Iberia Airlines (IAG Group)

Speaker Biograghy: Alicia is a computer engineer with 14 years of experience within the banking and aviation sectors. She started her career in the banking sector, participating in the design and launch of the first e-bank in Spain, UNO-e. She was also involved in strategic consultancy related to the startup of e-business for Spanish companies. During her 10 years at Iberia Alicia has gained extensive experience in the integration of airport systems, leading teams in technical areas and being responsible for programmes and projects in new/latest technologies. She is also focused on improving the ICT chain: the relationship between the airport division and the IS organisation as well as outsourced parties.


Day 1 - 18 April
Session:
Customer Service and Passenger Experience


16:45 - 17:15 - Leverage customers on disruption handling
Synopsis: Our customers and employees request the provision of more information and greater accuracy, especially when they are involved in a disruption situation. IT engagement has to be focused on effective operative data integration with customer real profile and status, but also on the complete redesign of the different channels offered to the customer. The starting point of this project was leveraging customers on self disruption handling. Spread throughout one of the major European hubs, the planned result is the provision of a number of propositions and application rollovers: virtual assistance for customers, IBPad enhancements and overall back-office empowerment.