Florian Wimmer serves as Client Service Director at ISC-CX. Florian is an expert in Customer Experience (CX) measurement with 20 years of experience. He has spearheaded successful CX programs for leading brands such as McDonald’s, Avolta, Glovo, and many more across diverse industries.

Florian’s approach is rooted in a human-centric philosophy, ensuring that CX programs provide clear, positive guidelines for staff and long-term strategies for business excellence.

At ISC-CX, Florian focuses on implementing innovative solutions, always keeping the client’s perspective at the forefront to drive continual improvement and customer satisfaction.

PRESENTATION

Marcus Spahn is General Manager Commercial Non-Aero at MATARAT Holding, a strategic holding company overseeing a portfolio of 27 airports in the Kingdom of Saudi Arabia, including major hubs like Riyadh and Jeddah. With a career spanning three continents, Marcus has consistently driven commercial transformation, innovation and passenger experience across diverse airport environments.

Before joining MATARAT Holding, Marcus was an integral part of Munich Airport’s international team. He served as the CCO of Sofia Airport under Munich Airport’s management, where he was a key member of the Executive Board and also held the position of Executive Director of Sofia Airport Duty Free.

His significant contributions to the MENA region include several pivotal assignments, such as CCO for Munich Airport at Cairo International Airport. As Director Commercial at Hamad International Airport in Doha, he contributed to the airport’s positioning as a premier global gateway, achieving the distinction of being the first “Skytrax 5-Star Airport” in the region.

Additionally, Marcus played a vital role as Director Commercial at King Khaled International Airport in Riyadh under the management of Fraport, the operator of Frankfurt Airport. In Riyadh, he was responsible for all aero and non-aero revenue streams and pioneered the launch of Saudi Arabia’s first-ever duty free shop.

Marcus represents MATARAT Holding in MEADFA. He is also a constituent of ANARA, the non-aero sub-committee of ACI’s World Economics Standing Committee. At ANARA, he is a passionate member of the retail working group.

Alec Denby is the Global Head of Operational Excellence at Avolta AG in Switzerland. He brings over 16 years of extensive experience in the travel retail industry.

Prior to joining Avolta, Alec held prominent senior positions with Aer Rianta International in Russia, India & Egypt and served as General Manager for Flemingo Duty Free in Sri Lanka.

Since joining Avolta in 2014, Alec has spearheaded strategic group projects and integrations, consistently driving operational excellence and fostering a customer-centric approach across 73 countries and over 5,100 stores and restaurants.