Presentations
Tuesday, March 5
From Frontline Customer Service to the C-Suite (No presentation available)
- Jamie Rhee, Commissioner, Chicago Department of Aviation
Morning Keynote: Enhancing the Customer Journey from End to End
- Anita Natarajan, General Manager of Airports, US and Canada, Uber
Challenges Impacting CX while Working with Federal Partners
- Elizabeth Krimmel, Senior Manager, Deloitte
- Diego Ferrer, Managing Deputy Commissioner- IT & Telecommunications, Chicago Department of Aviation
- Cesar Medina, Program Manager, Transportation Security Administration
- Fiona Strens, CEO, Crowd Vision
Airport Opened (No presentation available)
- Brian Shapiro, President, Shapiro Communications
- Brian Poole, Manager of Guest Services, San Francisco International Airport
- Diana Berron, Customer Service Supervisor, Miami-Dade Aviation Department
- Megan Bozarth, Assistant Vice President of Customer Programs, Dallas Fort Worth International Airport
- Deborah Leach, Volunteer Coordinator, Broward County Aviation Department Fort Lauderdale-Hollywood International Airport
Things That Make You Go Hmmm…
- Kelvin Jenkins, Manager of Customer Service, Maryland Aviation Administration
- Kim Davis, Customer Service & Community Relations Manager, Greenville Spartanburg Airport District
- Rozalind Dickerson Cleaver, Airport Relationship Manager, City of Dallas Department of Aviation Dallas Love Field
- Krista Kealey, Vice President, Communications & Public Affairs, Ottawa Macdonald-Cartier Intl. Airport Authority
How to build a successful Volunteer/Ambassador Program (No presentations available)
- Misty Cisneros Contreras, Customer Service Manager, Phoenix Sky Harbor International Airport
- John Ishu, Manager, Travelers Aid Chicago
- Gail Gaddi, Volunteer Program Director, Los Angeles World Airports
Wednesday, March 6
International Perspectives
- Sevda Fevzi, Manager of ASQ Strategic Marketing, ACI World
- Joanne Paternoster, CEO, Butterfly Consulting
- Sarahi Castro, Customer Service Executive, Grupo Aeroportuario del Pacifico
- Simon Wilcox, Director of Automation and Optimization, London Heathrow Airport
C-Suite Perspectives (No presentations available)
- Karen Ellis, Chief Customer Experience Officer, San Antonio Airport System
- Russ Handy, Aviation Director, San Antonio Airport System
- Huntley Lawrence, Director of Aviation, Port Authority of New York & New Jersey
- Erin O’Donnell, Managing Deputy Commissioner, Chicago Midway International Airport
Engaged Employees Lead to a Successful Organizational Marriage
- Patty Thompson, Vice President of CX Strategy & Learning Development, Customer Service Experts, Inc.
- Jana Kuner, Public Relations Manager, Huntsville International Airport
- Garfield Webbe, Guest Experience Supervisor, Broward County Aviation Department Fort Lauderdale-Hollywood International Airport
- Barbara Yamamoto, Chief Experience Officer, Los Angeles World Airports
All Inclusive CX
- Kelly Martin, Customer Relations Manager, Halifax International Airport Authority
- Joel Aguilar, Volunteer Program Specialist, John Wayne Airport
- Phil Burke, Assistant Director, Customer Experience, Metropolitan Airports Commission
At Capacity
- Scott Ludwigsen, Executive Vice President of Airport Research Practice, Phoenix Marketing International
- Ramonika Carr, Aviation Guest Services Program Manager, Austin-Bergstrom International Airport
- Kathy Haley, Chief Experience Officer, Port Authority of New York and New Jersey
- Zachary Sundquist, Assistant Airport Director, Portland International Jetport
Guest Experience 911 Part 2
- Dennis Hazell, Customer Service Manager, Airport Operations/Passenger Services Division, Metropolitan Washington Airports Authority
- Sue Hansen-Smith, Manager of Airport Customer Care, Seattle-Tacoma International Airport
- Tamara Mahal, Director of Safety and Emergency Management, Chicago Department of Aviation
How to develop an Airport-Wide Customer Service Program (No presentations available)
- Gail Gaddi, Volunteer Program Director, Los Angeles World Airports
- Joanne Paternoster, Principal, Butterfly Consulting
- Tawana Russell, Airport Manager – Guest Experience, Broward County Aviation Department Fort Lauderdale-Hollywood International Airport
