Speaker Biograghy: Joni Sundelin, MSc(Econ), has worked at Finavia as the Senior Vice President, Director of Airport Network, Sales & Marketing and Ground Handling business since 2012. His main competencies are to restructure and develop businesses and working structures, to build up new business models in the customer interface in the b2b and b2c business environments, service business management and development in general. These competencies are complemented by his vast experience in executing mergers and acquisitions, creating joint ventures and other modes of collaboration. Internationalising of service businesses could also be described as one of the core competencies, both organic and non-organic. Prior to his appointment at Finavia, he worked in various Business Director roles in logistics and in pharmaceutical distribution and wholesaling in Finland and other northern European countries. His training comprises an MSc in Economics and Management and Leadership courses at IMD.


Day 1 - 25 March
Session: Commercial Development, Retail & Media

12:10 - 12:40 - Crowdsourcing as a tool in service development: Quality Hunters
Synopsis: In order to enhance the passenger experience Finavia - Helsinki Airport in cooperation with one of its airline partners, Finnair, wanted to involve customers in service development to further enhance the passenger experience. Quality Hunters focuses on social media. The initiative builds on the active Twitter community, which encourages interaction between community members and the experts at Helsinki Airport and Finnair. In addition, creative workshops are organised in Helsinki for community members and service development professionals. The results are encouraging in implementing crowdsourcing as a fixed part of Helsinki Airport’s service development processes.

Audience will learn:

• Crowdsourcing
• Customer collaboration in service development
• Customer engagement as a driver of change management