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2019 Agenda

Day 1 – Oct 28


Keynotes
9:00 AM Fireside Chat: Marriott’s Digital Transformation Journey towards a Mastery of Loyalty
  • Strike the perfect mix of customer empathy first and then the right technology solution to win loyalty
  • Personalize the digital experience by orchestrating hyper-relevant content your customer needs in the moment.
  • Digital technology should not replace the human aspect of your business but should make it more powerful! Remove transactional tasks so your teams can drive innovation and product leadership

Brian King Global Officer - Digital, Distribution, Revenue Management & Global Sales Marriott International

9:30 AM Panel: Travel Fuelled by Experiences – Hybrid and Experience-led Lodging Models that Deliver Loyalty

Your customer’s hunger for experiences and alternative lodging is the perfect reason to recalibrate to an experience driven business. Shelter from the storm with lodging that fuels experience to seize the customer’s loyalty and dominate market share.

  • From small cottages to castles, partner with the a diverse set of properties to give your customer unique experiences and choice
  • Distinguish your product: build new hybrids mixing vacation rentals with Airbnb-type structures for an experience-centric USP and higher ADR
  • Make big and bold partnerships with tours and activities to retain the customer throughout the alternative lodging storm

Tim McLaughlin Director of Business Development RCI

Elizabeth Crabill CEO CIE Tours

Eric Broughton General Manager, Multifamily Expedia

8:00am
10:15 AM Morning Networking Break
10:45 AM Is the Future Unbundled? Give your Customer Immense Choice

What if you could sell at a much more refined level and incentivize loyalty with individual products? Unbundling makes this possible and gives your customer a reason to come back to your brand.

  • Introduce unbundling at the point of transaction and give Millennials the unique experiences they desire
  • Explore an attribute-based model to give your customer product choice to boost ancillary dollars
  • Reward and incentivize loyalty with surprise perks for repeat customers, from free F&B to unique experiences that coax the direct booking

Kristie Goshow Chief Marketing Officer Preferred Hotels & Resorts

11:10 AM Relevant Isn’t Enough: How to Make Personalization Compelling

Marketers with advanced personalization strategies see a positive return. But, a lot of marketers haven’t yet achieved that level of sophistication.

  • Don’t just fill in the blanks, grow your strategy with more data and deeper analytics
  • Personalized offers that might be technically “relevant” are not always compelling – go the extra mile
  • Develop a more advanced approach in marketing to beat the competition and secure the loyal customer

Carolyn Corda Chief Marketing Officer ADARA

11:35 AM Traditional Loyalty is Dead – Keep up with Consumer Trends to Render your Brand Irreplaceable

Brands like Uber, Amazon and Airbnb all have one thing in common, they are irreplaceable in the customer’s life. As points alone are no longer cutting it in the loyalty game, discover the methods to make your customer genuinely love your brand.

  • Wean your customer off points addiction and replace with instant gratification, unique upgrades, special welcomes and incentives to achieve lifetime loyalty
  • Position your CX strategy around experiences with innovative partnerships and Instagramable moments to expand your loyal customer base
  • Deliver data consolidation, machine learning-triggered offers and the cloud to make more accurate and faster decisions about your customer

Eliot Hamlisch SVP, Loyalty & Partnerships Wyndham Hotels & Resorts

Michael Marino Chief Experience Officer, SVP Marketing Caesars Entertainment

Susan Black Co-Founder Black and Wright

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

12:20 PM Achieve World-Leading Loyalty Fueled by Consumer Analytics and Real-Time Data

Amy Weinberg Senior Vice President of World of Hyatt and Consumer Insights Hyatt

12:45 PM Delighting Personas, Delivering Amazing Experiences, and Driving Ancillary Revenue

In an age of experiences, it is essential that you reposition your offering to gain competitive advantage. Tailor and personalize each unique experience to each complex persona to win back untapped ancillary revenue.

Michele Smith Chief Financial Officer Woodland Park Zoo

1:05 PM Networking Lunch
Revenue Analytics & Distribution Track
Marketing & CX Track
TIME
2:15 PM Dynamic Pricing - The Path from Natural Intuition to Artificial Intelligence

How to succeed in descriptive, predictive, and prescriptive analytics: sample views, value, challenges, recommendations.

Montgomery Blair VP Revenue Management Hertz

2:15 PM 1000 Personalized Messages for 1000 People at Every Touchpoint

Segmentation is yesterday’s news, know each persona of your clientele before and after they book for an expanded and super-engaged customer base.

  • March towards data consolidation and automation to solve the personas problem and really know your customer.
  • Separate lookers from bookers by tracking first to last touch to craft the perfect message, get engagement right and boost conversions
  • Develop an amazing recommendation engine and continue the personalized virtuous cycle for the customer and make the shopping cart always full

Mark Molinari Vice President of Strategic Initiatives & Marketing Programs The Venetian Resort & Casino

TIME
2:40 PM Are the 2020s the Tech Decade for the Independent & Boutique Hotel?

They say AI is for the big players, but mid-level chains and independents are set to benefit hugely. This cascade of newly available technology will unlock an era of better customer acquisition and loyalty for the independents.

  • Learn how to invest in the AI that shrinks overheads for independents and makes operations more effective and efficient
  • Pick a tech provider that can consolidate your CRM, PMS and loyalty systems to unlock your power to drive direct
  • Cloud based machine learning platforms are now democratized, jump on them to open up your ability to play the personalization game
2:40 PM Hero Moments: Maximizing the Customer’s Emotional Journey in a Digital World

Technological opportunities today give travel industry professionals unprecedented ways to communicate and engage with customers like never before. However, the most successful organizations understand that these technologies are only a means to creating an emotionally impactful customer journey.

  • Learn the science behind customer emotion and why “human moments” matter most
  • Understand how hassle in a customer journey can create peak negative emotions that often define an experience
  • Blend technology and human execution, both onstage and backstage, to create powerful emotional connections with customers

Adam Toporek CTS Service Solutions, Customer Experience Expert, Speaker, and Author

TIME
3:05 PM – Sponsored Session

Want to speak about your solution or product here? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

3:05 PM Navigating the Seismic Shift in Transportation Spending — Understanding the Rideshare Effect on Brand Loyalty

Brands like Uber and Lyft have dramatically shifted the business travel landscape and the car rental industry. Is this market disruption only a limited trend or does it have implications for all travel marketers? 

  • The recent changes in traveler behaviors and their impact on travel brands through the lens of transaction data
  • The risks and opportunities this shift provides for the travel industry
  • How to Identify ways to transform ordinary customer experiences into meaningful, human brand interactions powered by transaction data insights

Amit Deshpande SVP Analytics Epsilon

3:30 PM Afternoon Networking Break
TIME
4:00 PM The Mid-Level Guide to the Distribution & Revenue Game when the Big Get Bigger

In an age of everyday M&A, what are the implications for boutiques and independents? Find your audience and deliver unique experiences to compete with the commoditized big chains

  • Forge partnerships with tours, destinations and tech firms to make your brand famous for its experiences and increase direct bookings
  • Identify the right intermediary and wholesaler strategy to drive maximum top-line revenue
  • Roll out a solid relationship with Google to drive a golden SEO game and greater direct revenue

Kimberly Borman Director Key Accounts North America Expedia Group

4:00 PM Facebook and Marriott: Mastering the Mix of Customer Insights and Creative Inspiration To Build Deeper Connections with Travelers

Scott Weisenthal VP for Creative and Content Marketing Marriott International

Colleen Coulter Travel Head of Industry, Global Marketing Solutions Facebook

TIME
4:25 PM Achieve Ultimate Precision in Forecasting & Price Elasticity for Higher Profit

Know the exact elasticity of each travel product and forecast with intense, month-by-month accuracy to guarantee bottom line growth

  • Look beyond your immediate radius, analyzing local demand and competitor business activity to beat your competition on rate strategy
  • Master price elasticity for each product to determine the initial, best, discounted and promotional price that will give you the highest yield
  • Segment your forecast by customer origin, distribution channel, business/leisure/group and room type to know where your business is coming from and which segment to target more
4:40 PM Master Social Media to Position yourself as a Lifestyle Brand

The 2019 customer craves variety and experiences more than ever. Use social media as a major channel to market your brand identity as truly experiential!

  • Selling experiences now paves the way to profit – market unmissable activities with engaging and graphic social content to fuel your customer’s FOMO!
  • Use social channels to ask questions, host contests, create branded hashtags, and respond authentically to comments to boost brand engagement
  • Social media is often the customer’s first touch with your brand – make their discovery special with visual messages and amazing seasonal offerings that level up ancillary sales

Debbie Johnsen Vice President of Marketing The Watergate Hotel

Megan Danielson Industry Lead for Travel & Tech Pinterest

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

TIME
4:55 PM Master Personalized Pricing to Drive Revenue Success

Individual pricing is now a reality for many travel brands. Wield it for customer loyalty, the customization of each shopper’s experience and achieve major profit surges.

  • Increase the value of every customer to your business with personalized upsell of airline fares and hotel rooms based on current market demand
  • Get buy-in for an ML system with predictive power and the ability to evaluate competition, season and local demand for the optimized price and profit
  • Fuse together systems and communications between marketing and pricing to ensure greater upsell and personalized price

Lindy Andresen Director, Global Accounts Expedia Group

5:20 End of Day 1 – Networking Drinks

Day 2 – Oct 29


Keynotes
9:00 AM Personalize the Customer Journey through Data and Technology
  • Use data & analytical insights to deliver truly exceptional and personalized experiences for customers
  • Harness the value of direct relationships in the digital age to secure the direct booking
  • Discover how technology is fueling innovation in hospitality to awaken fresh profits

Chris Silcock Chief Operating Officer, Customer and Commercial Operations & EVP Hilton

9:30 AM Balance Marketing Spend with Price to Secure Customer Lifetime Value

When are you better off spending $1000 on marketing as opposed to lowering ADR? Play the long game and capitalize on the value of the first transaction to achieve customer lifetime value.

  • Pull the levers of price and marketing spend and get the right balance of customers through the door and net marketing contribution
  • Allocate spend between acquired customers and new customers to make first touch count and secure long-term customer value
  • Master retargeting, finding the customer’s needs, and spending shrewdly to drop them the perfect message and earn lifetime value

James Hansen Vice President, Sales & Marketing Kolter Hospitality

Dan Christian Global Chief Digital Officer The Travel Corporation

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

8:00am
10:15 AM Morning Networking Break
10:45 AM Wake up from the Parity Nightmare and Seize Lost Income

Left undetected, parity issues are the source of huge financial losses for your business. Wholesalers may be threatening your revenue with on-selling right this minute – act now and seize back lost income. 

  • Pin down the undercutters in time and stop the endless game of whack-a-mole with rate shopping tools
  • Take advantage of opaque pricing with post-login inventory sales to drive higher ADR and price integrity
  • Closely monitor all channels and know when to act fast on on-selling to avoid losses and increase your margins

Chris Anderson Professor Cornell University Center for Hospitality Research

11:10 AM Sponsored Keynote Session

Want to speak about your solution or product on the main stage? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

11:35 AM Business Hacks that Increase Margins – Thrive in Times of Disruption:

Margins are contracting sharply as third parties consolidate and customer expectations shift. With Jeff Bezos poised to sell unique travel packages at a low CPA, it’s time to get shrewd or go home.

  • Google’s Achilles heel is service delivery, exploit this with frictionless booking and experience-led marketing, leapfrog intermediaries and win the direct booking
  • Unlock operational efficiencies that cut labor costs and also deliver great customer experience from green initiatives to remote mobile check-in
  • Cash in on the MICE and group booking space to unlock the huge revenue stream of business-travel and top up top-line revenue

Jim Gannarelli Chief Financial Officer Stoney Nakoda Resort & Casino

12:00 PM How AI is Causing an Explosion in the Value of Travel Assets

Let AI take care of the monotonous tasks and slash costs whilst you focus on a unique travel product, service delivery and re-establish an amazing relationship with the customer

  • Discover how AI can vastly increase economic productivity in your organization, shrink CPA and overheads, and raise net profit
  • Explore AI-fueled personalization to connect with guests on a one-to-one basis at scale online and deliver a relevant and high-quality product
  • Dive into an AI-enhanced future that will analyze every review in real time from competitor analysis to guest rating and establish a personal connection with the customer

Tata Crocombe Managing Director Aitutaki Lagoon Private Island Resort

12:25 PM Build an International Innovation Network to Fuel Emerging Travel Tech

Amy Burr Managing Director of Operations and Partnerships JetBlue Technology Ventures

Nirali Shah Director of Innovation Partnerships Vantage Airport Group

Michael Oulsnam Manager of Digital Ventures Air New Zealand

1:00 PM Networking Lunch
Revenue Analytics & Distribution Track
Marketing & CX Track
TIME
2:30 PM Attack the Cost of Distribution from All Angles to Maximize Profits

Navigate the OTA, GDS, NDC and media giant jungle to shrink the cost of distribution and emerge with the direct booking and unrivalled profits

  • Diversify risk, mix wholesale agreements with GDS contracts, new entrants and niche OTAs to make your distribution portfolio rich and profitable
  • Build a great relationship with Google and keep up with its ever-changing algorithm to keep SEO traffic booming
  • Negotiate great contracts to upsell like a pro on indirect channels and increase your proportion of direct customers
2:30 PM The Seamless CX – On Property, On Board, On Tour to Max out Loyalty:

Customer expectations have shifted to experiences and relying on loyalty points is no longer an option if you want to stay relevant. Give your brand an experiential reputation and be the first choice for the customer

  • Give your customer instant gratification from special welcomes to upgrades and prizes in-flight and on property
  • Explore IoT to maximize your personalized digital touchpoints and always reach the connected traveler
  • Incentivize your on-property customer with ancillary experiences, learn how to develop an upsell strategy based on customer preferences

Claudia Infante Head of Revenue Strategy Margaritaville

Randy Peterson Founder FlyerTalk, BoardingArea, InsideFlyer, Freddie Awards, Milepoint

TIME
2:50 PM Thrive at Ancillary RM with Automation and Advanced Analytics

In an age of diminishing airline and hotel margins, it’s critical to pull your ancillary revenue levers and increase the scope and profitability of every reservation.

  • Identify reason for travel, property/aircraft profile and customer preferences to deliver an ancillary offering with the highest probability to sell
  • Make data-fueled predictive decisions on customer booking habits, location data and preferred channels to personalize each upsell and uplift your revenue!
  • Enrich your reservation engine with machine learned decisions and predictive analytics to create customer scoring and real time offers that upsurge your bottom line
TIME
3:05 PM – Sponsored Session

Want to speak about your solution or product here? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

3:05 PM – Sponsored Session

Want to speak about your solution or product here? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

3:25 PM - Afternoon Networking Break
TIME
3:55 PM Adopt NDC for Personalized Offers, Pricing Autonomy and Ancillary Potential

What does NDC promise you as a business and how can it deliver you in terms of personalization and dynamic pricing?

  • Explore new merchandising superpowers now available with NDC including branded fares, seat selection and bundled products to get your ancillary profit needle moving
  • Utilize the NDC API to allow third party channels to target new markets more accurately and increase both engagement and sales
  • Take advantage of greater freedom on product description and fare options to match the right experience to your customer’s needs

Michael Childers Chief Consultant, Content & Media Strategy Lufthansa Systems

3:55 PM Drive Loyalty with Chat Automation

Smart assistants work wonders for your CS and upsell game when well-placed, know why and how to deploy a chatbot to get maximum ROI! 

  • Have a healthy mix of contact center representative and chatbot to give your customer timely, relevant and personalized support
  • Separate the good, the bad and the ugly in chatbot software, understand the red flags and check if a chatbot can upsell, personalize and ensure quality engagement is maintained
  • Develop an AI-assisted bot that responds to open ended questions and really serves your customer’s needs

Marina Shumaieva Chief Technology Officer & Co-Founder CruiseBe

TIME
4:15 PM Hit Cancel on the Cancellation Issue

Cancellation rates can be as high as 40%, spoiling your ability to forecast occupancy, increasing overall distribution costs and lowering your RevPAR. Master the workarounds that stop the cancellation issue dead in its tracks to boost revenues

  • Identify false bookings and leverage a more restrictive cancellation policy on the channels that are the biggest culprits
  • Engage your customer with personalized offers and recommendations post-booking to build trust and cut cancellations
  • Ensure your PMS is splity on top of recording and tracking all cancellations and forecast revenue and cost with maximum precision
4:15 PM Grow your Partner Network and CX Game with Amazing Destination Activities and Life Moments!

As Airbnb and Amazon make an entrance in this space, harness the local experience market to build the value of your brand and develop an unbeatable lifestyle image around it

  • Partner with tours and activities brands to leapfrog Google and generate brand new streams of cash
  • Make your product CX hugely memorable by recommending tours and activities aligned to user preferences
  • Re-imagine concierge with machine learned recommendation engines and human know-how to supplement the customer experience

Elizabeth Carter VP Marketing Culture Trip

Francesco Cetraro CEO GigsGuide

Anthony Berklich Founder InspiredCitizen.com

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

5:00 PM End of Conference

Day 1 – Oct 28


Keynotes
9:00 AM Fireside Chat: Marriott’s Digital Transformation Journey towards a Mastery of Loyalty
  • Strike the perfect mix of customer empathy first and then the right technology solution to win loyalty
  • Personalize the digital experience by orchestrating hyper-relevant content your customer needs in the moment.
  • Digital technology should not replace the human aspect of your business but should make it more powerful! Remove transactional tasks so your teams can drive innovation and product leadership

Brian King Global Officer - Digital, Distribution, Revenue Management & Global Sales Marriott International

9:30 AM Panel: Travel Fuelled by Experiences – Hybrid and Experience-led Lodging Models that Deliver Loyalty

Your customer’s hunger for experiences and alternative lodging is the perfect reason to recalibrate to an experience driven business. Shelter from the storm with lodging that fuels experience to seize the customer’s loyalty and dominate market share.

  • From small cottages to castles, partner with the a diverse set of properties to give your customer unique experiences and choice
  • Distinguish your product: build new hybrids mixing vacation rentals with Airbnb-type structures for an experience-centric USP and higher ADR
  • Make big and bold partnerships with tours and activities to retain the customer throughout the alternative lodging storm

Tim McLaughlin Director of Business Development RCI

Elizabeth Crabill CEO CIE Tours

Eric Broughton General Manager, Multifamily Expedia

8:00am
10:15 AM Morning Networking Break
10:45 AM Is the Future Unbundled? Give your Customer Immense Choice

What if you could sell at a much more refined level and incentivize loyalty with individual products? Unbundling makes this possible and gives your customer a reason to come back to your brand.

  • Introduce unbundling at the point of transaction and give Millennials the unique experiences they desire
  • Explore an attribute-based model to give your customer product choice to boost ancillary dollars
  • Reward and incentivize loyalty with surprise perks for repeat customers, from free F&B to unique experiences that coax the direct booking

Kristie Goshow Chief Marketing Officer Preferred Hotels & Resorts

11:10 AM Relevant Isn’t Enough: How to Make Personalization Compelling

Marketers with advanced personalization strategies see a positive return. But, a lot of marketers haven’t yet achieved that level of sophistication.

  • Don’t just fill in the blanks, grow your strategy with more data and deeper analytics
  • Personalized offers that might be technically “relevant” are not always compelling – go the extra mile
  • Develop a more advanced approach in marketing to beat the competition and secure the loyal customer

Carolyn Corda Chief Marketing Officer ADARA

11:35 AM Traditional Loyalty is Dead – Keep up with Consumer Trends to Render your Brand Irreplaceable

Brands like Uber, Amazon and Airbnb all have one thing in common, they are irreplaceable in the customer’s life. As points alone are no longer cutting it in the loyalty game, discover the methods to make your customer genuinely love your brand.

  • Wean your customer off points addiction and replace with instant gratification, unique upgrades, special welcomes and incentives to achieve lifetime loyalty
  • Position your CX strategy around experiences with innovative partnerships and Instagramable moments to expand your loyal customer base
  • Deliver data consolidation, machine learning-triggered offers and the cloud to make more accurate and faster decisions about your customer

Eliot Hamlisch SVP, Loyalty & Partnerships Wyndham Hotels & Resorts

Michael Marino Chief Experience Officer, SVP Marketing Caesars Entertainment

Susan Black Co-Founder Black and Wright

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

12:20 PM Achieve World-Leading Loyalty Fueled by Consumer Analytics and Real-Time Data

Amy Weinberg Senior Vice President of World of Hyatt and Consumer Insights Hyatt

12:45 PM Delighting Personas, Delivering Amazing Experiences, and Driving Ancillary Revenue

In an age of experiences, it is essential that you reposition your offering to gain competitive advantage. Tailor and personalize each unique experience to each complex persona to win back untapped ancillary revenue.

Michele Smith Chief Financial Officer Woodland Park Zoo

1:05 PM Networking Lunch
Revenue Analytics & Distribution Track
Marketing & CX Track
TIME
2:15 PM Dynamic Pricing - The Path from Natural Intuition to Artificial Intelligence

How to succeed in descriptive, predictive, and prescriptive analytics: sample views, value, challenges, recommendations.

Montgomery Blair VP Revenue Management Hertz

2:15 PM 1000 Personalized Messages for 1000 People at Every Touchpoint

Segmentation is yesterday’s news, know each persona of your clientele before and after they book for an expanded and super-engaged customer base.

  • March towards data consolidation and automation to solve the personas problem and really know your customer.
  • Separate lookers from bookers by tracking first to last touch to craft the perfect message, get engagement right and boost conversions
  • Develop an amazing recommendation engine and continue the personalized virtuous cycle for the customer and make the shopping cart always full

Mark Molinari Vice President of Strategic Initiatives & Marketing Programs The Venetian Resort & Casino

TIME
2:40 PM Are the 2020s the Tech Decade for the Independent & Boutique Hotel?

They say AI is for the big players, but mid-level chains and independents are set to benefit hugely. This cascade of newly available technology will unlock an era of better customer acquisition and loyalty for the independents.

  • Learn how to invest in the AI that shrinks overheads for independents and makes operations more effective and efficient
  • Pick a tech provider that can consolidate your CRM, PMS and loyalty systems to unlock your power to drive direct
  • Cloud based machine learning platforms are now democratized, jump on them to open up your ability to play the personalization game
2:40 PM Hero Moments: Maximizing the Customer’s Emotional Journey in a Digital World

Technological opportunities today give travel industry professionals unprecedented ways to communicate and engage with customers like never before. However, the most successful organizations understand that these technologies are only a means to creating an emotionally impactful customer journey.

  • Learn the science behind customer emotion and why “human moments” matter most
  • Understand how hassle in a customer journey can create peak negative emotions that often define an experience
  • Blend technology and human execution, both onstage and backstage, to create powerful emotional connections with customers

Adam Toporek CTS Service Solutions, Customer Experience Expert, Speaker, and Author

TIME
3:05 PM – Sponsored Session

Want to speak about your solution or product here? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

3:05 PM Navigating the Seismic Shift in Transportation Spending — Understanding the Rideshare Effect on Brand Loyalty

Brands like Uber and Lyft have dramatically shifted the business travel landscape and the car rental industry. Is this market disruption only a limited trend or does it have implications for all travel marketers? 

  • The recent changes in traveler behaviors and their impact on travel brands through the lens of transaction data
  • The risks and opportunities this shift provides for the travel industry
  • How to Identify ways to transform ordinary customer experiences into meaningful, human brand interactions powered by transaction data insights

Amit Deshpande SVP Analytics Epsilon

3:30 PM Afternoon Networking Break
TIME
4:00 PM The Mid-Level Guide to the Distribution & Revenue Game when the Big Get Bigger

In an age of everyday M&A, what are the implications for boutiques and independents? Find your audience and deliver unique experiences to compete with the commoditized big chains

  • Forge partnerships with tours, destinations and tech firms to make your brand famous for its experiences and increase direct bookings
  • Identify the right intermediary and wholesaler strategy to drive maximum top-line revenue
  • Roll out a solid relationship with Google to drive a golden SEO game and greater direct revenue

Kimberly Borman Director Key Accounts North America Expedia Group

4:00 PM Facebook and Marriott: Mastering the Mix of Customer Insights and Creative Inspiration To Build Deeper Connections with Travelers

Scott Weisenthal VP for Creative and Content Marketing Marriott International

Colleen Coulter Travel Head of Industry, Global Marketing Solutions Facebook

TIME
4:25 PM Achieve Ultimate Precision in Forecasting & Price Elasticity for Higher Profit

Know the exact elasticity of each travel product and forecast with intense, month-by-month accuracy to guarantee bottom line growth

  • Look beyond your immediate radius, analyzing local demand and competitor business activity to beat your competition on rate strategy
  • Master price elasticity for each product to determine the initial, best, discounted and promotional price that will give you the highest yield
  • Segment your forecast by customer origin, distribution channel, business/leisure/group and room type to know where your business is coming from and which segment to target more
4:40 PM Master Social Media to Position yourself as a Lifestyle Brand

The 2019 customer craves variety and experiences more than ever. Use social media as a major channel to market your brand identity as truly experiential!

  • Selling experiences now paves the way to profit – market unmissable activities with engaging and graphic social content to fuel your customer’s FOMO!
  • Use social channels to ask questions, host contests, create branded hashtags, and respond authentically to comments to boost brand engagement
  • Social media is often the customer’s first touch with your brand – make their discovery special with visual messages and amazing seasonal offerings that level up ancillary sales

Debbie Johnsen Vice President of Marketing The Watergate Hotel

Megan Danielson Industry Lead for Travel & Tech Pinterest

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

TIME
4:55 PM Master Personalized Pricing to Drive Revenue Success

Individual pricing is now a reality for many travel brands. Wield it for customer loyalty, the customization of each shopper’s experience and achieve major profit surges.

  • Increase the value of every customer to your business with personalized upsell of airline fares and hotel rooms based on current market demand
  • Get buy-in for an ML system with predictive power and the ability to evaluate competition, season and local demand for the optimized price and profit
  • Fuse together systems and communications between marketing and pricing to ensure greater upsell and personalized price

Lindy Andresen Director, Global Accounts Expedia Group

5:20 End of Day 1 – Networking Drinks

Download your brochure now

Be the first to access the complete speaker line-up; agenda and audience break down

Day 2 – Oct 29


Keynotes
9:00 AM Personalize the Customer Journey through Data and Technology
  • Use data & analytical insights to deliver truly exceptional and personalized experiences for customers
  • Harness the value of direct relationships in the digital age to secure the direct booking
  • Discover how technology is fueling innovation in hospitality to awaken fresh profits

Chris Silcock Chief Operating Officer, Customer and Commercial Operations & EVP Hilton

9:30 AM Balance Marketing Spend with Price to Secure Customer Lifetime Value

When are you better off spending $1000 on marketing as opposed to lowering ADR? Play the long game and capitalize on the value of the first transaction to achieve customer lifetime value.

  • Pull the levers of price and marketing spend and get the right balance of customers through the door and net marketing contribution
  • Allocate spend between acquired customers and new customers to make first touch count and secure long-term customer value
  • Master retargeting, finding the customer’s needs, and spending shrewdly to drop them the perfect message and earn lifetime value

James Hansen Vice President, Sales & Marketing Kolter Hospitality

Dan Christian Global Chief Digital Officer The Travel Corporation

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

8:00am
10:15 AM Morning Networking Break
10:45 AM Wake up from the Parity Nightmare and Seize Lost Income

Left undetected, parity issues are the source of huge financial losses for your business. Wholesalers may be threatening your revenue with on-selling right this minute – act now and seize back lost income. 

  • Pin down the undercutters in time and stop the endless game of whack-a-mole with rate shopping tools
  • Take advantage of opaque pricing with post-login inventory sales to drive higher ADR and price integrity
  • Closely monitor all channels and know when to act fast on on-selling to avoid losses and increase your margins

Chris Anderson Professor Cornell University Center for Hospitality Research

11:10 AM Sponsored Keynote Session

Want to speak about your solution or product on the main stage? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

11:35 AM Business Hacks that Increase Margins – Thrive in Times of Disruption:

Margins are contracting sharply as third parties consolidate and customer expectations shift. With Jeff Bezos poised to sell unique travel packages at a low CPA, it’s time to get shrewd or go home.

  • Google’s Achilles heel is service delivery, exploit this with frictionless booking and experience-led marketing, leapfrog intermediaries and win the direct booking
  • Unlock operational efficiencies that cut labor costs and also deliver great customer experience from green initiatives to remote mobile check-in
  • Cash in on the MICE and group booking space to unlock the huge revenue stream of business-travel and top up top-line revenue

Jim Gannarelli Chief Financial Officer Stoney Nakoda Resort & Casino

12:00 PM How AI is Causing an Explosion in the Value of Travel Assets

Let AI take care of the monotonous tasks and slash costs whilst you focus on a unique travel product, service delivery and re-establish an amazing relationship with the customer

  • Discover how AI can vastly increase economic productivity in your organization, shrink CPA and overheads, and raise net profit
  • Explore AI-fueled personalization to connect with guests on a one-to-one basis at scale online and deliver a relevant and high-quality product
  • Dive into an AI-enhanced future that will analyze every review in real time from competitor analysis to guest rating and establish a personal connection with the customer

Tata Crocombe Managing Director Aitutaki Lagoon Private Island Resort

12:25 PM Build an International Innovation Network to Fuel Emerging Travel Tech

Amy Burr Managing Director of Operations and Partnerships JetBlue Technology Ventures

Nirali Shah Director of Innovation Partnerships Vantage Airport Group

Michael Oulsnam Manager of Digital Ventures Air New Zealand

1:00 PM Networking Lunch
Revenue Analytics & Distribution Track
Marketing & CX Track
TIME
2:30 PM Attack the Cost of Distribution from All Angles to Maximize Profits

Navigate the OTA, GDS, NDC and media giant jungle to shrink the cost of distribution and emerge with the direct booking and unrivalled profits

  • Diversify risk, mix wholesale agreements with GDS contracts, new entrants and niche OTAs to make your distribution portfolio rich and profitable
  • Build a great relationship with Google and keep up with its ever-changing algorithm to keep SEO traffic booming
  • Negotiate great contracts to upsell like a pro on indirect channels and increase your proportion of direct customers
2:30 PM The Seamless CX – On Property, On Board, On Tour to Max out Loyalty:

Customer expectations have shifted to experiences and relying on loyalty points is no longer an option if you want to stay relevant. Give your brand an experiential reputation and be the first choice for the customer

  • Give your customer instant gratification from special welcomes to upgrades and prizes in-flight and on property
  • Explore IoT to maximize your personalized digital touchpoints and always reach the connected traveler
  • Incentivize your on-property customer with ancillary experiences, learn how to develop an upsell strategy based on customer preferences

Claudia Infante Head of Revenue Strategy Margaritaville

Randy Peterson Founder FlyerTalk, BoardingArea, InsideFlyer, Freddie Awards, Milepoint

TIME
2:50 PM Thrive at Ancillary RM with Automation and Advanced Analytics

In an age of diminishing airline and hotel margins, it’s critical to pull your ancillary revenue levers and increase the scope and profitability of every reservation.

  • Identify reason for travel, property/aircraft profile and customer preferences to deliver an ancillary offering with the highest probability to sell
  • Make data-fueled predictive decisions on customer booking habits, location data and preferred channels to personalize each upsell and uplift your revenue!
  • Enrich your reservation engine with machine learned decisions and predictive analytics to create customer scoring and real time offers that upsurge your bottom line
TIME
3:05 PM – Sponsored Session

Want to speak about your solution or product here? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

3:05 PM – Sponsored Session

Want to speak about your solution or product here? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

3:25 PM - Afternoon Networking Break
TIME
3:55 PM Adopt NDC for Personalized Offers, Pricing Autonomy and Ancillary Potential

What does NDC promise you as a business and how can it deliver you in terms of personalization and dynamic pricing?

  • Explore new merchandising superpowers now available with NDC including branded fares, seat selection and bundled products to get your ancillary profit needle moving
  • Utilize the NDC API to allow third party channels to target new markets more accurately and increase both engagement and sales
  • Take advantage of greater freedom on product description and fare options to match the right experience to your customer’s needs

Michael Childers Chief Consultant, Content & Media Strategy Lufthansa Systems

3:55 PM Drive Loyalty with Chat Automation

Smart assistants work wonders for your CS and upsell game when well-placed, know why and how to deploy a chatbot to get maximum ROI! 

  • Have a healthy mix of contact center representative and chatbot to give your customer timely, relevant and personalized support
  • Separate the good, the bad and the ugly in chatbot software, understand the red flags and check if a chatbot can upsell, personalize and ensure quality engagement is maintained
  • Develop an AI-assisted bot that responds to open ended questions and really serves your customer’s needs

Marina Shumaieva Chief Technology Officer & Co-Founder CruiseBe

TIME
4:15 PM Hit Cancel on the Cancellation Issue

Cancellation rates can be as high as 40%, spoiling your ability to forecast occupancy, increasing overall distribution costs and lowering your RevPAR. Master the workarounds that stop the cancellation issue dead in its tracks to boost revenues

  • Identify false bookings and leverage a more restrictive cancellation policy on the channels that are the biggest culprits
  • Engage your customer with personalized offers and recommendations post-booking to build trust and cut cancellations
  • Ensure your PMS is splity on top of recording and tracking all cancellations and forecast revenue and cost with maximum precision
4:15 PM Grow your Partner Network and CX Game with Amazing Destination Activities and Life Moments!

As Airbnb and Amazon make an entrance in this space, harness the local experience market to build the value of your brand and develop an unbeatable lifestyle image around it

  • Partner with tours and activities brands to leapfrog Google and generate brand new streams of cash
  • Make your product CX hugely memorable by recommending tours and activities aligned to user preferences
  • Re-imagine concierge with machine learned recommendation engines and human know-how to supplement the customer experience

Elizabeth Carter VP Marketing Culture Trip

Francesco Cetraro CEO GigsGuide

Anthony Berklich Founder InspiredCitizen.com

Sponsored Panel Opportunity

Want to join this dynamic panel opportunity? Contact Eleanor Brolly, Head of Sponsorship to reserve this slot:

Email: eleanor@eyefortravel.com

Tel: +44 (0) 207 375 7224

5:00 PM End of Conference

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