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

Day 1


KEYNOTE SESSIONS: THE MODERN FACE OF TRAVEL
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

NH Hotel Group Fernando Vives Chief Commercial Officer, NH Hotel Group

Virgin Atlantic Daniel Kerzner VP – Customer Experience Virgin Atlantic

Morning Coffee Break
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

Download your detailed event brochure

Complete speaker line-up · Programme for all sessions · Audience breakdown

Reduce costs and boost organisational efficiency by driving digital change across the company

There’s no two ways around 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

Finnair Esamatti Vuolle Product Owner Finnair

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

Pestana Hotel Group Luis Monteiro Executive Board Member - Digital, Product, Marketing and CRM Pestana Hotel Group

Networking Lunch break
The big picture stuff
Commercial strategies for the digital age
The hands-on stuff
Retain and delight your customers
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

AccorHotels Ian Di Tullio SVP - Guest (CXM, CRM, Digital & Loyalty) AccorHotels

Sidestep commissions and drive conversions on your brand website by optimising the online user experience
  • 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

GCH Hotels GmbH Daniel Wishnia Innovation and Digital Transformation Director GCH Hotels GmbH

Google Tim Atkinson Business Development - Communications Products and Services – EMEA Google

Maintain a reputable brand image and protect your inventory with a centralised distribution strategy
  • Protect your inventory by getting your third-party distribution strategy under control, navigate complex contracts and create dynamic working relations with industry stakeholders
  • Tackle the attribution problem and understand which distribution platform has the best return on investment; find out what devices your customers are using and build your distribution strategy accordingly
  • 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

Kempinski Hotels Riko van Santen VP - Digital Strategy & Distribution Kempinski Hotels

Personalise your message with automated marketing to cut costs and keep customers happy
  • Engage customers and personalise your offering by automating repetitive administrative tasks and making customer-facing employees responsible for your user experience
  • Boost your ancillary revenue and gain genuine loyalty by developing an automated, dynamic pricing model based around availability, demand and individual customer behaviour
  • Develop a fully personalisable service by investing in a mobile platform that allows customers to modify their experience to their wants and needs

Ctrip Amy Wei Group GM of International Train Ticketing Ctrip

Networking Coffee Break
Develop a customer-centric business plan to boost engagement 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
  • Improve your UX by implementing more dynamic working structures and integrate your data to build stronger profiles of customer groups
  • Drive loyalty by investing in partnerships that correspond to what your customers want and improve your overall offering
Drive ancillary sales and boost your value proposition by creating strategic alliances with innovative brands
  • Discover what investors are looking for from investments and how they find the companies that will succeed
  • Amplify profitability by embracing dynamic packaging solutions and offering customers everything they need for the entirety of their trip
  • Increase your value proposition and keep customers engaged with a partnership strategy based on customer insight, designed to offer customers everything they need in one place

Transfer Travel Simon Powell Chief Executive Officer Transfer Travel

KAYAK Cassian Sillins Senior Director - EMEA Accommodations KAYAK

NETWORKING DRINKS RECEPTION

Day 2


Exploit new revenue streams
Deliver a technologically-enhanced UX
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

Construct a dynamic partnership strategy and offer above and beyond your core offering to remain relevant
  • Grow your market share and profit from your existing infrastructure by engaging in collaborative product development with your existing partners to drive innovation and offer a seamless UX
  • Build global partnerships with leaders in other markets using innovative technologies to drive your international presence and reach more customers
  • Data isn’t just for marketing – use it to identify customer behaviours and interests and introduce a partnership strategy that makes it easier for you to offer everything your customers want

Download your detailed event brochure

Complete speaker line-up · Programme for all sessions · Audience breakdown

Attract Chinese tourists: get to grips with new social media, distribution strategies and purchasing habits
  • Find out from leading experts how to access Chinese consumers: form partnerships with local agents, understand local market trends and hear from the brains behind China’s biggest distribution platforms
  • Navigate the complex, local social media arena, understand how each platform can serve to boost local sales and predict Chinese consumer trends
  • Hear from European brands that have succeeded in securing a solid Chinese customer base and ensure you hit the ground running
Drive bookings by developing an application that allows people to find you from their phone
  • Give customers the mobile experience they crave with a digital travel product that enhances UX, drives loyalty and reduces online abandonment rates
  • Capitalize on your mobile date 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

Google Becky Power, Director of Travel Google

Networking Coffee break
AFTERNOON PLENARY SESSIONS: EXPERIENCE IS EVERYTHING
Drive revenue and appeal to business 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

CheckmyBus Marc Hofmann Chief Executive Officer CheckmyBus

AccorHotels Steven Taylor Chief Brand Officer AccorHotels

Uber Susan Hooper Non-Executive Director Uber

Loco2 Dave Ashton Chief Operating Officer Loco2

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

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

Zoku Hans Meyer Chief Executive Officer Zoku

Bidroom Michael Ros Founder & Chief Executive Officer Bidroom

Ryanair Dara Brady Digital Director Ryanair

Networking Lunch break
Develop a unique value proposition by selling tours and activities on your brand website

When it comes to on-the-ground purchases, as travel companies, we are really missing a trick. 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

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.

  • Boost sales and develop a superior CX with AI-powered technologies that collect data and build a profile of your individual customers and hyper-personalise your service
  • Keep your CX consistent throughout the customer journey by investing in AI-facilitated chatbots that improve your online interactions and ensure questions are swiftly answered
  • Be brand efficient, stress-free and truly international: Invest in AI robots that will improve your long-term profit margins and make check-in less burdensome

Expedia Partner Solutions Ariane Gorin President Expedia Partner Solutions

Nightly.travel David Ferreira Co-Founder and CEO Nightly.travel

Day 1


KEYNOTE SESSIONS: THE MODERN FACE OF TRAVEL
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

NH Hotel Group Fernando Vives Chief Commercial Officer, NH Hotel Group

Virgin Atlantic Daniel Kerzner VP – Customer Experience Virgin Atlantic

Morning Coffee Break
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

Download your detailed event brochure

Complete speaker line-up · Programme for all sessions · Audience breakdown

Reduce costs and boost organisational efficiency by driving digital change across the company

There’s no two ways around 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

Finnair Esamatti Vuolle Product Owner Finnair

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

Pestana Hotel Group Luis Monteiro Executive Board Member - Digital, Product, Marketing and CRM Pestana Hotel Group

Networking Lunch break
The big picture stuff
Commercial strategies for the digital age
The hands-on stuff
Retain and delight your customers
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

AccorHotels Ian Di Tullio SVP - Guest (CXM, CRM, Digital & Loyalty) AccorHotels

Sidestep commissions and drive conversions on your brand website by optimising the online user experience
  • 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

GCH Hotels GmbH Daniel Wishnia Innovation and Digital Transformation Director GCH Hotels GmbH

Google Tim Atkinson Business Development - Communications Products and Services – EMEA Google

Maintain a reputable brand image and protect your inventory with a centralised distribution strategy
  • Protect your inventory by getting your third-party distribution strategy under control, navigate complex contracts and create dynamic working relations with industry stakeholders
  • Tackle the attribution problem and understand which distribution platform has the best return on investment; find out what devices your customers are using and build your distribution strategy accordingly
  • 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

Kempinski Hotels Riko van Santen VP - Digital Strategy & Distribution Kempinski Hotels

Personalise your message with automated marketing to cut costs and keep customers happy
  • Engage customers and personalise your offering by automating repetitive administrative tasks and making customer-facing employees responsible for your user experience
  • Boost your ancillary revenue and gain genuine loyalty by developing an automated, dynamic pricing model based around availability, demand and individual customer behaviour
  • Develop a fully personalisable service by investing in a mobile platform that allows customers to modify their experience to their wants and needs

Ctrip Amy Wei Group GM of International Train Ticketing Ctrip

Networking Coffee Break
Develop a customer-centric business plan to boost engagement 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
  • Improve your UX by implementing more dynamic working structures and integrate your data to build stronger profiles of customer groups
  • Drive loyalty by investing in partnerships that correspond to what your customers want and improve your overall offering
Drive ancillary sales and boost your value proposition by creating strategic alliances with innovative brands
  • Discover what investors are looking for from investments and how they find the companies that will succeed
  • Amplify profitability by embracing dynamic packaging solutions and offering customers everything they need for the entirety of their trip
  • Increase your value proposition and keep customers engaged with a partnership strategy based on customer insight, designed to offer customers everything they need in one place

Transfer Travel Simon Powell Chief Executive Officer Transfer Travel

KAYAK Cassian Sillins Senior Director - EMEA Accommodations KAYAK

NETWORKING DRINKS RECEPTION

Download your detailed event brochure

Complete speaker line-up · Programme for all sessions · Audience breakdown

Day 2


Exploit new revenue streams
Deliver a technologically-enhanced UX
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

Construct a dynamic partnership strategy and offer above and beyond your core offering to remain relevant
  • Grow your market share and profit from your existing infrastructure by engaging in collaborative product development with your existing partners to drive innovation and offer a seamless UX
  • Build global partnerships with leaders in other markets using innovative technologies to drive your international presence and reach more customers
  • Data isn’t just for marketing – use it to identify customer behaviours and interests and introduce a partnership strategy that makes it easier for you to offer everything your customers want

Download your detailed event brochure

Complete speaker line-up · Programme for all sessions · Audience breakdown

Attract Chinese tourists: get to grips with new social media, distribution strategies and purchasing habits
  • Find out from leading experts how to access Chinese consumers: form partnerships with local agents, understand local market trends and hear from the brains behind China’s biggest distribution platforms
  • Navigate the complex, local social media arena, understand how each platform can serve to boost local sales and predict Chinese consumer trends
  • Hear from European brands that have succeeded in securing a solid Chinese customer base and ensure you hit the ground running
Drive bookings by developing an application that allows people to find you from their phone
  • Give customers the mobile experience they crave with a digital travel product that enhances UX, drives loyalty and reduces online abandonment rates
  • Capitalize on your mobile date 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

Google Becky Power, Director of Travel Google

Networking Coffee break
AFTERNOON PLENARY SESSIONS: EXPERIENCE IS EVERYTHING
Drive revenue and appeal to business 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

CheckmyBus Marc Hofmann Chief Executive Officer CheckmyBus

AccorHotels Steven Taylor Chief Brand Officer AccorHotels

Uber Susan Hooper Non-Executive Director Uber

Loco2 Dave Ashton Chief Operating Officer Loco2

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

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

Zoku Hans Meyer Chief Executive Officer Zoku

Bidroom Michael Ros Founder & Chief Executive Officer Bidroom

Ryanair Dara Brady Digital Director Ryanair

Networking Lunch break
Develop a unique value proposition by selling tours and activities on your brand website

When it comes to on-the-ground purchases, as travel companies, we are really missing a trick. 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

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.

  • Boost sales and develop a superior CX with AI-powered technologies that collect data and build a profile of your individual customers and hyper-personalise your service
  • Keep your CX consistent throughout the customer journey by investing in AI-facilitated chatbots that improve your online interactions and ensure questions are swiftly answered
  • Be brand efficient, stress-free and truly international: Invest in AI robots that will improve your long-term profit margins and make check-in less burdensome

Expedia Partner Solutions Ariane Gorin President Expedia Partner Solutions

Nightly.travel David Ferreira Co-Founder and CEO Nightly.travel

Download your detailed event brochure

Complete speaker line-up · Programme for all sessions · Audience breakdown