Agenda

TIME	AGENDA
09:00 – 12:30	Site Tour A
	Sydney International Airport New Departure Passenger Experience Central to the new experience are a new farewell point featuring a 10,000m-long (32,808ft) curved Tasmanian Oak wall weighing 9 metric tons, expanded entry points to passport control, and a 25m (88ft) digital screen displaying images of Sydney, making it the perfect backdrop for a preflight selfie. This is one of the most tagged social spots in Sydney and draws a huge selfie crowd. The upgrade has turned the experience into something special for travelers and we’re already seeing it feature heavily on Instagram and other social channels, which is really positive and a great advertisement for Sydney. Join us in this site tour to discover how Sydney International Airport is elevating passenger experience with social spots, new technologies across different touchpoints and more.
13:00 – 16:00	Site Tour B
	Designing Seamless Passenger Experience With New Biometrics And Cabin Select Sydney Airport passengers travelling are now using groundbreaking biometrics technology with facial recognition processing, allowing them to undergo a more seamless airport experience. The world-leading biometrics system, when fully tested, will mean passengers will be able to complete most stages of their airport journey using their face as their access identification. The initial phase of the trial will test four key steps in the passenger journey including automated check-in, bag drop, lounge access and boarding. Additional steps proposed for future trials include mobile check-in and automated border processing. Join us in this site visit to see this new passenger experience vision.
	Space In Each Site Visit Is Limited, Registrations Will Be Available On First Come, First Reserved Basis.

TIME	AGENDA
09:00	Welcome Speech & Opening Remarks by Conference Producer
Enabling 100% Asset Reliability With Predictive Maintenance
09:15	Passenger Experience In A Connected World: Shifting Landscape And Expectations
	In response to rapid population growth across Australia’s major cities, new transport services and infrastructure have been build nationwide to cope with the growing demand. Advancing technologies have redefined the expectations of passengers, with on demand apps allowing for transport to be at the touch of a fingertip; customers are now demanding more from traditional service models. This session will explore how passengers of tomorrow with interact with technology and touchpoints of every travel experience – from air to ground and rail.

09:45	Fireside Chat With NSW’s Transport Minister: A Passenger-Centric Vision For NSW Future Transport Strategy 2056
	Join the Hon. Andrew Constance, MP, NSW Minister for Transport and Infrastructure, in this discussion of NSW’s Future Transport Strategy. Released as an update of the 2012 Long Term Transport Master Plan for NSW, this strategy sets the 40-year vision, directions and outcomes framework for customer mobility in NSW – and is the first transport plan in Australia to harness technology to improve customer and network outcomes.

10:15	*Morning Refreshments & Networking Session*
10:30	Interactive Roundtable Discussion: Improving Travel Experience For Passengers Travelling In:
	Airlines And Airports

	Trains And Metros
	Buses, Care Hires And Ground Transportation
	Nick Abrahim Deputy Chief Executive Officer NSW Taxi Council Ltd
	Future Mobility Transition – Eco Mobility And Shared Ownership
	Scott Nargar Customer Experience Senior Manager of Future Mobility & Government Relations Hyundai Motor Company
	Cruises And Ships
	Multi-Modal Passenger Experience
Personalizing The Passenger Experience With Big Data Analytics And AI
11:30	Innovating Passenger Experience Through Real Time Data Analytics And Insights At Transport For NSW
	Realizing that commuter expectations are set not by their last transport experience but their last digital experience, Transport for NSW unified customer service, operations, third parties at various transport stops, and maintenance into a single platform. Through this, passengers can now give feedback and get useful information about the transport services they use daily – providing Transport for NSW with an invaluable source of data which can be analysed and acted upon to create optimal services. This enables real-time reaction to commuter needs, such as diverting an empty bus to an oversubscribed route to ensure everyone gets a seat. Dig deeper into Transport for NSW’s digital transformation and the crucial role of big data analytics in the modern passenger experience in this session.
	Pascal Labouze Executive Director Operational Systems Transport for NSW
12:00	Uncovering Actionable Passenger Experience Insights With Social Listening: A Case Study At Auckland Transport
	This session will cover Auckland Transport’s efforts to understand commuter issues better through the rollout of social listening and engagement. Understanding that first warnings of traffic incidents and complaints generally surface on social media instead of official channels, Auckland Transport plans to aggregate customer comments from Facebook, Twitter and similar sites into visual dashboards, providing insights into the passenger experience and enabling immediate response to reports.

12:30	*Networking Luncheon*
13:30	How Can We Embrace More Voices In The Passenger Journey: Creating A Voice Of The Customer (VOC) Program To Re-Define Travel Experience
	How can we embrace more voices in the passenger journey? How do we devise holistic responses to the traveller’s journey? What can airlines learn from how the rail and rail and hospitality industries are by making travel experiences more appealing and delighting their customers?
	Anoop Singh Manager Customer Contact Center Qatar Airways
14:00	Why Artificial Intelligence Will Help Us Understand Passengers’ Needs And Preferences?
	Artificial intelligence will be critical to improving the passenger experience. It can be used to predict passenger behaviour and reduce overbooking by analyzing inputs such as historical passenger data, weather patterns and time of day to better predict how many people won’t show up for a flight. AI can monitor social media for passenger sentiment to understand the passenger experience.
	Javed Malik Group Chief Operations Officer AirAsia
Mobility As A Service: The Answer To A Painless Passenger Experience
14:30	How Uber Delivered Seamless Multimodal Mobility As A Service Travel Experience For Passengers
	Sydney has joined Denver, Boston and London as the fourth city in the world to marry Uber’s ride-hailing services with public transport, unlocking multimodal commuting that will reduce road congestion and help travellers make better decisions on navigating the city. As Uber looks beyond ridesharing to become a true transport platform, encompassing both mass and personal transit options, Sydneysiders will be able to look forward to replacing their private car with their mobile phone, and abandoning the hassle of comparing trip options. Learn why the integration of public transport data into ride-hailing apps is an important step forward for mobility as a service in this session.

15:00	*Afternoon Refreshment & Networking*
15:30	How P2P Ltd Was Able To Transform A Cottage Industry Into A Listed Corporate Entity (ASX P2P) Encompassing The Entire Value Chain Associated With Passenger Transport
	Harry Katsiabanis Co- Founder & Executive Director P2P Transport
16:00	Sonic Branding – How Music Can Build A Stronger Bond With Your Passengers
	Travel will always remain an emotional service; not only when it comes to inspiring passengers about their destinations but also by ensuring that they feel safe when flying. Music can tap in to these emotions and amplify them throughout the customer journey to create brand benefit. It can also play an integral part, triggering recall, and steering and shaping brand perception.

16:30	How Biometrics Personalizes And Improves Passenger Experience
	This session will address how biometric technologies such as facial recognition are transforming passenger experiences in a world of increased self-service, including: How seamless are future travel journeys going to be? Insights from early biometric adopters on the ground How does the inflight experience fit into the seamless vision and can biometric technologies support better inflight services for passengers?
	Simon Wilcox Automation and Innovation Transformation Lead Heathrow
17:00	Lessons From Transport For NSW’s Vision To Deliver A Mobility As A Service Experience For Customers
	Kurt Brissett Director Ticketing Solutions Development, Digital Products Delivery, Customer Strategy and Technology Transport for NSW
17:15	Closing Remarks by Conference Chairperson

17:20	Champagne Networking Session
	After a long day of learning, benchmarking, and planning, unwind and mingle with your peers.

TIME	AGENDA
09:00	Welcome Speech & Opening Remarks by Conference Producer

Future Travel Experience Keynote
09:15	Meeting The Higher Future Demands Of Private Premium Customers: Recent Experience And Case Study From A Private Jet Company
	Rick Pegus General Manager Navair Jets
Traveller Activity Based Modelling
09:45	Traveller Activity-Based Modelling For Intelligent Transport And Infrastructure Planning: A Case Study From Infrastructure Victoria
	Traditionally, strategic transport models in Victoria consider the characteristics of individual trips. Infrastructure Victoria is reinventing this approach with a new agent and activity-based model, which considers all journeys and activities taken by a person in a day. This shift in design thinking from the ‘trip’ to the ‘customer’ promises key advantages for transport operators, including better understanding into how passengers change travel habits to avoid congestion, how advancements in transport such as autonomous vehicles and mobility-and as-a-service might impact commuter behaviour, and more. See how Infrastructure Victoria is learning to optimize the passenger experience through realistic, evidence-based modelling in this session.

10:15	*Morning Refreshments & Networking Session*
Augmenting Passenger Experience With AR/VR
10:30	Designing Human-Centered Experience For Millions Of Passengers With Virtual Reality

11:00	Re-imagining Passenger Experience


11:30	Harnessing The Power Of Data Science To Unlock Customer Value
	Royston Lim General Manager Customer Strategy and Insights Virgin Australia
Connectivity And The Personalized Passenger Experience
12:00	How Singapore Airlines Re-Defined Passenger Experience With Mobile Apps That Personalizes Cabin Entertainment And Even Do Translation
	For Singapore Airlines, this new digital tool is the key to letting every passenger “co-create” his or her own trip. “The new app has features that enable users to personalise their own travel, such as customizing their own inflight entertainment playlist. Translation Assistant helps travellers better communicate with real-time translation between more than 100 languages. And an augmented reality Measure Your Baggage tool helps travellers determine if their cabin baggage is the appropriate size by simply scanning the bag via the app.

12:30	*Networking Luncheon*
13:30	United Airlines ’Award-Winning Passenger Experience For Inflight Accessible Entertainment System
	Corinne Streichert Senior Manager, Inflight Entertainment & Connectivity – Marketing United Airlines
14:00	Keeping Passengers From Feeling Bored: Using Gamifications And Connectivity To Augment Passenger Experience
	Bored passengers don’t do anyone any favours. Loyalty suffers, net promotor score is down, and ancillaries don’t hit targets. How do we ensure that every journey is an unforgettable experience? The solution can be unlocked by connectivity. Internet bandwidth will open up a whole new menu of business models that keep everyone happy, from the cabin to the airline boardroom. It’s time to rethink everything you thought you knew about the in-flight entertainment and monetisation experience and innovate how we connect content producers and IFEC platforms.

Optimizing Passenger Experience Through Design Thinking
14:30	Re-Imagining Passenger Experience Through Design Thinking: Insights From Transport For NSW’s Service Design Framework
	Addressing the complex issues that arise from catering to savvy modern travellers demands a combination of design thinking and agile approaches, and Transport for NSW is making this a reality through its Future Transport Digital Accelerator program. Using collaborative working in co-design teams, rapid ideation and time-boxed design sprints, Transport for NSW has created a proven framework for the delivery of smart, customer-focused solutions to today’s commuting challenges. See how this is done and how your teams can adopt similar methodologies in this session.
	Warwick Talbot Executive Director for Future Network Delivery Sydney Trains
15:00	*Afternoon Refreshment & Networking Session*
Enriching The Passenger Experience At Every Touch Point
15:30	Discovering The Latest Technologies That Will Impact Passenger Touchpoints

16:00	Exploring Wynyard Station’s $100 Million Transformation That Was Delivered With Passenger Experience At The Heart Of The Design Process
	Sudath Amaratunga Rail Project Strategist Transport for NSW
Designing An Inclusive Passenger Experience For Physically Disabled
16:30	Designing Inclusive Attitude To Create An Onboard Experience That Works For Customers With Disabilities (Mobility, Visual & Hearing Impairments)
	Downer, a leading provider of integrated services across assets, infrastructure and facilities in Australia and New Zealand, transformed its field service management with a platform-based solution enabled by AI and Machine Learning to schedule and assign maintenance work, covering the whole work order and job management process. Cases are created in field service, jobs are matched to workers based on skills, availability, location and previous jobs, and booked. Workers are messaged with the jobs, and receive all the information they need – including compliance checklists, work orders, schedules and locations – direct to their mobile device. The project has been able to deliver success with strong collaborative practices.
	Emilie van de Graaff Director, Passenger and Network Innovation Yarra Trams
17:00	Queensland Airport’s Enhancing Passenger Experience Case Study

17:20	Closing Remark by Conference Chairperson