International Airport Summit 2024

Speakers

#IARSummit
The Steigenberger Airport Hotel Amsterdam

13th — 14th November 2024

Phil Malem

Phil Malem

CEO

+impact

+impact logo

Phil Malem is the CEO of +impact, Serco’s international advisory business, which aims to revolutionise the advisory industry by merging operational expertise with deep advisory insight. His unique approach leverages Serco’s frontline teams to deliver practical, user-centered solutions, ensuring high-quality advice at every project stage.

+impact specialises in aviation advisory services, which includes sustainable asset and facilities management and travel experience design. Notably, its teams have successfully transformed the guest experience and redesigned the customer journey at Dubai Airports, the busiest airport in the world. As a true example of its advise to operate model, Serco’s team on the ground now deliver hospitality and passenger processing services across key passenger touchpoints.

In addition to his role at +impact, Phil is also the CEO of Serco Middle East, a position he took over in April 2019. He has been instrumental in leading the business across the region, where it has been operating for over 60 years. Phil repositioned the business in alignment with a new strategy to successfully continue its growth trajectory and impact a better future, bringing national visions to life through supporting the visions of the UAE and Saudi Arabian leadership.

Phil’s vision has also led to the introduction of specialist sub-brands like ExperienceLab and Climatize, reflecting his dedication to enhancing human experiences while promoting environmental sustainability.

With over 25 years of diverse industry experience, Phil continues to drive +impact’s growth and success on the global stage whilst leading Serco Middle East along its growth trajectory.

Sponsored by
+impact logo
Fireside Chat

4.10 pm

From booking to boarding – creating seamless CX

Traditional airports organise in distinctive silos that separate the procurement, management and operations of the network infrastructure. Different stakeholders within the airport ‘own’ each of these systems and work to their individual ends to develop solutions that work within their silos of responsibility. However, this often leads to a fragmented airport experience and the nodes between each part of the passenger journey are not always as smooth as they could be. In order to promote a truly seamless airport experience, each department must be in constant collaboration with each other and always have the passenger at the heart of all their decisions. How can you:

  • Unify processes to make the passenger experience seamless?
  • Encourage cross-party communication and enforce a shared vision?
  • Truly understand what an ideal experience looks like for the different types of traveller, and design an experience that meets all their needs.
  • Take best practice inspiration from airports leading the way in CX?
Phil Malem with Impact logo
Phil Malem

CEO
+impact

Chris Woodroofe with MAG Manchester Airport logo
Chris Woodroofe

Managing Director
Manchester Airport (MAG)

Tijn Borms with Schiphol logo
Moderator: Tijn Borms

Director of Product
Amsterdam Airport Schipol