November 19, 2013 · 5:30 PM
Networking: 5:30pm to 6pm (VFS)
Event start: 6pm sharp (note that doors will lock after 6pm) to 7:30pm (VFS)
Since 1992, Vancouver Airport Authority has evolved YVR with the end user experience in mind. Attention to design details creates a sense of place for customers throughout the airport. Airport processes are developed with use cases and personas to help get it right for all customers. With almost 18 million customers annually there is always opportunity to evaluate and improve the experience. Steve will present the principles behind the customer centric design at YVR and how that translates into award winning customer experience and revenue.
Steve Hankinson is the Vice President Operations at the Vancouver Airport Authority.
He joined the Vancouver Airport Authority in 2007 as Director, Customer Care & Security. As VP, Operations & IT, his responsibilities include Security & Emergency Planning, Aviation Operations, Terminal Operations, Customer Care, and IT.
We are going to be charging everyone $5 to attend the event. (we will run it at zero profit).
A big thank you to our location sponsor!
A huge thank you to VFS for hosting us. They have been incredible to work with and we appreciate their support!