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2019 Agenda

Day 1 – Oct 28


Keynotes
8:45 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

Chairman & Moderator: John T. Peters Managing Director-Mercantile Brush Creek Ranch

9:10 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

Elizabeth Crabill CEO CIE Tours

Tata Crocombe Managing Director Aitutaki Lagoon Private Island Resort

Dan Christian Global Chief Digital Officer The Travel Corporation

9:45 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 customers 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

10:10 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

10:35 AM Morning Networking Break
11:05 AM  Panel: 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

John Maguire Chief Executive Officer and President CruiseDirect

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

11:40 AM  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

12:05 PM  The Mid-Level Guide to the Distribution & Revenue Game when the Big Get Bigger

Kimberly Borman Director Key Accounts North America Expedia Group

12:25 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

12:45 PM Networking Lunch
1:45 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

Moderator: Dwight Sholes Marketing and Organizational Development Consultant Sholes LLC

2:05 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

2:25 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

2:45 PM  CX-Driven Loyalty: Finding Quick Wins
  • Building customer loyalty that goes beyond the transaction is critical to the bottom line
  • Loyalty starts with a customer-centric approach, that includes a deep understanding of the customer, designing for the customer and finally, engaging the customer. Getting all of that right is a daunting task, but it is possible to find quick wins along the way
  • In this session, we will explore the ways some leading brands in the Travel & Hospitality space have created immediate value by changing how they engage with their customers

Yotam Benami Chief Marketing Officer Idomoo

3:05 PM  Are the 2020s the Decade for the Alternative Lodging 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.

  • Capitalize on the opportunity to leverage unused living spaces and transform them into pop-up hotels
  • Discover the evolving mindset of business and leisure travelers, and how alternative lodging meets their needs
  • What lies ahead for WhyHotel: the blending of Hospitality and Multi-Family Real Estate

Miguel Oliveira Chief Marketing Officer WhyHotel

3:25 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

3:50 PM Afternoon Networking Break
4:10 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

4:50 PM  Redefining Revenue Management in the Cruise Industry
  • Leverage data analytics to drive your revenue performance
  • Utilize machine learning and automation to scale your RM practice
  • Bring your RM team along for the ride

Michael Goldner Vice President, Revenue Management Royal Caribbean International

5:10 PM  Panel: 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

Rosalind Hunter Senior Director, Leisure Travel and Transportation Practice Simon-Kucher & Partners

5:45 PM  Panel: 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

Antonio Costa Head of Digital The Tour Guy

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

6:20 PM End of Day 1 – Networking Drinks

Day 2 – Oct 29


Keynotes
8:45 AM  Explore the Intersection of Innovation, Technology, Data & Analytics and its Impact on the Customer Experience & Performance
  • How technology is fuelling innovation and performance in the hospitality industry 
  • Use Data & Analytical insights to deliver a truly exceptional and personalized experience for your customers
  • Leverage customer preference to deliver stronger owner returns

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

Chairman & Moderator: John T. Peters Managing Director-Mercantile Brush Creek Ranch

9:10 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

Dan Christian Global Chief Digital Officer The Travel Corporation

9:35 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

10:00 AM  Using Hotel WiFi to Drive the Next Visit and Acquire Shadow Guests

Are you looking for the ROI when upgrading your Wireless Infrastructure?

Learn how Virgin Hotels and the Sydney Opera House partnered with Cisco and Local Measure to drive more revenue by identifying, understanding and retaining their customers using their WiFi networks.

Virgin Case Study Video

Sydney Opera House Video

Ian-Michael Farkas Vice President Strategic Accounts Local Measure

10:25 AM Morning Networking Break
10:55 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 General Manager Century Mile Racetrack and Casino

11:20 AM  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

11:45 AM  Panel: 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

12:20 PM Networking Lunch
1:20 PM  Win the Direct Booking, Attack Distribution Costs, Maximize Profits

Navigate the distribution jungle and emerge with the direct booking and unrivalled profits.

Steve Sickel Chief Executive Officer RoomKey

Moderator: Joerg Esser Partner Roland Berger

1:40 PM  Success with Cross-Channel Personalization

Today, the customer is in control of their own booking journey.

  • Research has proven it is essential to deliver marketing message that are relevant and timely to the individual traveler, not their device.
  • Improve the process of analyzing data points to create highly personalized direct mail messages delivered at just the right time.
  • The results may be smaller audiences, but with higher relevance and a larger, measurable ROI.

Brian DeLaite VP, Sales & Business Development LS Direct Marketing

2:00 PM  Enabling Transformation in a Disruptive Digital Ecosystem
  • Embrace innovate technology offerings underpinned by AI/ML, VR, AR, predictive analytics and blockchain to change how you view the individual customer and deliver value through personalization
  • Take advantage of the exponentially evolving digital economy to thrive in distribution, consumer preferences and loyalty
  • Pursue the right catalyst that enables you to leverage these exciting innovations helping optimize revenues by leveraging on the evolving distribution landscape

Raj Sivakumar Practice leader, Travel and Hospitality WNS

2:20 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

2:55 PM Afternoon Networking Break
3:25 PM  Triumph at Total RevPar with your Data Arsenal

Explore the math Diamond Resorts uses to drive total revenue through acquiring guests with the highest ancillary purchase potential.

  • Learn the best data practice to make high yielding decisions by segment and channel to maximize revenues
  • Timeshares, hotels, casinos...hear how to apply this data savvy logic to any successful revenue manager
  • Analyze and predict the anticipated total spend for each guest beyond just rate to enhance all profits

Eric Gravelle VP, Revenue Management - North America Diamond Resorts International

3:45 PM  NDC: Personalized Offers, Pricing Autonomy, and Ancillary Revenue

IATA's NDC (New Distribution Capability), an XML-based data transmission standard, and ONE Order, the concept of a single customer order record that holds all data elements across the travel cycle, are becoming reality.

In the future, standardized APIs will be the basis for the transportation industry. Lufthansa was the first ONE Order-certified airline in the world. How is NDC being used for pricing autonomy and ancillary revenue generation?

Michael Childers Chief Consultant, Content & Media Strategy Lufthansa Systems

4:05 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

4:25 PM  Panel: 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 partnership development openjaunt

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
8:45 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

Chairman & Moderator: John T. Peters Managing Director-Mercantile Brush Creek Ranch

9:10 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

Elizabeth Crabill CEO CIE Tours

Tata Crocombe Managing Director Aitutaki Lagoon Private Island Resort

Dan Christian Global Chief Digital Officer The Travel Corporation

9:45 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 customers 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

10:10 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

10:35 AM Morning Networking Break
11:05 AM  Panel: 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

John Maguire Chief Executive Officer and President CruiseDirect

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

11:40 AM  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

12:05 PM  The Mid-Level Guide to the Distribution & Revenue Game when the Big Get Bigger

Kimberly Borman Director Key Accounts North America Expedia Group

12:25 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

12:45 PM Networking Lunch
1:45 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

Moderator: Dwight Sholes Marketing and Organizational Development Consultant Sholes LLC

2:05 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

2:25 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

2:45 PM  CX-Driven Loyalty: Finding Quick Wins
  • Building customer loyalty that goes beyond the transaction is critical to the bottom line
  • Loyalty starts with a customer-centric approach, that includes a deep understanding of the customer, designing for the customer and finally, engaging the customer. Getting all of that right is a daunting task, but it is possible to find quick wins along the way
  • In this session, we will explore the ways some leading brands in the Travel & Hospitality space have created immediate value by changing how they engage with their customers

Yotam Benami Chief Marketing Officer Idomoo

3:05 PM  Are the 2020s the Decade for the Alternative Lodging 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.

  • Capitalize on the opportunity to leverage unused living spaces and transform them into pop-up hotels
  • Discover the evolving mindset of business and leisure travelers, and how alternative lodging meets their needs
  • What lies ahead for WhyHotel: the blending of Hospitality and Multi-Family Real Estate

Miguel Oliveira Chief Marketing Officer WhyHotel

3:25 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

3:50 PM Afternoon Networking Break
4:10 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

4:50 PM  Redefining Revenue Management in the Cruise Industry
  • Leverage data analytics to drive your revenue performance
  • Utilize machine learning and automation to scale your RM practice
  • Bring your RM team along for the ride

Michael Goldner Vice President, Revenue Management Royal Caribbean International

5:10 PM  Panel: 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

Rosalind Hunter Senior Director, Leisure Travel and Transportation Practice Simon-Kucher & Partners

5:45 PM  Panel: 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

Antonio Costa Head of Digital The Tour Guy

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

6:20 PM End of Day 1 – Networking Drinks

Purchase the post-conference materials

Get the full recordings, all slides and the post event report here!

Day 2 – Oct 29


Keynotes
8:45 AM  Explore the Intersection of Innovation, Technology, Data & Analytics and its Impact on the Customer Experience & Performance
  • How technology is fuelling innovation and performance in the hospitality industry 
  • Use Data & Analytical insights to deliver a truly exceptional and personalized experience for your customers
  • Leverage customer preference to deliver stronger owner returns

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

Chairman & Moderator: John T. Peters Managing Director-Mercantile Brush Creek Ranch

9:10 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

Dan Christian Global Chief Digital Officer The Travel Corporation

9:35 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

10:00 AM  Using Hotel WiFi to Drive the Next Visit and Acquire Shadow Guests

Are you looking for the ROI when upgrading your Wireless Infrastructure?

Learn how Virgin Hotels and the Sydney Opera House partnered with Cisco and Local Measure to drive more revenue by identifying, understanding and retaining their customers using their WiFi networks.

Virgin Case Study Video

Sydney Opera House Video

Ian-Michael Farkas Vice President Strategic Accounts Local Measure

10:25 AM Morning Networking Break
10:55 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 General Manager Century Mile Racetrack and Casino

11:20 AM  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

11:45 AM  Panel: 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

12:20 PM Networking Lunch
1:20 PM  Win the Direct Booking, Attack Distribution Costs, Maximize Profits

Navigate the distribution jungle and emerge with the direct booking and unrivalled profits.

Steve Sickel Chief Executive Officer RoomKey

Moderator: Joerg Esser Partner Roland Berger

1:40 PM  Success with Cross-Channel Personalization

Today, the customer is in control of their own booking journey.

  • Research has proven it is essential to deliver marketing message that are relevant and timely to the individual traveler, not their device.
  • Improve the process of analyzing data points to create highly personalized direct mail messages delivered at just the right time.
  • The results may be smaller audiences, but with higher relevance and a larger, measurable ROI.

Brian DeLaite VP, Sales & Business Development LS Direct Marketing

2:00 PM  Enabling Transformation in a Disruptive Digital Ecosystem
  • Embrace innovate technology offerings underpinned by AI/ML, VR, AR, predictive analytics and blockchain to change how you view the individual customer and deliver value through personalization
  • Take advantage of the exponentially evolving digital economy to thrive in distribution, consumer preferences and loyalty
  • Pursue the right catalyst that enables you to leverage these exciting innovations helping optimize revenues by leveraging on the evolving distribution landscape

Raj Sivakumar Practice leader, Travel and Hospitality WNS

2:20 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

2:55 PM Afternoon Networking Break
3:25 PM  Triumph at Total RevPar with your Data Arsenal

Explore the math Diamond Resorts uses to drive total revenue through acquiring guests with the highest ancillary purchase potential.

  • Learn the best data practice to make high yielding decisions by segment and channel to maximize revenues
  • Timeshares, hotels, casinos...hear how to apply this data savvy logic to any successful revenue manager
  • Analyze and predict the anticipated total spend for each guest beyond just rate to enhance all profits

Eric Gravelle VP, Revenue Management - North America Diamond Resorts International

3:45 PM  NDC: Personalized Offers, Pricing Autonomy, and Ancillary Revenue

IATA's NDC (New Distribution Capability), an XML-based data transmission standard, and ONE Order, the concept of a single customer order record that holds all data elements across the travel cycle, are becoming reality.

In the future, standardized APIs will be the basis for the transportation industry. Lufthansa was the first ONE Order-certified airline in the world. How is NDC being used for pricing autonomy and ancillary revenue generation?

Michael Childers Chief Consultant, Content & Media Strategy Lufthansa Systems

4:05 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

4:25 PM  Panel: 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 partnership development openjaunt

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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