Traveler Data Analytics: ‘Frictionless’ Travel – Its Revenue Impact
Presented at the Airport Access Ideas Forum
7 June 2017, Southbank, London, UK

The travel journey comprises several discrete elements – it is not just a blurred continuum. Travel disruptions are always the “moments of truth” and it is the lack of customer service that is ultimately the travel service providers’ downfall, resulting in a very poor passenger experience. It also represents a significant loss of revenue, as derived from our recent airport customer retail spend data analyses.t the heart of the problem is the plethora of data silos. Traveler data held by all travel service providers (airlines, hotels, etc.) is for their own benefit and use. This provides little value to the passenger over their entire journey. And passengers don’t want to be part of a “one size fits all” process. Instead they want personalization – specifically to ensure relevancy. This enables an effective customer engagement, transforming customer data into relevant communication and avoids information noise. Our design resulted in a global customer knowledge travel platform. This, together with smart data analytics, enables travel service providers a critical insight into a traveler’s preferences and context.



Innovation In Practice
Panelist at EXL’s Thought Leadership Series
11 June 2015, Bulgari Hotel, London, UK

Innovation is widely touted, but often skeptically viewed. It can be embodied in products and services to solve pressing industry issues, in new technologies like robotics and analytics or in transformative delivery models leveraging “As a Service.” Panelists shared their view on innovation, areas of business where it can and has generated tremendous impact and the role partners can play to improve business outcomes. There were varying opinions/views on innovation. Why do some companies choose individual projects versus an overarching approach to innovation? How do different companies define or view innovation? What strategies have been part of or developed processes that were particularly successful? What are the barriers or critical success factors in making a company an innovative culture?



Living Up to Your Brand Value and Customers’ Expectations
Moderator, BT Global Airlines Though Leadership Roundtable
2 February 2015, BT Tower, London, UK
In today’s globalized economy, competition is getting more and more aggressive. That means it becomes more difficult for products and services to differentiate themselves from other offerings than ever before. As competitive advantage erodes ever faster and many companies try to win the customer’s attention with price reductions, products and services appear to be commodities. While at the same time, the customer behaviour becomes more diverse. On one hand, customers are increasingly price sensitive — searching for bargains at marketplaces, like OTA’s or travel agencies, offering apparent discounts. On the other hand consumers like their brands and the services they promise. That very same person may plan a weekend trip with a low-fare airline and a stay at a five-star-hotel. As a result, customers have a wider choice of often less distinguishable products and they are much better informed, hence having greater buying power.



Multi-Channel Customer Engagement: Social Media Strategies
Presented at the AAAE Airport Social Media Summit
25 September 2011, Sheraton Hotel, Canton-Akron, Ohio
iStyle KLIA: The first of its kind and unique fashion/styling project ever held in an airport. It’s a platform that allows KLIA (Kuala Lumpur International Airport) to further enhance and reignite its statement as the axis of fashion gateway and another effort to create the identity that reflects “KLIA is also fashion savvy”. It is an opportunity to cultivate good relations with airport concessionaires and portray KLIA as always striving to come out with innovative ways to facilitate and assist KLIA tenants to further promote their services/brands/products. The challenge was to create traveler engagement using multichannel social media as a means to increase awareness reach beyond traditional media and create a “Long Tail” awareness of KLIA.



Intelligent Airports: Trends in Passenger Flow / Engagement Strategies
Presented at the SITA IT Summit
23 June, 2011, Hotel Dolce La Hulpe, Brussels
The intelligent airport may not be a new concept, but is the game about to change? As new generations of technologies emerge their impact promises to be radical, delivering meaningful and timely business intelligence to the airport’s multiple stakeholders like never before. Whether for tracking passenger movements or providing end-to-end situational awareness, new technology holds the key to reaching new frontiers in forecasting and predictive analysis, enabling stakeholders to collaborate in real-time to improve the airport’s operational performance, while giving passengers the data they need to personalize their journeys.
Kuala Lumpur


Delivering Brand Value & Customer Expectations
Presented at the Malaysian Airports Concessionaires Conference
23 November 2010, Pan Pacific Hotel, Kuala Lumpur International Airport
Increasing competition, lower traffic growth at certain geographic regions and changing demographics of travelers with spending power calls for a more long term, strategic approach to travel retail operations, where understanding consumer insights is paramount. However, short term thinking and action is still prevalent in the industry. Here, airports can play a greater role towards facilitating a long term, strategic approach to travel retail. Social media, which is an increasingly popular tool for branding and communications, is a lot more than a tool for “showcasing or telling”, it is even more powerful as a tool for “listening”. What is the role of social media in building the brand value of KLIA?



Passenger Flow Management & Technologies Study
Presented at the ACI North America 19th Annual Conference
26 September 2010, Pittsburgh Convention Centre, Pittsburgh, PA
There is growing interest from airports and security agencies for a range of business intelligence solutions related to passenger flow management in areas such as, counting, validation, authentication, tracking, reconciliation, access control and queue management. While some of these functions can be addressed by leveraging existing technologies, there are solutions deployed that may be better suited to specific elements of passenger flow management. Information on passenger movement is critical for the improvement of the passenger’s experience and in turn, its impact on retail revenues.



Multi-Channel Customer Engagement
Presented at the International Airport Railways Conference
18 March 2010, Hilton Grosvenor Hotel, Edinburgh, UK
Companies can now engage with a customer in a direct dialog via one or more the multichannel options available to them. Most customers have expressed a desire to have more direct control over their travel, thus abandoning the intermediary – the travel agency – and manage their travel online. The conference highlighted global success stories including several examples of an insightful overview of the pros – and pitfalls – of social media as part of a customer engagement strategy.



Increasing Airport Retail Spend: 1-to-1 Customer Strategies
Presented at the TFWA & GATEOne2One Conference
11 May 2009, Suntec Singapore International Convention Centre, Singapore
The focus is on real, proven case studies of customer focused marketing in airports, through the innovative use of technology. Airports can drive revenues by offering real benefits to customers. We focus on elements of the “Six Steps to Airport Retail Success” that can be implemented by airports. By ‘knowing’ the data as a result of a thorough analysis, can we then understand the potential revenue growth and the current “lost retail spend” by NOT implementing such procedures. More consumer insight is needed to understand how this can be best achieved by retailers and airports collaboration.



Transforming Airports: Gaining Retail Share of a Customer’s Wallet
Presented at the Passenger Terminal Expo & Conference
25 March 2009, ExCEL Centre, London, UK
Airports are struggling to increase customer retail spend as a source of non-aeronautical revenues. As passengers have increased, the percentage spend has remained constant. New retail methodologies have long been used to exploit customer knowledge gained through existing retail infrastructures. The result has been dramatic increases in revenues based around three key customer process elements: segmentation analysis, retail offer creation/management and customer dialogue. If harnessed effectively, these new retail methodologies can provide unparalleled customer insight, with the payoff of increased airport customer retail spending.

Abu Dhabi


Transforming Airports: IT&T as a P&L Business Service
Presented at the Passenger Terminal Expo Middle East
18 November 2008, Beach Rotano Hotel & Towers, Abu Dhabi
Airports have one of the most complex and demanding IT, telecom and video infrastructures. The challenge for an airport’s IT&T department has been always been one of delivering the expected high service level to their clients. Effective airport business services comprise all activities necessary to develop and market the airport’s IT&T services to airport tenants and manage the on-going client relationships. Most importantly, business services manages the financial relationship between the airport and its tenants by providing a billing service for the usage of infrastructure, computing, telecomm, security and other services at the airport. And all this must be done at a competitive cost for the tenants. In effect, the challenge for the airport is to create and operate effectively as a Business Services Delivery Agent.

Abu Dhabi


Transforming Airports: Creating A Single Customer View
Presented at the Passenger Terminal Expo Middle East
17 November 2008, Beach Rotano Hotel & Towers, Abu Dhabi
Airports must focus their strategies on new airport revenues, proven technologies and customer needs to satisfy their growth ambitions. When airports expand to meet competition, there is a demand for increased revenues to be generated from the retail infrastructure. There are six key processes to exploit for customer insight and knowledge: attraction, segmentation analysis, creation and management of retail offers, dialogue, redemption, and retention through customer experience management. If harnessed effectively, customer insight can provide an unmatched ability to serve customers better. The payoff is increased airport customer retail spending.



Increasing Airport Retail Spend: Winning through Customer Knowledge
Presented at the Passenger Terminal Expo & Conference
15 April 2008, Amsterdam RAI, Netherlands
As airports struggle to provide competitive services for airlines, they must focus their strategies to increase non-aeronautical revenues. This means increasing their retail revenues in order to pay for their airport expansions. We know that 30-50% of travelers continue to avoid purchasing in duty free and travel retail stores. What should airports do to enhance their customer’s experience, thereby increasing their airport customer retail spend? Unfortunately, their efforts are hampered by a lack of customer relationships. It is essential, that the first step an airport takes is that of identifying, attracting and recognizing customer as part of the “Six Steps to Airport Retail Success”.



Airport Retailing: Ready for Take-off? The Disconnected Customer
Presented at the Oxford Retail Futures Group
22 November 2005, Oxford University, Said School of Business
Despite the obvious progress made in creating more attractive travel retail environments, current customer spending leaves plenty of room for improvement. For many travelers, shopping while traveling is not top of mind. How can airports and their retailers ensure that retail is an important part of the “customer journey”? The heart of the debate is whether airports were prepared to take advantage of the opportunities to increase customer retail spend. From our research, it appears that airports were just stuck. But we ask, “If we continue to the same things, why do we expect different results?”



Managing Customer Experience in Airports
Presented at the Oxford Loyalty Marketing Workshop
The Oxford Institute of Retail Management
22June 2005, Oxford University, Said School of Business
The challenge for airports is to generate real top-line revenue growth, as there are little efficiencies left, and to demonstrate an accountability of their marketing expenditures. The opportunity exists to offer enhanced customer service for frequent travelers by innovating rapidly against changing consumer needs and aspirations. Travel retail, while having a “captive market”, is yet however characterized by low penetration and conversion rates at many travel retail and duty free outlets. More consumer insight is needed to understand this phenomenon and is best achieved by joint collaboration among the retailers and airports.

Other Speaking/Presentations

Sales for Recruiters
Presented at the Staffing Edge Symposium
4 June 2008, Mississauga Convention Centre, Canada

Business Development Strategies
Presented at SFT Affiliate Conference
28 September 2007, Muskoka, Canada

Competing for the Future
Presented at the Horizon Technology Conference
29 August 2004, Hyatt Regency. Miami, FL

Imagineering: Application of Emerging Technologies
Presented at the Cancun IT Forum
29 October 2002, Melia Resort, Cancun, Mexico

Today’s Tools, Tomorrow’s Advantage
Presented at the IATA Distribution Conference
28 November 2000, Le Meridien Piccadilly, London, UK

Secure Multi-Protocol IP Networks
Presented at the Asia Firewall Conference
January 2000, Hilton Taipei, Taipei, Taiwan

eCommerce Strategies for Self-Service Technologies
Presented at Air Transport and Travel Information Systems Americas (ATTIS)
25 January 2000, Hyatt Hotel, Orlando, FL

5 Breakthrough eCommerce Solutions
Presented at the Canada Technology Briefing
September 1999, Canadian Consulate, London, UK

The One Square Foot Airport
Presented at KioskCom Americas
12 April 1999, Hyatt Regency, San Francisco, CA

The One Square Foot Enterprise
Presented at KioskCom Europe
25-26 January 1999, Crowne Plaza, Munich, Germany

Extranet Applications: “One Square Foot…”
Presented at Comdex 1998
November 1998, Hilton Hotel, Las Vegas, NV

Online Retailing: The Future
Presented at the Canadian Institute Conference
May 1997, Royal York Hotel, Toronto, Canada

Implementing Converging Technologies
Presented at the Transnet (Transportation Networks) Conference
April 1997, Sheraton Skyline, London, UK