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2018 Conference Agenda - September 25-26

Tue Sep 25	Time	Event	Who	Topic
	0830 - 0915	Registration	For those who did not join us for the APEX & IFSA sessions on Monday

	0915 - 0930	Opening	Kavita Sharma al-Jassim Gulf Air WACRA Chair
	0930 - 1030	Guest Speaker	Joshua March CEO & Founder Conversocial	Author of the book "Message Me", founder and CEO of Conversocial Joshua March on why messaging is the way forward in customer care.
	1030 - 1045	Break
	1045 - 1130	Keynote Speaker	Dr Joe Leader CEO APEX & IFSA	How artificial intelligence and one-to-one customer management will transform how airlines will interact with passengers in the next five years.
	1130 - 1230	Guest Speaker	Leslie O'Flahavan Principal of E-write	No More "Nonpologies" How to Apologize to Passengers Sincerely and Effectively
	1230 - 1330	Lunch
	1330 - 1430	Guest Speakers	Doug Smith Chief Dispute Resolution Officer Caitlin Hurcomb Manager, Regulatory Affairs Canadian Transportation Agency	An update from the Canadian Transportation Agency on consumer regulations and their complaints process. A great opportunity to ask questions and to make lasting relationships with Canada's regulators.
	1430 - 1530	Guest Speaker	Annette Hernandez Senior Manager, Social Customer Experience American Airlines	Customer Service in a Social Media Driven World So much has changed in the last decade – especially with the introduction of social media. We’ll explore how American Airlines’ manages sensitive issues and takes care of customers one tweet at a time.
	1530 - 1545	Break
	1545 - 1645	Guest speaker	Livaughn Chapman and Kimberly Graber US DOT	An update from the US Department of Transportation. A customer advocacy discussion, a great opportunity to ask questions and to make lasting relationships with regulators from the US.
	1645 - 1700	Close out
	1700 -	Evening Event	For those wishing to attend.	Details TBA. Don't forget your jacket in case it gets cold.

Wed Sep 26	Time	Event	Who	Topic
	0830 - 0930	Key Note Session	Charlie Leocha President, Travelers United	An interactive session with consumer advocate Charlie Leocha, author of the book Travel Rights, and has appeared on hundreds of radio stations and TV programs representing the consumer interests. Charlie also sits on the Department of Transportation’s Advisory Committee for Aviation Consumer Protections.
	0930 - 1015	Guest Speaker	Unicoaero	Advances in baggage technology and mishandled baggage recovery.
	1015 - 1030	Break
	1030 - 1130	Guest Speaker	Laura Mandile Director of Customer Care, BRC and Social Media, United	Hear from Laura on the learnings from the merging of United Customer Care, BRC & Social Media teams.
	1130 - 1215	Guest Speaker	Chaitan Jain IATA	Join us to get an update from Chaitan on global regulations from an IATA perspective. What's new and just around the corner including EU 261.
	1215 - 1300	Lunch
	1300 - 1400	Guest Speaker	David Johnston TSA	For over a decade, consumers have used social media as both a stage to sing the praises of brands and a venue to express their grievances. As a result, brands have launched social care programs to engage with this vocal audience. But not all customer care experiences are the same. What does it take to develop a class-leading social care program? In this session, we will dig into the key components of social care, and discuss how to respond when things go right… and when they go wrong. Also, we’ll address the ABC’s that can make the difference for a successful social care program
	1400 - 1415	Break
	1415 - 1500	Guest Speaker	Leslie O'Flahavan Principal of E-write	Handling Appeals: How to Say No Without Angering the Customer or Embarrassing Your Airline
	1500 - 1545	Guest Speaker	Chaitan Jain IATA	Something to ponder when you leave WACRA 2018: Where is the industry going? looking at trends in aviation between now and 2035 with a focus on customer-related topics.
	1545 - 1600	Close out

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