Speaker Biograghy: Brian is a graduate of Embry-Riddle Aeronautical University. He holds a Bachelor’s degree in Aeronautical Science, and two US FAA-issued licences as a commercial pilot and flight instructor. Coupled with each of his licences, Brian holds multi-engine and instrument ratings respectively, in addition to a type rating in the Cessna Citation I business jet. He started his career in the aviation industry upon graduation, and has attained successive leadership positions throughout his 23-year tenure. Brian joined CVG Airport in July 2010 as the Director of Customer Services. He continues to integrate best practices of airline knowledge into the critical environment of airport operations to provide the region’s customer base with the highest levels of services, offering a competitive advantage over other surrounding airports, and driving significant engagement and sustainability for this vast economic engine within the Cincinnati/Northern Kentucky region.


Day 3 - 17 March
Session: Customer Service & Passenger Experience

11:15 - 11:40 - Innovative queue management through automated sensing technology
Synopsis: CVG is the first domestic US airport to deploy this particular technology to provide accurate wait time information to its customer base and key stakeholders. It is a hosted solution whereby strategically placed nodes sense wi-fi and Bluetooth-emitting devices (e.g. smartphones). Once a device’s signal is captured, measurable time differences may be analysed between nodes. The system allows the airport to notify customers about current wait times. A combination of CVG’s website and in-airport display monitors provides a significant experiential enhancement toward easing anxiety. The deployed technology also supports a host of analytics for airport and TSA personnel.

Audience will learn:

• Queueing, particularly in security lines, is a critical customer experience element
• Consumer feedback coupled with proof-of-concept testing demonstrated improvement opportunities
• Enabling projects provided a basis for improving the experience
• The technology provides the real-time measurement and reporting resource to monitor delivery aspects
• The historical data capture provides a prediction modelling element for continuous improvement