2016 Agenda

Keynotes Distribution & RM Mobile & Marketing Spotlight On Customer Experience Analytics & Personalization

October 5th
6.30-8.00 Pre-registration drinks at the Palms

Day One: October 6th

**Timings subject to change**

7.00-8.30 Registration and morning refreshments
8.30-8.45 Introduction from EyeforTravel

Opening Keynotes

8.45-9.30 Opening Travel Industry Panel Discussion: Actively Prepare Your Brand for a World Where Customer Experience is the New Battleground

  • Learn how to differentiate your brand and stay relevant in the digital age
  • Debate how to survive in a world where the customer experience you provide is more important than the product you offer
  • In a price driven commoditized market discuss how to communicate and sell on value
  • Hear top tips on how to align all departments, from marketing to RM, to capitalize on digital disruption and achieve shared goals

Mandeep Grewal, Managing Director - Customer Experience, United Airlines
Dan Christian, Chief Digital Officer, The Travel Corporation
Scott Allard, Chief Information Officer, Allegiant Air

9.30-10.00 Panel Discussion: Insights into the Mergers & Acquisitions Which are Changing the Travel Industry

  • Gain an insight into different types of M&As and the rationale behind them
  • Explore the timeline and process that goes into an M&A before it is finalized
  • Insights for entrepreneurs: How do you position yourself and your start-up to be attractive to potential investors?
  • Predictions: Which M&As in the travel industry could be on the horizon?

Todd Henrich, SVP Corporate Development, Priceline
Ed Lang, Director - Corporate & Business Development, Tripadvisor
Roopak Pati, Co-Head of Travel Investment Banking, Needham & Company
Brian Harniman, Managing Director, Brand New Matter

10.00-10.30 Networking Coffee Break

10.30-11.00 Grow Your Travel Business by Understanding Global Market Trends

  • Hear cutting edge research on the current state of the online travel industry
  • Gain an insight into the international markets which are growing, where would be worth investment and how differing consumer trends should impact your product offering

Diego Dugatkin, EVP, Switchfly

11.00-12.30 Position Your Brand for Mobile Success

  • As travel brands increasingly see more traffic coming from mobile devices hear top tips on how to optimize for mobile first
  • Explore what barriers still exist in delivering a seamless mobile experience and how they can be overcome
  • How can travel brands convert traffic into transactions?
  • Discuss where travel companies should focus their attention with limited resources and if bookings are a truly representative method for determining budget allocation
  • Turn your brand into a travel companion: Discover how to use mobile to improve the customer experience throughout all stages of the trip

Bill Keen, VP Mobile Solutions & Digital Guest Experience, IHG
Mark Hollyhead, SVP - Americas, Egencia
Scott Bacon, VP BD, Miles Hospitality

12.30-2.00 Networking Lunch
Reserve your 2017 brochure
Interactive Lunchtime Workshop

1.15-1.45 Engage the Connected Traveler Across the Digital Ecosystem

Technology forces and sharing economies are creating new experiences and disrupting traditional business models. Competitors are emerging from unexpected quarters making existing strategies, that have been solid for years, irrelevant.

Join this workshop to know best practices and client success stories which show case the essential building blocks of a modern omni-channel customer experience ecosystem. This workshop will also help you:

  • Learn how to personalize customer experiences to win the hearts and wallets of today’s connected travelers
  • Explore how to minimize friction in customer experience and focus on personalized, omni-channel experiences tailored to each traveler’s journey
  • Discover how to harness data at scale to drive efficiency across traditional channels and create a new digital innovation foundation
  • Know how to exploit emerging channels to drive competitive advantage while increasing relevancy and reach with deeper engagement

Stay ahead of the disruption curve, employ advanced analytics and digital reinvention strategies to drive growth, and transform customer experiences that will enable you to win over the connected traveler.

Steve Chitwood, Senior Director, Digital Business, Mindtree

Distribution & RM
Mobile & Marketing
Spotlight On

2.00-3.00 Strategic Revenue Management: Increase Profitability Throughout Your Organization

  • Integrate RM into your company culture so all departments are working towards shared goals and maximizing revenues
  • Hear how you can adopt a holistic approach to driving profit, over top line revenue, to really add value to the bottom line
  • Own the booking and own the customer data – Explore how to work within your organization to increase direct bookings

Christen Garb, VP RM - Americas, Hyatt Hotels
Mark Molinari, Corporate VP - RM & e-Commerce, Las Vegas Sands

2.00-3.00 The Age of the Upgrade: Stay Relevant on Social Media

  • Hear key social media trends and how to market to the tech savvy, disloyal millennial while still engaging with core customer segments
  • Earned v paid media: As the lines between the two become increasingly blurred how do you develop a strategy which integrates the two and ensures you are reaching the right customers on the right channels?
  • The rise of Influencer Marketing: As word of mouth is recognized as the most powerful form of marketing discover how to incorporate influencers into your social media strategies

Christine Espinoza, Associate Director, Global Social & Digital Content Strategy, Starwood Hotels & Resorts

2.00-3.00 Spotlight on: Ground Transportation

  • Gain an insight into how consumer behavior is changing when it comes to ground transportation
  • The connected traveler: Explore how ground transportation is an additional ancillary revenue stream for travel brands and how these partnerships can provide a seamless travel experience for consumers
  • Discuss what localized content you can provide to enhance the on-trip travel experience
  • A digital transformation: Discover how ground transportation providers are using mobile and data to build customer trust
  • Leisure v corporate: How can ground transportation providers address the different needs of both?

Fraser Campbell, CEO, Wcities
Armin Jose Cruz, VP Parking Business Unit, DFW International Airport
Aron Korenblit, Partnerships & Strategic Development, Mozio

Distribution & RM
Mobile & Marketing
Spotlight On

3.00-4.00 Panel Discussion: The Key to Omni-Channel Distribution

  • As OTAs experiment with different business models explore how to develop a channel management strategy which overcomes the rising cost of guest acquisition
  • Understand the cost of acquisition of each channel in order to drive lower cost business and increase overall profitability
  • Driving traffic v online reputation v bookings: Balance the value each channel is providing to create maximum impact for your brand
  • Discover how to maximize your own channels to drive more direct bookings

Chadi Farhat, Chief Revenue Officer & Interim COO, Morgans Hotel Group
Kathleen Cullen, SVP Revenue & Distribution, Commune Hotels
Dan Wacksman, SVP Global Distribution, Outrigger Hotels & Resorts
James Gancos, CEO & Founder, The Guestbook
Utpal Kaul, Head of Global Tech Partnerships, BookingPal

3.00-4.00 The Secret Weapons of CMOs (and Future CMOs): Making Better Decisions and Proving Business Impact via Resource Allocation, Attribution and Identity

  • See how the world’s most successful CMOs are using the latest in attribution, identity and resource allocation 
  • Connect the dots between marketing and finance in a clear, transparent way
  • Use Connection Science to target better and change business results

Wes Nichols, SVP Commerce Strategy, Neustar
Panellist: Lisa Archambault, Director Digital Media, Caesars Entertainment

3.00-4.00 Spotlight on: Property Management Companies

  • Explore the role of property management companies in the hotel ecosystem in the digital age
  • Gain an insight into the impact of new supply and how brands can adapt their strategies accordingly
  • Explore how to stop brands operating in oversaturated markets
  • Discuss how to access data owned by brands in order to make better decisions

Lea Chapa, VP Sales & e-Commerce, Pillar Hotels & Resorts
Stephanie Box, VP Operations, Pillar Hotels & Resorts
Hadrian Fishel, Director Revenue Management, Pillar Hotels & Resorts

4.00-4.30 Networking Coffee Break
Distribution & RM
Mobile & Marketing
Spotlight On

4.30-5.15 Why Do They Pay That Way...For Holiday Packages

  • Discover payment insights from Worldpay’s new research survey of 12,000 travelers across 6 countries – China, India, USA, Australia, Germany and Brazil
  • Find out how demographic and cultural factors influence the way people pay for holiday packages and what you can do to optimise your payment strategy

Al Enes, Business Development Manager, Worldpay

4.30-5.15 Develop an Online Reputation Which Directly Drives More Revenue

  • As word of mouth becomes the most influential form of marketing learn how to place guest satisfaction at the core of your strategies
  • Reputation management: Learn how to curate and present verified reviews throughout your channels to increase customer trust
  • Hear how to harness UGC at every touchpoint to secure customer trust in your brand
  • Case study: Hear how a self-funded UK start-up has become one of the top 5 most trusted travel brands and is now set to help 40,000,000 untapped US households travel

Isaac Gerstenzang, AVP Corporate e-Commerce, Two Roads Hospitality
Andy Peck, CEO, Trusted Housesitters

4.30-5.15 Spotlight on: Corporate Travel - Egencia Case Study

  • Overcoming low user adoption: Explore how can travel brands can encourage their employees to use a corporate travel program
  • Innovation in corporate travel: Understand how technology is revolutionizing the travel experience for business travelers
  • Vacation rentals are becoming increasingly popular with business travelers but will they overtake hotels as the lodging of choice?

Juan Esteves, Director Global Product Management, Egencia

Distribution & RM
Mobile & Marketing
Spotlight On

5.15-5.45 Panel Discussion: The Evolving Role of Meta-Search and the Impact on Your Travel Brand

  • Explore the changing role of meta-search and how this will impact both suppliers and OTAs
  • Discuss how to optimize metasearch to drive direct bookings
  • Breadth v Speed v Accuracy: How can metasearch sites better manage these components and use real-time data to ensure information displayed to the consumer is accurate and timely

Daniel Holl, Head of Global Hotel Sales, Trivago
Travis Katz, Founder & CEO, Gogobot

5.15-5.45 Alaska Airlines Marketing Case Study: Taking Local Love to a National Stage

For more than 80 years Alaska Airlines has built a loyal following in the Pacific Northwest by combining award-winning performance with caring customer service. However, the way they showed up in a highly competitive market didn’t do justice to their outstanding reputation and held them back from receiving the credit and national exposure they deserve.

Hear how they have transformed the way flyers interact with their brand by redesigning everything from the airplane livery to bag tags. Alaska Airlines now has a brand that fully, and finally, reflects the exceptional work of its employees, and the remarkable experiences they create for customers every day.

Sangita Woerner, VP Marketing, Alaska Airlines
David Bates, Creative Director, Hornall Anderson

5.15-5.45 Spotlight On Panel Discussion: Working Better With Organizations That Inspire Travel

  • Explore how travel inspirers, such as sports events, and travel suppliers can work better together
  • Events inspire group travel: Discuss how to better service groups and how technology is changing what is on offer
  • Debate: Can we dynamically package group travel?

Kurien Jacob, Principal - Highgate Ventures, Highgate Hotels
Walker Fletcher, Managing Director Americas, Inter Milan FC 
Tim Hentschel, CEO, HotelPlanner
Christopher Lee, Managing Director Partnerships, San Diego Chargers


5.45-6.30 Networking drinks reception in the exhibition area
6.45-8.45 VIP after party at Moon Bar, Palms Hotel & Casino
Reserve your 2017 brochure


Keynotes Distribution & RM Mobile & Marketing Spotlight On Customer Experience Analytics & Personalization


Day Two: October 7th

Opening Keynotes

9.00-10.15 The Rise of Virtual Reality and Artificial Intelligence in Travel

  • Discover the possibilities of new VR & AI technologies and if they really do have the ability to transform the travel industry
  • Discover how travel brands are experimenting with these technologies to inspire and engage customers
  • Beyond engagement: Can they be used to drive revenue and deliver ROI?

Nick Mattera, Senior Director - Digital Engagement, Las Vegas Convention & Visitors Authority
Phil Easter, Director Mobile Apps & Wearables, American Airlines
Jenny Thomassian, Head - Travel, Google

10.15-10.45 Networking Coffee Break

10.45-12.00 Capitalize on Data to Win the Battle for the Customer

Despite the importance of data being universally acknowledged our research shows many travel brands are still struggling to find the time and resources to implement effective data driven strategies. It's time to overcome these barriers to capitalize on the growth of analytics and drive your business forward.

  • Prioritize data integrity: Develop a cohesive and consistent strategy which ensures you are collecting the right data for your organization
  • Internal re-organization: Break down silos and encourage sharing across departments to achieve business goals
  • Effectively balance resources and budgets to ensure your data is actionable, usable and delivering true value to your bottom line
  • Explore how to use data to deliver business results

Matt Busch, Partner, Revenue Analytics
Panelist: Geoffrey Waldmiller, VP Revenue Optimization, MGM Resorts

12.00-12.30 Start-up & Innovation Award Finalist Pitches

12.30-2.00 Networking Lunch
Distribution & RM
Customer Experience
Analytics & Personalization

2.00-3.00 Ancillary Revenues: Reduce Friction for the Customer While Driving Value to Your Bottom Line

  • From push to pull: Debate how to change your customer's perceptions of ancillaries so they are actively seeking them as part of their travel experience
  • Reducing friction v higher prices: How do you communicate the value of higher fares to customers?
  • Partnerships: Explore the opportunities to partner with other travel brands to increase your ancillary product offering
  • Learn how to leverage the latest technology to offer attractive ancillary services

Rustom Birdie, Ancillary Products Manager, Virgin America
SJ Sawhney, Head of Product, Stayful.com

2.00-3.00 Social Media for Customer Service: Keeping Your Customers Happy

  • Beyond engagement: Hear how to effectively leverage social media as a customer service tool
  • Brand management: Discuss the importance of managing your brand in times of crisis and turning complaining customers around to use your company again
  • Explore how to ensure you have the resources to provide exceptional customer experience via social media
  • Balance the need to reduce customer response time with providing intelligent, accurate responses in line with your brand
  • Understand the importance of real-time social media listening to shape positive conversations about your brand

Mark Gillis, Business Development Manager, Twitter
Katie Duzan, Product Marketing Director, Lithium 

2.00-3.00 Capitalize on Real-Time Data to Personalize Communications and Win Your Customer

  • Explore why real-time data is a marketing department's no.1 asset in the battle to win the business of price sensitive travel consumers
  • Use real-time data to enhance your multi-channel campaigns with effective remarketing
  • Dynamic content personalization: Explore how to personalize the visual, textual and promotional content on your website based on the user
  • One-to-One Marketing: Serve unique promotions to users based on their real-time behavior, occupancy needs and perceived LTV (Lifetime Value)
  • eCRM: Capture and store guests’ preferences while on-property to serve them relevant content when they return to the website or via email communication

Karl Wirth, CEO & Founder, Evergage


Distribution & RM
Customer Experience
Analytics & Personalization

End of track - please move to the Customer Experience or Analytics & Personalization sessions

3.00-3.45 Innovate Your Approach to Loyalty in the Digital Age

  • Beyond the loyalty program: Redesign your loyalty strategies so customer experience and customer service, not points, are key drivers
  • De-silo digital marketing and guest service: 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
  • Where should your mobile app fit into your loyalty strategy?
  • From the marketing department to the front desk: Motivate and equip your staff to provide consistent and exceptional experiences which will turn a one-time booker into a returning customer

Jay S. Rein, VP Travel & Hospitality Industry Solutions Practice, EPAM Systems
Christopher Barnard, President, Points 

3.00-3.45 Gain an Insight into Programmatic Advertising and Understand the Benefits to Travel Suppliers

  • Break down the myths and understand the true value of programmatic advertizing
  • Discuss practical tips to take the guesswork out of your advertizing campaigns and set KPIs to ensure the best possible returns
  • Evaluate if your retargeting needs more segmentation and sophistication to effectively engage consumers

Faheem Dayala, Director of Digital, The Travel Corporation

End of Conference - Thank you for attending!


Keynotes Distribution & RM Mobile & Marketing Spotlight On Customer Experience Analytics & Personalization


If you are interested in EyeforTravel North America 2016 please contact me on the below details:

Renu Kannu

Renu Kannu

Project Director
+1800 814 3459 x7197 (US)
+44 (0) 207 375 7197 (Global)
Email: renu@eyefortravel.com

2016 Sponsors

Gold Sponsors

  • Miles
  • Revenue Analytics


  • EPAM
  • evergage
  • lithium
  • Mindtree
  • Neustar
  • Points
  • Switchfly
  • The Guestbook
  • Worldpay

Start-Up & Innovation Awards Sponsor

  • HotelPlanner


  • Acquire BPO
  • clarifai
  • Egencia
  • ImpactRadius