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Develop a digital, CX-centred commercial strategy that boosts profits, enhances customer loyalty and maximizes sales

Day 1 – 8:55 - 7:00


8:55 - 9:00: Chair’s Introduction

Conference Chairman: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

KEYNOTE SESSIONS: THE MODERN FACE OF TRAVEL
9:00 – 10:05: Exploit the latest consumer trends to sell more travel

Insta-holidays, minibreaks, wellness travel and b-leisure, just a few of the various trends set to hit the travel industry this year. Make sure you’re ready to offer your customers what they want as and when these movements arise.

  • Secure a second-to-none customer experience (CX) by capitalising on data to understand and anticipate local consumer trends and position your offering accordingly
  • Appeal to individual customer groups on a global scale, understand their habits and offer a product that directly responds to their needs
  • Play into your customers’ desire for immersive and experiential travel with a holistic CX, which utilises Artificial Intelligence, Virtual Reality and Chatbots and improve your retention rates.

Best Western Hotels Robert Paterson Chief Executive Officer Best Western Hotels

Viacom Russell Samuel VP Creative and Integrated Marketing Viacom Velocity International

Millennium Hotels and Resorts Franck Kermarrec Chief Marketing Officer Millennium Hotels and Resorts

Accor Martine Gorce-Momboisse SVP Global Marketing Economy and Midscale Brands Accor

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

10:05 – 11:10: Adapt to unpredictability in politics, markets, legislation and regulation and thrive in turbulent times

2019 is undoubtedly a year of change, with an economic slump looming and the uncertainty of Brexit causing concern. Adapting to this new climate, both at the organisation and market level, is key to success this year.

  • Safeguard your company, its workers and your profit margins against Brexit, travel bans and global politics and implement a fool-proof protection strategy that shields you from uncertainty
  • Adhere to legal obligations and get practical advice about the latest regulations affecting the industry in relation to packaged travel, alternative accommodation, data privacy and customer protection
  • Understand how over-tourism affects your customer experience and negatively impacts sales and find solutions that are sustainable and efficient

Meetings.com Bas Lemmens Chief Executive Officer Meetings.com

Rough Guides Rene Frey Chief Executive Officer Rough Guides

UKinbound Joss Croft Chief Executive Officer UKinbound

Moderator: ennea Cassian Silins Partner & MD UK ennea

11:10 – 11:40: Morning Coffee Break
11:40 – 12:40: Reduce costs and boost organisational efficiency by driving digital change across the company

There’s no two ways about it – legacy systems are a nuisance and only slow us down. Make sure you can reach your commercial goals and make real profits by implementing digital reform across your company.

  • Invest in a centralised, cross-departmental database system that allows you to leverage your data better to cut costs, create a better user experience based on real-time data and drive overall commercial profitability
  • Expedite change by road-mapping a new commercial structure, with the customer at its centre, facilitated by company-wide digital transformation
  • Drive efficiency by introducing new systems that automate repetitive administrative tasks and harmonize operations across the company
  • Get expert tips on translating digital behaviors and habits into a genuine growth driver
  • From efficiency to customer experience, hear the pillars digital transformation and get to grips with commercial transformation as a key enabler of digital transformation
  • From driving distribution cost savings to fighting for your fair share – the importance of direct channels and the right channel mix

Facebook & Instagram Neasa Bannon Head of Travel Marketing EMEA Facebook & Instagram

Finnair Esamatti Vuolle Product Owner Finnair

Boomerang Reisen Gmbh Tomas Garcia Hertz Chief Executive Officer Boomerang Reisen Gmbh

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

12:40 – 1:40: Networking Lunch Break — Sponsored by Mapp DigitalMapp Logo
1:40 – 2:35: Drive loyalty by keeping customers engaged throughout the travel journey
  • Develop a seamless UX with Artificial Intelligence, as a data analysis tool in the inspiration phrase and later, using chatbots to ensure questions are swiftly answered
  • Bring value by using your profile of customers to send out communications, keeping them up-to-date with all details of their trip
  • Develop a loyal customer base by implementing a post-travel marketing campaign that reminds your customers of their experience with you after they’ve returned home
  • Meet Consumers Where They Are: Learn about the future of mobile B2C messaging and how major travel brands are using RCS Business Messaging, the next-level of SMS technology, to reach their customers - and keep them engaged

AccorHotels Fernand Fernandez Senior Vice President, Guest Experience and Engagement, Accor

izi.TRAVEL Alex Tourski Founder izi.TRAVEL

Google Rob Lawson Global Partnerships Google

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

2:35 – 2:50: The Product Is the Marketing: Discover how a good product will save excessive marketing spend

Hear a case-study on TrainPal and you’ll

  • Identify customer pain points
  • Get tips on building an excellent product
  • Explore the magic of TV endorsement
  • Discuss the role of apps and the value of Appstore recommendations
  • Find out how to go viral on social media

Ctrip Amy Wei CEO of International Train Ticketing Ctrip

Moderator: Travel Massive Matthew Gardiner London Director Travel Massive

2:50 – 3:20: : Networking Coffee Break
3:20 – 4:05: Balance direct and indirect channels: Maintain a reputable brand image, protect your inventory and boost loyalty with a centralised distribution strategy
  • Deliver a superior guest experience, integrating new technologies and content strategies into your multi-channel engagement strategy and omnichannel approach
  • Understand your data better, creating fully personalised messages around your customers’ behaviours
  • Deploy the latest content formats to provide customers with an unforgettable online customer experience with 3D Images and Virtual Reality and produce content that epitomizes your brand message and boosts bookings
  • Protect your inventory by getting your third-party distribution strategy under control, navigate complex contracts and create dynamic working relations with industry stakeholders
  • Avoid getting undercut by wholesalers with robust parity guidelines and get to grips with when, where and at what price your product is being sold

GCH Hotels GmbH Daniel Wishnia Digital Marketing Consultant GCH Hotels GmbH

Amazon Pay Thomas Gmelch Head of Travel & Mobility Amazon Pay

IHG Shailesh Pallipuram VP Channels, Europe, Middle East, Asia and Africa IHG

Hyatt Sanchit Rege Manager E-Distribution Hyatt

Moderator: Travel Massive Matthew Gardiner London Director Travel Massive

4:05 – 4:50: Develop a customer-centric business plan to transform the customer experience, optimise efficiency and secure loyalty
  • Recalibrate your commercial structure and prioritise customer satisfaction to grow profits and maximise employee morale as your departments collaborate towards common goals
  • Implement dynamic working structures to optimise your data, build stronger profiles of customer groups and understand how their preferences vary by geography, age and traveller type
  • Revitalise your CX by designing an experience that reflects what customers actually want at every stage of the booking journey

Highgate Hotels Gopakumar Menon VP – Distribution & Revenue Management Highgate Hotels

Pierre & Vacances Centre Parcs Gregory Sion Senior VP - Sales & eCommerce Pierre & Vacances Centre Parcs

Moderator: TIBCO Philip Walker Senior Account Executive – Enterprise TIBCO

4:50 – 5:40: Grow ancillary sales and boost your value proposition through strategic partnerships
  • Build global partnerships with leaders in other markets using innovative technologies, drive your international presence and reach more customers
  • Data isn’t just for marketing; identify customer behaviours and interests and introduce a partnership strategy that makes it easier for you to offer everything your customers want in one place
  • Get tips from companies who’ve grown their market share by engaging in collaborative product development and offer a seamless UX
  • Amplify profitability by embracing dynamic packaging solutions and offering customers everything they need for the entirety of their trip

KAYAK Eva Fouquet VP, Strategic Partnerships KAYAK

Transfer Travel Simon Powell Chief Executive Officer Transfer Travel

Fairmont Raffles Hotels International Barbara Pezzi Independent Consultant, Formerly Director of Search and Marketing Optimisation Fairmont Raffles Hotels International

Moderator: Travel Massive Matthew Gardiner London Director Travel Massive

5:40 – 5:55: Keep up with the VUCA world with a Systemic Digital Transformation

New apps, features, chatbots, AI - your company is growing fast but is it ready to handle the digital shift in a volatile and complex business environment? Digital transformation may be the obvious answer to that problem, but the truth is that it can take years and even then, be highly ineffective. Anna Zarudzka, Co-CEO at Boldare, the digital product design and development company, will discuss one specific type - a systemic digital transformation - that is efficient, quick and delivers immediate value, allowing you to change your company progressively and release new products to market quickly.

Boldare Anna Zarudzka Co-CEO Boldare

5:55 – 7:00: Networking Drinks Party

Day 2 – 9:00 – 4:30


9:00 – 10:10: Transform the customer experience and optimise organisational efficiency with Artificial Intelligence

Ten years ago, AI belonged to the world of sci-fi. The latest innovations in Artificial Intelligence give us the power even to read customer data and anticipate their next purchase decisions before any searching has begun.

  • Explore the powerful fusion of AI and human creativity and empathy—and why all are necessary components of CX
  • Leverage AI and ML, including chatbots, to create highly-relevant, personalised and consistent CX that is both meaningful for customers and profitable for business
  • Turn industry insights about AI into practical takeaways to help you solve the unique challenges of your airline or OTA, from boosting sales and customer profiling to providing exceptional and personalised service
  • Be brand efficient, stress-free and truly international: Invest in AI solutions that will improve your long-term profit margins and make check-in less burdensome

cwt Andrew Jordan Executive Vice President and Chief Technology Officer CWT

AirHelp Kasper Rasmussen VP Strategic Partnerships AirHelp

Expedia Nuno Castro Director of Data Science Expedia

Conversocial Chris Venus VP Professional Services Conversocial

Moderator: TIBCO Philip Walker Senior Account Executive – Enterprise TIBCO

10:10 – 10:55: Drive revenue and appeal to both business and leisure travellers by embracing mobility partners

From car sharing to trains and buses, mobility has the potential to revolutionise the travel industry by changing the way people explore new cities.

  • Unlock new revenue streams by partnering with mobility companies to offer customers the option of pre-booking on-ground transport before they travel
  • Offer corporate loyalty programmes which include on-the-ground transportation and take advantage of a new, more fruitful consumer source
  • Connect the trip: see ground transport as the “glue” that binds the trip together

CheckmyBus Marc Hofmann Chief Executive Officer CheckmyBus

Booking.com David Adamczyk Director of Strategy, Transport Division Booking.com

Moderator: Roland Berger Joerg Esser Partner Roland Berger

10:55 – 11:25: Networking Coffee break
11:25 – 11:45: From Batch and Blast to Hyper-personalised Communications: How lastminute.com Increased Their Order Value by 18% Optimove Logo

Optimove Moshe Demri VP Revenue Optimove

lastminute.com Marco Bardicchia CRM Performance Manager lastminute.com

11:45 – 1:00: Avoid commoditisation: differentiation strategies for the digital age

Travel is no longer about providing a service. If all you are doing is putting heads in beds, then you’re missing a trick. Nowadays, it’s all about leveraging the experiences you can offer customers to stand out from competitors.

  • Establish genuine loyalty by creating distinctive product offerings with packages and experiences that excite your key customer segments
  • Advance your CX by investing in front-of-house training that ensures employees become experts in your brand and the experiences you can offer
  • Encourage a more friendly, human approach across the company and make it easier for customers to contact your company to construct a more personal brand image and memorable UX

Zoku Hans Meyer Co-Founder and Managing Director Zoku

Bidroom Michael Ros Founder & Chief Executive Officer Bidroom

Ryanair Dara Brady Digital Director Ryanair

Virgin Atlantic Daniel Kerzner VP – Customer Experience Virgin Atlantic

Moderator: EyeforTravel Pamela Whitby Editor EyeforTravel

1:00 – 2:00: Networking Lunch Break
2:00 - 2:45: Give your customer the Mobile Experience they crave to lock in bookings
  • Give customers the mobile experience they crave with a digital travel product that enhances UX, drives loyalty and reduces online abandonment rates
  • capitalise on your mobile data to produce deeper personalisation and develop a more holistic, end-to-end travel experience
  • Adapt your product to the mobile interface; renovate your eCommerce and payment methods and deliver a seamless digital customer experience
  • Milliseconds earn millions: Uncover hidden revenue with your own website and create a fast, reliable and engaging mobile experience that meets your customers’ expectations

Google Becky Power Director of Travel Google

HomeAway Karen Mullins Managing Director UK & Ireland HomeAway

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

2:45 – 3:25: Tap into the experiential, authentic travel market and appeal to new groups of travellers and avoid missing out on profitable segments
  • Gain the loyalty of millennial customers and achieve brand recognition by personalising your brand’s local messages, emulating the local experience provided by the alternative accommodation giants and affording unforgettable experiences
  • Give customers a more authentic travel experience by partnering with destination marketing organisations and local agents who can give you insider knowledge that only a native would know
  • Reap profits and raise your customer experience to new heights by embracing modern room and stay-period technologies and complimenting them with an outstanding in-house customer service

TrustedHousesitters Georgina Richardson Chief Operating Officer TrustedHousesitters

MountVacation Dejan Romih Founder & CEO MountVacation

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

3:25 – 4:10: Develop a unique value proposition by selling tours and activities online

When it comes to on-the-ground purchases, as travel companies, we can do much more. Offer more on your website by partnering with local service providers and optimise your customer experience.

  • Cut costs by offering tours and activities, MICE and airport services to customers directly on your brand website and ensure a holistic online customer experience
  • Get advice on how to partner with local tour operators and corporate meeting coordinators around the globe; speak in a language that resonates and get their products online without reworking your entire business plan
  • Establish partnerships with local tour operators, corporate meeting coordinators and airports so you can amplify your product and offer your customer everything they need during their trip
  • Use the latest technologies and connectivity to integrate tours and activities into your product offering without losing out to more technologically efficient competitors

Civitatis Enrique Espinel Chief Operating Officer Civitatis

Withlocals Matthijs Keij Chief Executive Officer Withlocals

Moderator: SEO Travel Tom Mcloughlin Managing Director SEO Travel

4:10 – 4:30: Networking Coffee Break / End of Conference

Day 1 – 8:55 - 7:00


8:55 - 9:00: Chair’s Introduction

Conference Chairman: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

KEYNOTE SESSIONS: THE MODERN FACE OF TRAVEL
9:00 – 10:05: Exploit the latest consumer trends to sell more travel

Insta-holidays, minibreaks, wellness travel and b-leisure, just a few of the various trends set to hit the travel industry this year. Make sure you’re ready to offer your customers what they want as and when these movements arise.

  • Secure a second-to-none customer experience (CX) by capitalising on data to understand and anticipate local consumer trends and position your offering accordingly
  • Appeal to individual customer groups on a global scale, understand their habits and offer a product that directly responds to their needs
  • Play into your customers’ desire for immersive and experiential travel with a holistic CX, which utilises Artificial Intelligence, Virtual Reality and Chatbots and improve your retention rates.

Best Western Hotels Robert Paterson Chief Executive Officer Best Western Hotels

Viacom Russell Samuel VP Creative and Integrated Marketing Viacom Velocity International

Millennium Hotels and Resorts Franck Kermarrec Chief Marketing Officer Millennium Hotels and Resorts

Accor Martine Gorce-Momboisse SVP Global Marketing Economy and Midscale Brands Accor

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

10:05 – 11:10: Adapt to unpredictability in politics, markets, legislation and regulation and thrive in turbulent times

2019 is undoubtedly a year of change, with an economic slump looming and the uncertainty of Brexit causing concern. Adapting to this new climate, both at the organisation and market level, is key to success this year.

  • Safeguard your company, its workers and your profit margins against Brexit, travel bans and global politics and implement a fool-proof protection strategy that shields you from uncertainty
  • Adhere to legal obligations and get practical advice about the latest regulations affecting the industry in relation to packaged travel, alternative accommodation, data privacy and customer protection
  • Understand how over-tourism affects your customer experience and negatively impacts sales and find solutions that are sustainable and efficient

Meetings.com Bas Lemmens Chief Executive Officer Meetings.com

Rough Guides Rene Frey Chief Executive Officer Rough Guides

UKinbound Joss Croft Chief Executive Officer UKinbound

Moderator: ennea Cassian Silins Partner & MD UK ennea

11:10 – 11:40: Morning Coffee Break
11:40 – 12:40: Reduce costs and boost organisational efficiency by driving digital change across the company

There’s no two ways about it – legacy systems are a nuisance and only slow us down. Make sure you can reach your commercial goals and make real profits by implementing digital reform across your company.

  • Invest in a centralised, cross-departmental database system that allows you to leverage your data better to cut costs, create a better user experience based on real-time data and drive overall commercial profitability
  • Expedite change by road-mapping a new commercial structure, with the customer at its centre, facilitated by company-wide digital transformation
  • Drive efficiency by introducing new systems that automate repetitive administrative tasks and harmonize operations across the company
  • Get expert tips on translating digital behaviors and habits into a genuine growth driver
  • From efficiency to customer experience, hear the pillars digital transformation and get to grips with commercial transformation as a key enabler of digital transformation
  • From driving distribution cost savings to fighting for your fair share – the importance of direct channels and the right channel mix

Facebook & Instagram Neasa Bannon Head of Travel Marketing EMEA Facebook & Instagram

Finnair Esamatti Vuolle Product Owner Finnair

Boomerang Reisen Gmbh Tomas Garcia Hertz Chief Executive Officer Boomerang Reisen Gmbh

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

12:40 – 1:40: Networking Lunch Break — Sponsored by Mapp DigitalMapp Logo
1:40 – 2:35: Drive loyalty by keeping customers engaged throughout the travel journey
  • Develop a seamless UX with Artificial Intelligence, as a data analysis tool in the inspiration phrase and later, using chatbots to ensure questions are swiftly answered
  • Bring value by using your profile of customers to send out communications, keeping them up-to-date with all details of their trip
  • Develop a loyal customer base by implementing a post-travel marketing campaign that reminds your customers of their experience with you after they’ve returned home
  • Meet Consumers Where They Are: Learn about the future of mobile B2C messaging and how major travel brands are using RCS Business Messaging, the next-level of SMS technology, to reach their customers - and keep them engaged

AccorHotels Fernand Fernandez Senior Vice President, Guest Experience and Engagement, Accor

izi.TRAVEL Alex Tourski Founder izi.TRAVEL

Google Rob Lawson Global Partnerships Google

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

2:35 – 2:50: The Product Is the Marketing: Discover how a good product will save excessive marketing spend

Hear a case-study on TrainPal and you’ll

  • Identify customer pain points
  • Get tips on building an excellent product
  • Explore the magic of TV endorsement
  • Discuss the role of apps and the value of Appstore recommendations
  • Find out how to go viral on social media

Ctrip Amy Wei CEO of International Train Ticketing Ctrip

Moderator: Travel Massive Matthew Gardiner London Director Travel Massive

2:50 – 3:20: : Networking Coffee Break
3:20 – 4:05: Balance direct and indirect channels: Maintain a reputable brand image, protect your inventory and boost loyalty with a centralised distribution strategy
  • Deliver a superior guest experience, integrating new technologies and content strategies into your multi-channel engagement strategy and omnichannel approach
  • Understand your data better, creating fully personalised messages around your customers’ behaviours
  • Deploy the latest content formats to provide customers with an unforgettable online customer experience with 3D Images and Virtual Reality and produce content that epitomizes your brand message and boosts bookings
  • Protect your inventory by getting your third-party distribution strategy under control, navigate complex contracts and create dynamic working relations with industry stakeholders
  • Avoid getting undercut by wholesalers with robust parity guidelines and get to grips with when, where and at what price your product is being sold

GCH Hotels GmbH Daniel Wishnia Digital Marketing Consultant GCH Hotels GmbH

Amazon Pay Thomas Gmelch Head of Travel & Mobility Amazon Pay

IHG Shailesh Pallipuram VP Channels, Europe, Middle East, Asia and Africa IHG

Hyatt Sanchit Rege Manager E-Distribution Hyatt

Moderator: Travel Massive Matthew Gardiner London Director Travel Massive

4:05 – 4:50: Develop a customer-centric business plan to transform the customer experience, optimise efficiency and secure loyalty
  • Recalibrate your commercial structure and prioritise customer satisfaction to grow profits and maximise employee morale as your departments collaborate towards common goals
  • Implement dynamic working structures to optimise your data, build stronger profiles of customer groups and understand how their preferences vary by geography, age and traveller type
  • Revitalise your CX by designing an experience that reflects what customers actually want at every stage of the booking journey

Highgate Hotels Gopakumar Menon VP – Distribution & Revenue Management Highgate Hotels

Pierre & Vacances Centre Parcs Gregory Sion Senior VP - Sales & eCommerce Pierre & Vacances Centre Parcs

Moderator: TIBCO Philip Walker Senior Account Executive – Enterprise TIBCO

4:50 – 5:40: Grow ancillary sales and boost your value proposition through strategic partnerships
  • Build global partnerships with leaders in other markets using innovative technologies, drive your international presence and reach more customers
  • Data isn’t just for marketing; identify customer behaviours and interests and introduce a partnership strategy that makes it easier for you to offer everything your customers want in one place
  • Get tips from companies who’ve grown their market share by engaging in collaborative product development and offer a seamless UX
  • Amplify profitability by embracing dynamic packaging solutions and offering customers everything they need for the entirety of their trip

KAYAK Eva Fouquet VP, Strategic Partnerships KAYAK

Transfer Travel Simon Powell Chief Executive Officer Transfer Travel

Fairmont Raffles Hotels International Barbara Pezzi Independent Consultant, Formerly Director of Search and Marketing Optimisation Fairmont Raffles Hotels International

Moderator: Travel Massive Matthew Gardiner London Director Travel Massive

5:40 – 5:55: Keep up with the VUCA world with a Systemic Digital Transformation

New apps, features, chatbots, AI - your company is growing fast but is it ready to handle the digital shift in a volatile and complex business environment? Digital transformation may be the obvious answer to that problem, but the truth is that it can take years and even then, be highly ineffective. Anna Zarudzka, Co-CEO at Boldare, the digital product design and development company, will discuss one specific type - a systemic digital transformation - that is efficient, quick and delivers immediate value, allowing you to change your company progressively and release new products to market quickly.

Boldare Anna Zarudzka Co-CEO Boldare

5:55 – 7:00: Networking Drinks Party

Purchase the post-conference materials

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

Day 2 – 9:00 – 4:30


9:00 – 10:10: Transform the customer experience and optimise organisational efficiency with Artificial Intelligence

Ten years ago, AI belonged to the world of sci-fi. The latest innovations in Artificial Intelligence give us the power even to read customer data and anticipate their next purchase decisions before any searching has begun.

  • Explore the powerful fusion of AI and human creativity and empathy—and why all are necessary components of CX
  • Leverage AI and ML, including chatbots, to create highly-relevant, personalised and consistent CX that is both meaningful for customers and profitable for business
  • Turn industry insights about AI into practical takeaways to help you solve the unique challenges of your airline or OTA, from boosting sales and customer profiling to providing exceptional and personalised service
  • Be brand efficient, stress-free and truly international: Invest in AI solutions that will improve your long-term profit margins and make check-in less burdensome

cwt Andrew Jordan Executive Vice President and Chief Technology Officer CWT

AirHelp Kasper Rasmussen VP Strategic Partnerships AirHelp

Expedia Nuno Castro Director of Data Science Expedia

Conversocial Chris Venus VP Professional Services Conversocial

Moderator: TIBCO Philip Walker Senior Account Executive – Enterprise TIBCO

10:10 – 10:55: Drive revenue and appeal to both business and leisure travellers by embracing mobility partners

From car sharing to trains and buses, mobility has the potential to revolutionise the travel industry by changing the way people explore new cities.

  • Unlock new revenue streams by partnering with mobility companies to offer customers the option of pre-booking on-ground transport before they travel
  • Offer corporate loyalty programmes which include on-the-ground transportation and take advantage of a new, more fruitful consumer source
  • Connect the trip: see ground transport as the “glue” that binds the trip together

CheckmyBus Marc Hofmann Chief Executive Officer CheckmyBus

Booking.com David Adamczyk Director of Strategy, Transport Division Booking.com

Moderator: Roland Berger Joerg Esser Partner Roland Berger

10:55 – 11:25: Networking Coffee break
11:25 – 11:45: From Batch and Blast to Hyper-personalised Communications: How lastminute.com Increased Their Order Value by 18% Optimove Logo

Optimove Moshe Demri VP Revenue Optimove

lastminute.com Marco Bardicchia CRM Performance Manager lastminute.com

11:45 – 1:00: Avoid commoditisation: differentiation strategies for the digital age

Travel is no longer about providing a service. If all you are doing is putting heads in beds, then you’re missing a trick. Nowadays, it’s all about leveraging the experiences you can offer customers to stand out from competitors.

  • Establish genuine loyalty by creating distinctive product offerings with packages and experiences that excite your key customer segments
  • Advance your CX by investing in front-of-house training that ensures employees become experts in your brand and the experiences you can offer
  • Encourage a more friendly, human approach across the company and make it easier for customers to contact your company to construct a more personal brand image and memorable UX

Zoku Hans Meyer Co-Founder and Managing Director Zoku

Bidroom Michael Ros Founder & Chief Executive Officer Bidroom

Ryanair Dara Brady Digital Director Ryanair

Virgin Atlantic Daniel Kerzner VP – Customer Experience Virgin Atlantic

Moderator: EyeforTravel Pamela Whitby Editor EyeforTravel

1:00 – 2:00: Networking Lunch Break
2:00 - 2:45: Give your customer the Mobile Experience they crave to lock in bookings
  • Give customers the mobile experience they crave with a digital travel product that enhances UX, drives loyalty and reduces online abandonment rates
  • capitalise on your mobile data to produce deeper personalisation and develop a more holistic, end-to-end travel experience
  • Adapt your product to the mobile interface; renovate your eCommerce and payment methods and deliver a seamless digital customer experience
  • Milliseconds earn millions: Uncover hidden revenue with your own website and create a fast, reliable and engaging mobile experience that meets your customers’ expectations

Google Becky Power Director of Travel Google

HomeAway Karen Mullins Managing Director UK & Ireland HomeAway

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

2:45 – 3:25: Tap into the experiential, authentic travel market and appeal to new groups of travellers and avoid missing out on profitable segments
  • Gain the loyalty of millennial customers and achieve brand recognition by personalising your brand’s local messages, emulating the local experience provided by the alternative accommodation giants and affording unforgettable experiences
  • Give customers a more authentic travel experience by partnering with destination marketing organisations and local agents who can give you insider knowledge that only a native would know
  • Reap profits and raise your customer experience to new heights by embracing modern room and stay-period technologies and complimenting them with an outstanding in-house customer service

TrustedHousesitters Georgina Richardson Chief Operating Officer TrustedHousesitters

MountVacation Dejan Romih Founder & CEO MountVacation

Moderator: Genesys Digital Transformation Paul Richer Senior Partner Genesys Digital Transformation

3:25 – 4:10: Develop a unique value proposition by selling tours and activities online

When it comes to on-the-ground purchases, as travel companies, we can do much more. Offer more on your website by partnering with local service providers and optimise your customer experience.

  • Cut costs by offering tours and activities, MICE and airport services to customers directly on your brand website and ensure a holistic online customer experience
  • Get advice on how to partner with local tour operators and corporate meeting coordinators around the globe; speak in a language that resonates and get their products online without reworking your entire business plan
  • Establish partnerships with local tour operators, corporate meeting coordinators and airports so you can amplify your product and offer your customer everything they need during their trip
  • Use the latest technologies and connectivity to integrate tours and activities into your product offering without losing out to more technologically efficient competitors

Civitatis Enrique Espinel Chief Operating Officer Civitatis

Withlocals Matthijs Keij Chief Executive Officer Withlocals

Moderator: SEO Travel Tom Mcloughlin Managing Director SEO Travel

4:10 – 4:30: Networking Coffee Break / End of Conference

Purchase the post-conference materials

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