Speaker Biograghy: Carlos is responsible for identifying new technology and building concepts that can be leveraged to create new digital experiences at United Airlines. While in the e-commerce group at United he has focused on location intelligence/context, increasing mobile engagement and building a better mobile app shopping experience. In addition to the positive impact on customers, Carlos is even more excited about the potential of technology to help employees become customer heroes. Prior to his current role, he held positions in e-commerce quality assurance at Continental Airlines and customer experience at United.


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

12:15 - 13:00 - PANEL DISCUSSION: Airline apps' use of interactive airports maps to improve experience
Synopsis: Panel Chair: Campbell Kennedy, Founder/CEO, LocusLabs, USA A majority of travellers are now using mobile. This presentation will explain how airports and airlines are collaborating to help passengers navigate and find their way to anything within airports. Hear about United Airlines' recent app deployed using high-fidelity interactive maps at 19 of its hubs and key airports, how they are using location services and why. Also hear about Seattle-Tacoma International Airport's recent investment in BLE-beacon technologies and how airlines are beginning to provide airports with a presence within airline apps.

Audience will learn:

• An airline’s mobile app is the communication channel to its passengers on the day of travel
• There is an opportunity to digitise in-airport customer service
• Make operational and business decisions based on passenger location
• Influence customer behaviour and increase concessions ROI
• Lay the groundwork for next-generation enterprise applications