Speaker Biograghy: Andrea has 15 years' experience in marketing and sales, four of which were at McKinsey & Co. Since 2012 he has been Head of Marketing and Sales in the Non-Aviation Department at SAVE Group, the holding company that manages Venice, Verona and Treviso airports. Since 2014 he has also had responsibility for developing the customer experience initiative, the biggest single project ever in the company. Personal fact: He has two kids, and a lovely wife, who are wondering why he is still playing rugby at his age.


Day 2 - 16 March
Session: Customer Service & Passenger Experience

09:30 - 09:55 - Customer experience: are you serious?
Synopsis: In 2014 Venice Airport began an important initiative to improve the customer experience through a more organic and structured approach. Supported by top-notch partners in the delivery of a sustainable service, Venice Airport is deploying a massive cultural change within the whole terminal community, in order to offer superior performance to passengers, in particular after a massive programme of infrastructural changes. The initiative requires a completely different approach in managing the business, and a need to discuss day-by-day priorities that emerge in the organisation, but the impact on revenues is tangible.

Audience will learn:

• How to manage a cultural and infrastructural transformation
• How to extract value from that transformation through an improvement in customer experience
• How to track results and stimulate improvements
• How to motivate personnel
• How to collaborate between different entities within the airport community