Speaker Biograghy: Giovanni has 24 years' experience in civil and military aviation. After his military service as Air Traffic Controller, he joined the civil air navigation service provider (Skyguide) to become an En-Route Air Traffic Controller in both Geneva and Zurich. Meanwhile he studied Maths and Computer Science at Fernuniversität Hagen (Germany) and received an Aviation MBA at Concordia University (Montreal, Canada). Subsequently he held several management positions within Skyguide before joining Zurich Airport's operator at the end of 2008 as Head of Planning and Engineering. Giovanni represents ACI-Europe in the Network Management Board and the Network Director of Operations Meeting. Furthermore, he is Vice Chair of the SESAR Deployment Airport Grouping Steering Group.


Day 1 - 15 March
Session: Customer Service & Passenger Experience

13:45 - 14:10 - STEP@ZRH – seamless travel experience programme
Synopsis: Integrating seamless travel processes into an overall customer experience at airports is a challenge. The presentation will show how Zurich Airport approaches this challenge with a company-wide programme.

Audience will learn:

• Customer experience
• Seamless travel
• Aligning aviation and non-aviation branches at an airport operator
• Cooperation among all airport partners