Craig Stark is a co-Founder and Managing Partner of AirGate Solutions (on Twitter, @airgatesolution @socialmediawave) and is responsible for developing and deploying client strategic and architectural blueprints pertaining to customer engagement strategy and the deployment of web 2.0 platforms and technologies. Craig is Managing Director of Change Impetus Group Inc. a mid market consultancy offering Lean Start up Consulting and Services. Craig’s extensive experience in business development includes direct sales, channel partner and distribution sales, partner marketing and M+A experience. His latest roles as business development manager were with start ups such as eCommerce Inc. and sales/territory manager for large corporations such as Banyan Systems, Microsoft, 3Com and Bell Canada. He has worked in the high technology marketplace with experience in manufacturing, distribution, insurance, accounting, telecommunications and media sectors. Craig is a Certified Engineering Technologist in Electronics Engineering and has many years of professional development with certifications in sales, marketing and business from the University of Ottawa, Canada. Craig is a hands on web 2.0 developer and has experience with all web 2.0 and social media platforms including Location Based Marketing Services.
Pauline Hoogervorst is Director, Customer Service Solutions with AirGate Solutions. She is a Dutch management professional with more than 30 years experience working in the airline industry. She worked on different levels within several airlines and has knowledge of daily operations as well as senior management in airlines such as; Singapore Airlines, Air Florida, Trans World Airlines and Transavia airlines (subsidiary of Air France & KLM). With Transavia she was employed for more than 20 years and filled a variety of commercial and operational management positions. Besides this she professionalized in Project and Change Management and managed many turnaround and implementation projects due to strategic changes of the airline(from traditional charter airline to a charter & scheduled airline, and later the turnaround to the low cost carrier business model operating both scheduled and charter services). The Customer Management area has been the main focus during her career and she experienced this from both Operational and Commercial sides. This also gave her the opportunity to understand the gap between the "Marketing Promise" and the "Customer Experience". Her motivation and drive is to support the aviation industry to change their organizations to become customer-centric with a service delivery that fits their brand promise.
Robert Smallback is the CEO of RCSC-Group, Inc. a consultant group located in Florida specializing in airport application systems integration and security. He is the former Director of Technology at Regional Southwest Florida Airport in Fort Myers, Florida. Over the past 35 years, Bob has held critical roles in developing systems to meet real world challenges. He has over 18 years experience in airport information technology, security and telecommunications systems. With his latest project, he was lead systems integration analyst for Saudi Arabia’s 27 airports, as part of their airports modernization program. The project involved perimeter, terminal and screening security, data networks, telecommunications and application systems. He continues to provide his consultancy services to clients with projects such as identifying technology business opportunities in new markets. He has worked with airline IT staffs such as, American, Delta, Continental, Sprint, Air Canada, US Airways, United and Jet Blue. His airport assignments include Orlando, Tampa, Miami, Los Angeles; Jeddah, Riyadh, Dammam, Medina, Abha, Jizan, Ta’if and several UK and European airports. Bob graduated from Troy State University in Alabama with a Bachelor of Science degree, business administration and computer science. Bob has served 3 years as AAAE Chairman of the New Technology Committee. He is a frequent speaker at conferences and workshops on the subject of IT integration, business applications, and airport security. He was a contributor to the TAS Airport Security Guidelines initial printing and new revision. He has published articles associated with aviation challenges offering common sense solutions in such publications as Passenger Terminal World.
Don Hiser is Director, Consulting Services with AirGate Solutions. He has over 20 years of experience in the global travel and hospitality technology industry, and is an expert in travel industry IT and Business Process outsourcing, leading major initial industry projects for strategic outsourcing of telecommunications, technology distribution, IT development, and professional services. Don has held key director roles with organizations such as American Airlines, Sabre, SITA, and Oracle, providing business development, new product introduction and consulting to major airlines such as American, United/Continental, Delta, Southwest, TACA/Avianca, Singapore, and Alitalia, along with major GDS’s such as Sabre, Amadeus, Galileo/Worldspan and Abacus, and other travel support companies in North/Latin America, Europe, and Asia/Pacific. As CMO for a start-up company providing travel mobile infrastructure development, he has provided support to the airline industry’s non-profit organization for the promotion of XML as the optimal electronic messaging structure and has helped develop forecasting tools for a recognized leader in airport and aviation forecasting. Don holds a BSBA in Management Science/Logistics and an MBA with focus on finance from the University of Tulsa and has spoken at industry conferences and workshops on travel industry subjects such as “Mobile Infrastructure Integration and the Airline”, “Medical Tourism and the Travel Agency, and “The Future of Outsourcing in the Global Travel Industry”.
Peter G Wray is the founding Director and Chairman of loyaltymatters.com and CM4P. He has extensive experience in the design, development, project management, launch and profitable operation of global Customer Loyalty and Insight Management Programs. He is regarded as a global expert on best practice customer loyalty marketing initiatives having worked for, or with, many of the world’s leading exponents. Peter’s senior executive assignments are global gaining extensive international experience in the strategic development and operational implementation in the area of customer loyalty programs. He launched the first plastic card based customer loyalty program in the UK market (Premier Points) and has worked with many leading large scale European Loyalty Schemes. Major client projects have been undertaken across Aviation, Grocery/General Retailing, Financial Services/Banking, Leisure Retailing, downstream Oil Retailing, Sports marketing, Environmental and Charitable organizations. He was the initial strategic consultant to the Loyalty Partner ‘payback’ programme in Germany that is now the largest independent coalition loyalty program globally, he has worked with Boots Advantage Card, Tesco Clubcard and Argos Business Solutions in the highly developed UK market for loyalty programs, he has also provided loyalty marketing consulting to Jumeirah International hotel group (operators of the 7* Burj al Arab in Dubai). Recent commissions have involved the Premium club scheme in Poland, the Malina coalition scheme in Russia and a feasibility study for a large mobile operator in India. Peter is a frequent speaker at conferences and workshops on the subject of loyalty and relationship marketing and a regular contributor to specialist media on the subject of customer loyalty.
Ron Verweij is a Service Designer and Mobile Entrepeneur, based in Amsterdam. Ron has more than 15 years experience in projects involving retail, mobile, airports and airlines. As Service Designer, Ron has worked on key projects for Schiphol Airport, KLM and Transavia, including the creation of the Bagdrop Self-service Drop Off concept. This project was the first Service Design project in the airport and airline industry based on the 'Customer Journey'. As Mobile Entrepreneur, Ron co-founded a Mobile Boarding Card technology startup and 2 other Mobile Service and Technology startups. Targeted on the mobile channel Ron developed mobile concepts for the airline industry based on Customer Journey insights. Ron is winner of the international highly acclaimed Red Dot-en iF Design Awards in 2009 and the Ericsson Mobile Application Award in 2004. He is often a speaker at conferences and workshops on the subject of customer service design.
Robert Cook is the co-Founder and member of the Advisory Board of AirGate Solutions. He has over 20 years experience in the aviation industry, in which he was actively involved in new business development, consultancy and ancillary revenue activities. Over the past 30 years, Robert has held key senior roles with global organizations such as GE, Westinghouse, AT&T, Northrop Grumman, SITA and BT Global Services. He founded and currently serves as Chairman of Blackstone Gates, a consultancy, focused on business transformation and customer-centered strategies with projects ranging from customer experience management, revenue generation initiatives, ancillary airline revenues and airport retail. He has worked with airlines such as American, Delta, Continental and Alaska Airlines in the Americas; Korean, Qantas, Singapore and Thai in Asia-Pacific; and Air France, Alitalia, Czech and Emirates in EAME. His airport assignments include Toronto, Manchester, London Luton, Amsterdam, Dubai, Sydney, Singapore, Budapest and abertis Airports. Robert has served on the board of the CDLC, Fittings Inc., and Symbols Interactive Media. He also serves on a number of advisory boards of new ventures. Mr. Cook holds an Honors Bachelor of Science degree from Concordia University in Montreal, Canada. Robert is a frequent speaker at conferences and workshops on the subject of customer engagement in the aviation industry and a regular contributor to specialist media on the subject. He contributes a regular blog on industry issues at Forbes Wheels Up.
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