Heathrow Airport Ltd

Speaker Biograghy: Chris is responsible for growing revenue and improving the passenger experience at Heathrow through identifying key passenger segments and delivering innovative services for consumers. Current areas of accountability include the airport’s travel services, premium products, commercial telecoms, research and insight, and digital strategy. His 12 years with Heathrow have been focused on the airport’s commercial interests including retail, airline business development and commercial strategy. Personal fact: Chris is kept busy with two children and management of an under 12s football team.


Day 2 - 16 March
Session:
Commercial Development, Retail, Concessions & Media


14:00 - 14:25 - Using digital to personalise the passenger journey and drive revenue
Synopsis: With a well-established service proposition and successful commercial operation, Heathrow is focusing on supporting service transformation and revenue growth by enhancing its digital activity. Key to this is an understanding of the role connected data and digital communications can play in personalising the passenger journey. You will hear about the approach Heathrow has taken to date, the impact the new tools and channels have had, and Heathrow's roadmap for the future.

Audience will learn: