Speaker Biograghy: Mike joined Honour in 2006, and has worked in the aviation industry for nearly 25 years. He has led a number of projects at Honour, most notably with Etihad where he played a leadership role in the design management of the onboard experience for the A380, B787 and A350. His other clients have included bmi, British Airways, Thomson Airways and Regus. Prior to his role at Honour, Mike was Head of Design Management at British Airways, where he was responsible for the branding and design across the entire customer experience. His key achievements at BA were the launch of the first flying beds in First Class in 1995 and the first-ever flat bed in business class - Club World in 2001.


Day 1 - 10 March
Session: Customer Service & Passenger Experience

16:05 - 16:30 - Differentiate your passenger experience to stand out from the crowd
Synopsis: With global consumer attitudes and behaviours changing more rapidly than ever before, how can airlines adapt to meet the challenges of a more discerning, informed and technology-savvy passenger? As airlines seek to differentiate by investing in new products and services, especially in the most crucial premium segment, what can they learn from other sectors such as retail and hospitality? As we continue to strive to surprise and delight our customers, the presentation will explore four key trends that could help make your brand experience stand out, be more engaging and ultimately build greater brand advocacy.

Audience will learn:

• How personalisation in technology, product and services is affecting consumer behaviour, and what some airlines are doing to embrace this
• How some retail and hospitality brands are changing their offer to be less transactional and more experiential, to engage and interact more with their consumers
• How a more diverse and accessible global marketplace is impacting consumers and the airline industry
• How some brands are redefining luxury and differentiating their premium offer through heightened levels of exclusivity
• The importance of creating experiences that emotionally connect with your customers to engage with their hearts as well as their minds