experience Oneworld
19:30 - 22:30 Networking-Dinner - Cave Bar Moevenpick Hotel
 12 February 2015 Conference Day 2 Confirmed Speakers
09:15-13:30 Session III - business success through innovative solutions
09:00-09:15 Keynote: quo vadis low cost - a global perspective on the future of the low cost business model Patrick Murphy, Chairman of the Aviation Group at Performance Consultants, ex Chairman Ryanair, Chief Advisor Peach Airlines, Japan
09:15-09:45 3.1 Case study: How digital innovation drives business success - interactive session details to be confirmed
09:45-10:15 3.2 Bringing life to mobile details to be confirmed
10:15-10:45 3.3 Case study - The Challenge of Technological Change - how to establish a process to keep generating and implementing new ideas details to be confirmed
10:45-11:30 Coffee break / snacks
11:30-13:20 Innovation panel: How innovation can take business strategy to a new level Sergey Fomenko, EVP Sales and Marketing at Ukraine International Airlines
Tilmann Gabriel, CEO tiansalo consultants, Director Aviation Master-Programs at London City University
Kieron Gavan, Head of Commercial Rail Enabling Innovation Team
Gunnar Heinemann, General Partner & Board Member Gebr. Heinemann, President German Travel Retail Association
Wolfgang Pollety, Managing Director Airport Hamburg
Student from Lausanne University of Computer Science





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