CHAIRMAN'S WELCOME:

Professor Dimitrios Buhalis, Deputy Director, International Centre for Tourism and Hospitality Research, Bournemouth University

9:00 Presentations And Panel

Find Out Which Loyalty Marketing Trends And Innovations Are Fuelling Increased Customer Retention

• The customer centric world is evolving all the time. Are such concepts as Customer Experience Management (CEM) and Customer Managed Relationships (CMR) reflected in your approach to the customer? Where are we heading now?
• Hear what impact Web 2.0 can have on your CRM process. Should loyalty marketers able to build virtual communities that interact via a branded platform? Hear the latest thinking on how to build loyal communities through enabling social networks.
• Will user generated content (USG) eventually impact customer loyalty and retention? Should monitoring sites with reviews be included in CRM?
• New opportunities to create loyalty are emerging via mobile marketing. Get up to speed on the growing trends including mobile mapping capabilities, mobile search engines and mobile advertising

• Rob McDonald, Director of Customer Loyalty - UK/Europe/Middle East/Africa, Hilton Hotels Corporation
• David Oliver, Head of Marketing Programmes, Hertz Europe
• Ranjan Singh, Co-founder & CEO, isango!
• Peter Wray, Chairman and Founder, loyaltymatters.com and CM4P

10:30 COFFEE & NETWORKING

11:00 KEYNOTE STRATEGY DEBATE (PLENARY SESSION)

Monetising Web 2.0 - Who now controls your customer's online buying behaviour?

• The way your customer interacts with the web is changing. How can you continue to reach and influence online travelers in a dynamic, user led web 2.0 environment?
• Social media as a distribution channel - how big can it get?
• Which companies are set to control your customers and how do you need to work with them to ensure that you get your message to these fast growing, influential audiences?
• As your customers communicate with each other in increasing frequency and numbers online, how do you become part of this dialogue?
• Will search advertising retain its dominance over online advertising spend, or should you be diverting your resources into the viral advertising strategies associated with social media sites? Social distribution - are trusted referrals, viral campaigns, widgets and social media applications really the future of web distribution or just passing fads?
• When things get nasty - how do you deal with negative publicity on the Web and ensure one angry customer doesn't ruin your brand?

• Daniel Robb, Head of Travel, Google UK
• Ian McCaig, CEO, lastminute.com
• Richard Lewis, Industry Expert
• Tom Griffiths, Founder, gapyear.com
• Blake Chandlee, UK Director, Facebook

12:45 - 14:00 LUNCH & NETWORKING

14:00 Presentations And Panel Discussion 2:

How Well Do You Know Your Customer? The Benefits Of A Complete Customer View And Smart Segmentation Revealed

• Integrating data across the organization for most companies is very challenging. Find out why it is so crucial to have a 360-degree view of your customer and how to successfully achieve it.
• Does your website address different customer groups? Learn how other companies successfully segment online.
• Hear expert tips on keeping customer profiles updated easily. How can you provide your customers with easy-to access ways to update and maintain their own preferences?
• How can CRM differentiate your business? Find out how to successfully manage customer experiences for different customer profiles.
• What are the practical challenges when designing and implementing a more personalized approach?
• How do you measure the impact of providing an "experience" compared to simply providing a service? How effectively are companies measuring the customer experience? Hear about best practices.
• What is the secret of developing true one-to-one relationships and customer experiences across a varied customer base?

• Mauro Beretta, Director CRM & Web Development, Alitalia
• Chris Fradin, Director of Marketing EMEA, Preferred Hotel Group
• Gwen Raez, Group Product Manager, Visit Scotland
• Daniel Dunleavy, Director, Tourism, Hospitality & Leisure Practice, Deloitte

15:30 COFFEE & NETWORKING

16:00 Presentations And Panel Discussion 3:

How Can You Maximise CRM Opportunities Throughout Your Company?

• Where does really CRM fit in your organization and who is responsible for managing whole CRM process? Who should be?
• What organizational structure and mindset do you need to enable an effective CRM strategy? Who is involved, what skill-sets and competencies are required at an executive level and beyond?
• How can you buy-in for your CRM strategy? Address the needs of stakeholders from bottom to the very top.
• Learn why it so important to build a cross functional team and who needs to be involved for maximum results.
• Why it is so important to implement service culture training at all levels of the company. How to create the right environment to deliver brand promise.
• Learn how to empower front -desk employees to make good company decisions that also benefit customers.
• What are the most common pitfalls? What do you need to do differently to ensure your company CRM initiatives work?

• Tony Milsom, eCommerce Director, RCI Europe
• Vicky Elliot, Director of Marketing Services, Global Hotel Alliance
• Sam Samrai, CRM Manager, National Express

17:30 CHAIRMAN'S SUMMARY AND END OF DAY ONE

DAY TWO: WEDNESDAY 21ST MAY, 2008

9:00 Presentations And Panel:

Discover How To Manage Your eCRM Initiatives In The World Of Internet-Based Loyalty

• When customers experience problems with your website you run the risk of losing them. How can you make sure that your website is always current, informative and user friendly?
• Learn how to make branding interaction a positive experience for every online user.
• Find out why you should address customer segmentation issues and personalize the customer website experience.
• How important is it to personalize all electronic customer communications?
• Is your website capturing customer data to feed your CRM initiatives? If not, why not?
• Keeping customers on your website. Discover how to "own" the customer throughout the travel planning and decision- making cycle.
• How should your website operate? Find out which cutting edge features are available to create an excellent online travel planning and booking experience?
• Find out how to get the most from your online marketing via personalized, targeted e-mail campaigns

• Xavier Vallée, Head of Marketing and Partnerships, AVIS Rent A Car UK
• Francesca Ecsery , General Manager UK, Cheapflights
• Michael Rhodes, eCommerce Manager, Leger Holidays
• Dan Martin, Head of Analysis and Research, AIRMILES
• Steve O'Keefe, Sales Manager, RightNow Technologies

10:30 COFFEE & NETWORKING

11:00 KEYNOTE STRATEGY DEBATE (PLENARY SESSION)

Where to invest - and on what? Which travel products will be making the money next year and how will you be selling them?

Arrival of OTAs, the LCC revolution, Direct 2 consumer bookings, the evolution of search - all have rocked the industry and shifted the balance of power within the travel supply chain. Over the next 12 months, what are travel leaders looking at investing in and who are they looking to partner with?

• What products will sell next year? Who will you need to sell them?
• What is going to be the next big change in travel distribution - and how do you prepare for it?
• Recruitment and retention. As competition for talented employees hots up in the global marketplace, how can you ensure you have the right people on board to exploit these changes?
• How is the ongoing instability of the US economy likely to affect our business in 2008-09? What should you be doing now to protect your company against a downturn?
• Is scale the key to success? If so, will the high level consolidations witnessed in 2007 continue in 2008?
• Research is pointing to a drop in revenue from online travel in the US for the first time. Is Europe likely to follow this trend? Will we really see a dramatic resurgence of the high street travel agent?
• Where is man in charge of the fastest growing privately owned travel company (boasting 284.23% annual sales growth) going to invest in 2008?

• Glenn Fogel, MD International, Priceline
• Brian Pratt, VP e-Commerce EMEA, Starwood
• Paul Furner, MD, Travel Republic

12:45 - 14:00 LUNCH & NETWORKING

14:00 Presentations And Panel:

How To Use Data And Data Analytics To Maximise The Impact Of Your CRM Strategy And Enhance Your Customer Experience

• Is CRM fundamentally a business philosophy or technology system? Does your CRM system over-rely on technology?
• What data is available that can improve your relationship with your customers?
• How can you use CRM data is to leverage marketing strategies?
• Hear how to transform warehoused data into human interaction with customers
• What are the challenges in implementing new CRM technology?
• What tools do you need to analyze and segment your customer data effectively?
• How can customer and program analytics help you better understand your customers and execute your marketing campaigns accordingly?
• How can you use data to drive CRM efforts both analytically and operationally?

• Thorsten Purkus, Director of Marketing Analytics - Europe, Africa & Middle East, Hyatt International Hotels & Resorts
• Jerome Touze, Co-Founder & Co-CEO, WAYN.com
• Sotiris Damianos, Sales & Marketing Director, Hotelopia

15:30 COFFEE & NETWORKING

16:00 Interactive Workshop

8 Steps to Convert Lookers into Bookers

• What stage is your online customer experience strategy at?
• What do you need to implement to improve your customer experience?
• Learn how to get quick results
• How to control the operating costs of improving your customer experience
• Case Study examples

• Steve O'Keefe, Sales Manager, RightNow Technologies

17:45 END OF CONFERENCE