Conference Agenda 

This year’s agenda coveres 3 key issues including customer experience, engagement strategy and partneship models to help travel brands work together to create a seamless customer journey.   

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Partnerships that will change the way we serve the travel consumer
  • Make the most of partnerships: Hear how travel companies like Ryan Air are working on partnerships and data sharing to build on their service offering
  • Airlines are pushing direct sales to their customers to build richer partnerships and loyalty, by offering better online deals for seat allocation, upgrades and lounge access all available on their portal
  • Joining forces with taxi companies, car rentals, hotels and banks to offer their customer the best service to keep them returning
  • Managing data privacy and who gets what is crucial to the partnership – see how this is managed and what data is exchanged. Are there any benchmarks?

John Hurley, Chief Technology Officer, Ryanair

Airports: working with the eco-system to create this seamless journey
  • Hear how digital airports with facial recognition tech, open APIs to integrate with the rest of the eco-system and beacon fitted terminals are changing the customer journey?
  • Explore how airports are using indoor mapping services to help passengers with their journey but also manage passenger traffic in terminals as well as upsell services to generate revenue for the airport and their retail partners
  • Discuss how airports are partnering with their local airlines and others to develop and offer better services to their passengers - quicker check in, apps, Wi-Fi, loyalty programs to build engagement and provide relevant information

Daniel van den Dries, Manager Digital Airport Transformation, Schiphol Group 
Guy Stephenson, Chief Commercial Officer, Gatwick Airport 
Stephen Glenfield, Head of Digital, Heathrow

Learn How to Provide an Exceptional, Seamlessly Connected Consumer Experience

Delighting customers with a seamless and exceptional digital experience is now critical to business success. Customers are device agnostic and expect a great experience no matter what device they engage on.

As technology is getting more powerful, accessible and cheaper, much of the innovation is now focused on getting this tech to communicate to work for customers and transform the travel experience.

  • Focus on User Experience – what key features are consumers looking for? Are you meeting the demands of your consumers better than your competitors?
  • Consider all customer touchpoints across the journey– feedback, reviews, social media and more. Where can you add most value to your brand?
  • See how IoT is enabling companies to collect and integrate large data sets from different sources to personalise traveller experiences
  • Learn how data from these connections is helping marketers deliver more personalised campaigns to engage the customer and improve the travel experience to build loyal users

Alan Friggieri, Digital Director, The Hoxton Hotel Group

Position Your Mobile Strategy for Success

Mobile is being used more and more every year see how you can build a communication and omni channel marketing strategy with mobile, desktop, and other platforms integrating into each

How can hoteliers and airlines, restrained by cumbersome operational and IT structures, compete with the nimbler digital native brands?

  • Payment models are changing, see how you can make this easier for the consumer, with one click, bio-metrics payments and wearables all being used
  • Mobile has changed the way people receive marketing – discuss the use of real time in the moment marketing and chat boxes. How do we see text based communication shaping the way we communicate with brands?
  • See how app to app conversation or built in APIs can keep the consumer on one app till the very end making their experience a lot easier. What is the best solution to maintain your USP?

Geneviève Materne, Director Of Distribution Strategy EMEA, Starwood Hotels and Resorts Worldwide
Carlos Sánchez, Sr. Manager Big Data Analytics, Product Innovation, Carlson Wagonlit Travel
Breffni Horgan, Head of Product and Design, Hostelworld

Ground Transportation – Car, Rentals, OEMs, Taxi and P2P Car providers coming together

Get an update from leading taxi, car rental, P2P car clubs, public transport and car sharing to see how they are building their brand presence and customer portfolios by leveraging mobile and building partnerships.

Discuss how they complement the larger network of airlines and rail. Hear what partnerships are in place and how they are developing app to app conversations between themselves and other verticals to make it one step simpler for the customer.

Paul Cumins, Business Development Manager, Car Hire, Skyscanner 
Remo Gerber, CEO UK and Western Europe, Gett Taxi 
David Litwak, CEO, Mozio 

Alex Dent, Business Development Director, BlaBla Car

Tech Friendly Hotels to Push Customer Engagement

We already have them monitoring guest traffic flows, providing personalised stays, so let’s hear from some of the world’s most tech friendly hotels what the benefits to them and their consumers are.

  • Technology moves very quickly from wearables to biometric payments to even robotics and virtual reality finding a spot. Keeping up to speed with this innovation can be tricky. Learn from hotels what they are looking to invest in and why?
  • What digital tools have hotels benefitted from? Hear how data sharing and creating bespoke packages for consumers has built the consumer experience to better engage new and loyal users
  • How are different hotels investing in IoT, from budget hotels to large chains, what are the tools that work best to deliver value to the customer?
  • Discuss partnerships between hotels and the broader travel verticals like airlines, care hire, restaurants and more to build that seamless travel experience for the customer

Speakers to be confirmed soon- for updates:

What Next for Loyalty? Inspire New and Existing Travel Customers

The new generation of consumers don’t value your brands, they want unique experiences.

Re-evaluate what makes a customer loyal. Understand how to structure and really sell your product by creating marketing that plays to the expectations of the connected traveler.

  • Discuss the need for better use of CRM systems and data analytics tools to build customer profiles and segments to target the right user with the right offerings
  • Assess the importance of a brand to build a relationship with customers to get them coming back to their brand and recommending it through social media and review portals
  • Brand management – discuss the importance of managing your brand in times of crisis and turning complaining customers around to use your brand again

Jouni Oksanen, SVP Ecommerce Sales & Marketing, airBaltic

The Rise of the Chief Customer Officer

For organisations to deliver exceptional customer experiences, considerable organisational change might be necessary.

People, processes, systems and culture – What is the role of a Chief Customer Officer? Are we likely to see every organisation deploy one?

Alex Mead, Chief Customer Officer,

Trend Alert: Are Messaging technology & Chatbots the new game changer?

Consumers are shifting their digital focus from social media to customers using instant messaging apps such as Facebook Messenger and WhatsApp. Messaging technology is seen as the next big battle ground for the customer. But where should you invest?

  • Learn how to move the fastest and create the most service-oriented solutions around bookings to claim mobile-first advantages
  • Employ technology in tandem with a consumer-base desire for one-to-one text interactions combined with live support via the mobile screen
  • What are the pro’s and con’s of Chatbots?

Michael Mrini, Director of Information technology, Edwardian Hotels

Get the 2017 Brochure Here
Effective Customer Engagement to Create a Compelling Brand Story

How well do you know your customer? How well do you know your competitor’s customers?

Hear ways in which travel brands have successfully used the customer’s data footprint at their disposal to provide a better customer experience and build a compelling brand story to build repeat stays.

  • Understand the importance of micro-moments to capitalise on new opportunities to engage customers
  • Uncover little known crucial engagement metrics to help understand long term customer relationships
  • As more travel companies look to redefine their offerings around the lifestyle brand concept, often with limited resources, what strategies will they use to grow and thrive?
  • Learn how to create a story around your product that drives emotion and engagement

Jeremy Ellis, Director of Marketing and Consumer Experience, TUI

Apps and API in Travel – Create Useful and Functional Apps that Travelers Want to Use

Smartphone usage is constantly increasing and with easier access to data on the go there has been an increasing demand for travel related mobile apps. Estimates say business travel is a 1.12 trillion global opportunities for apps and services.

Deliberate what to include in App, how to position it and how to balance providing information for consumers vs. selling to them - keeping usage rates up and uninstalls low

  • Explore the key trends in mobile app design and how consumers interact with their mobile phones in 2016
  • Debate where apps should be positioned in your distribution strategy, from pre-booking to post-trip, and how best to roll out
  • Learn about the leading APIs for the travel industry like Uber having integrated with Google Map, Transit App and Trip Advisor or Skyscanner who is one of the few who has provided access to its API to developers for free
Implement Change with the Tools You Have: Coping with Legacy Systems

This session focuses on the need to have an umbrella vision on what tools you have that work and what you need to invest in without jumping on the wagon.

  • Work out how to simplify your processes for your customer, help them make the fun decisions. Deliver clearer messages and make sure systems are better linked internally to offer this seamless experience
  • With tech savvy travel brands connecting buyers and sellers and developing mobile first solutions that compete with traditional brands it’s important that you find solutions to maintain your traditional model but adapt to the times

Speakers to be confirmed soon- for updates:

Turning Information into Action and Integration

According to a recent report, the travel industry is leading the way in IoT implementation, with average spending per company reaching $128 million in 2015.

This session debates the need for actionable data, partnerships, breaking down silos, inter and intra company communication, multichannel communication to make sure you are delivering the best experience to your customer.

  • Connecting smart devices, systems, process and people with new tech, is streamlining the back end operations of airlines, hotels, resorts, cruise lines, ground transportation and railway fleets
  • Multichannel needs to be integrated, customers like to contact travel brands through their channel of choice. See how brands are using data and tech to develop cross platform interaction with their users

Stephanie Jarzemsky, UK Sales Lead, Google Analytics 360 Suite, Google 

Make Payments Work for You

The necessity for payments to be seamless in travel transactions has always been crucial, now with mobile, online and offline there’s more ways to pay. Get an update on how brands are managing this.

  • Mobile payments gaining popularity across travel platforms, learn what works and why? Discuss different countries payment models
  • With the growth of ApplePay will we be seeing more payments made via mobile and what benefits and data collection will this offer to travel brands?
  • How are brands changing their payment systems to create the best customer experience from the search to the actual booking process and the 7 payment stages
  • Learn ways in which you can maximise bookings with the right payment process, hear how you can reduce abandoned bookings and increase repeat business with the right CRM tools
Pre, On and Post Trip – Build your Data and Boost Ancillary Revenue

From the get go today you can interact and communicate with your travellers. From booking, car hire to leg room and tour suggestions.

On Trip you have the chance to communicate with restaurant suggestions, activities that you can sell to the consumer (discuss shared commissions and revenue structures). It’s all about creating that personalised service and giving the customer what they want on one search portal be it an app or website.

Once back, it’s not over yet. It’s your chance to get feedback, request reviews and engage with the consumer to be an ambassador for your brand. Learn from the experts how.

Joe Franelli, Marketing Director, CarTrawler 

On Trip Entertainment for the Connected Traveller

Travel is shifting from a seller to a buyers’ market. Consumers are more connected with mobile and spontaneous. The on-trip and in-destination suppliers (including restaurants, tours and activities, taxis) now have their inventory into comprehensive and connected databases that can capitalise on the growing interest from GDS’s, leading OTAs, hoteliers and other growing travel brands that want to offer more to their consumers than just a room or air ticket.

Learn how different brands are capitalising on, on-trip ancillary services such as tours, trips, dining and more to boost revenue for their brand and partner as well as build on the customer journey.

Fernando Santos, Director of Business Development EMEA & LATAM, Viator

Spotlight on Millennials: What will the Connected Traveller of Tomorrow Want?

VR (virtual reality), robotics biometric payments and the next generation of wearables are already here. What will the connected traveller see as a necessity or a novelty to make that trip or choose your brand

The automated experience. Hear feedback on how automatic, check-in, payment, and check-out can boost efficiency of your brand, do we think we still need the human touch?

What’s really driving the behaviour of millennials? Explore the myths and contradictions.

How are marketers adapting their strategies to cater to this age group?

Daniel Wishnia, Digital Marketing Director, GCH Hotels GmbH

Travel Path to Purchase in a Multi-Screen World

In this session we learn how the growth of mobile has changed the way people travel and plan their journeys. Learn more about the role of mobile in a multi-screen world.

  • Gain insights on what you need to be doing to connect with your customers through the purchase journey to get them to engage and spend more with you
  • Mobilise your resources to connect with travelers and reach them in places they’re spending their time and on the device they use most
  • Focus on repeat travelers with customized information across all screens whether it’s an app or on a mobile site

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If you are interested in The Connected Traveller Europe 2016 please contact me on the below details:

Shreya Ganapathy

Shreya Ganapathy

Global Conference Director
+1800 814 3459 x7150 (US)
+44 (0) 207 375 7150 (Global)

2016 Sponsors & Exhibitors


  • Relay42

Support Partners

  • CXM
  • eTurbo News
  • HospitalityUpgrade
  • HotelMarketing