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 1 - 14 March
Session: Customer Service & Passenger Experience

12:10 - 12:40 - Consumer engagement through arts, entertainment and technology
Synopsis: Airports were once viewed as utilitarian, sterile and airline brand specific. New opportunities through community engagement are presenting fresh concepts to establish the airport brand identity. CVG has engaged the best and brightest from its local community arts, entertainment and technology venues to create an unforgettably positive experience with Midwestern charm. The travel community experience often begins and ends with the airport. CVG and its surrounding region cherish this opportunity to begin the region's story at the airport, provide consistent themes throughout the visit, and end the journey with a familiar sense of calm and gratitude for flying CVG.

Audience will learn:

• Establish the brand identity
• Leverage the surrounding community
• Engage arts and technology to establish micro-entertainment zones
• Confirm the sense of place
• Deliver on brand commitments