Interview with Rick Belliotti, Director of Innovation and Customer Experience Design, San Diego County Regional Airport Authority
What You'll Learn:
Rick Belliotti began his career as a software developer at Motorola before joining The San Diego County Regional Airport Authority as the Director of Innovation and Customer Experience. We talk about Rick's journey and using IT to bring fresh ideas to the airport industry.
We dive into
- The innovation lab and the mission of providing a better experience for his customers at San Diego International Airport.
- Using KPIs and data analytics metrics to make sense of the data and improve the customer experience and make San Diego International Airport a "magical experience" for its customers.
- How Rick's Team has launched 3 Innovator Batches to date, testing and implementing various technologies such as airport indoor navigation, stronger use of mobile apps/techs, and assisted parking.
- The Nashville Airport setting the pace from a people, architecture, and technology view. Rick's goal as the Director of Innovation and Customer Experience is to bring this same experience to San Diego.
- Rick also enjoys seeing autonomous robots in airports and would like to see more airport innovations in the next five years.
Connect with Rick: https://www.linkedin.com/in/rickbelliotti/
Sponsor: Nagarro Public Sector
Nagarro excels at helping senior technology leaders in digital disruption from Cloud, AI, Big Data, and digital product engineering to system integration work across platforms. Check out https:/
0:00 - Intro
1:16 - Rick’s journey from software developer to airport innovation director.
4:16 - Moving into the customer experience world
7:14 - Innovation & improving customer experience
12:03 - Data Analytics
14:01 - Creating magical customer experiences
19:46 - The first batch of innovations: parking solutions and customer experience. The second batch: children’s interactive play areas.
22:51 - The most exciting part of working at the San Diego International Airport
27:48 - What’s next for assisted parking at airports
30:38 - Favorite example of an airport delivering a holistic customer experience
35:13 - Airport innovation in the next five years
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