Digital Travel Europe 2017

27 - 28 June, 2017

The Tower Hotel, London

Contact Us: +44 (0) 207 368 9332

Day 1

Day 1

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8:00 AM Registration and Morning Refreshments

8:40 AM Welcome from the Conference Director – Susie Benaim, Director, Digital Travel Summit

8:50 AM Opening Remarks from the Chairperson

Chris Micklethwaite, former CIO, TUI Group, CEO, 3PointsDigital, 3PointsDigital

 Chris Micklethwaite
Chris Micklethwaite
former CIO, TUI Group, CEO, 3PointsDigital
3PointsDigital
A UK consultancy helping organisations to become customer-led, by maximising opportunities in technology and finding new sources of customer and business value. Digital Strategy - Our approach is holistic and pragmatic, taking into account current digital maturity, strengths, weaknesses and opportunities, in people, process, technology, organisatio ...[Read More]

Evolution of The European Online Travel Market
9:00 AM KEYNOTE INTERVIEW: Next generation customer experience – how to meet the needs of your customers in 2020

David Doyle, Director, Personalised Customer Experience, Lufthansa

  • What needs to be done to successfully bridge the gap between marketing, sales and customer service? 
  • Where are the innovations and success in smarter CRM systems powered by AI and how can they be leveraged by the travel industry?
  • What level of personalisation is really needed for conversion and loyalty through omni-channel activity?
  • Who are the winners and losers in the fight to achieve the best CX in travel?
 David Doyle
David Doyle
Director, Personalised Customer Experience
Lufthansa
David is responsible for setting the direction for the Lufthansa Group's customer personalization activities. He is involved in solving the simple problems with creativity and the more complex problems by leveraging data-driven insights and analytics, as well as implementation and optimization of multi-channel personalized CX campaigns alongside ou ...[Read More]

9:20 AM INTERVIEW: Discover how faster performance and better security helped TUI Travel to drive both greater conversions across web and mobile while also protecting against malicious traffic and Bots

Andrew Bartlam, VP, EMEA, Instart Logic

Vihang Shah, Group Enterprise Architect, TUI Group

  • How are changing populations impacting global travel systems and changing who that customer of the future is? 

  • How are travel suppliers developing engagement channels and products that cater for an ageing society? 

  • Evaluating how the consumer landscape has evolved regarding work-life dynamics, peer economies, eco-ethical concerns and product bundling 

  • Assessing parallel shifts in the European technology landscape; connectivity, AI, remote control and consumer devices 

  • How have recent travel trends impacted traveller behaviour and how will this impact their future travel choices?

 Andrew Bartlam
Andrew Bartlam
VP, EMEA
Instart Logic
Instart Logic is the world’s first endpoint-aware application delivery solution that makes websites and applications fast, secure, and easy to operate. Instart Logic’s platform combines machine learning, virtualisation, and open APIs with a content delivery network (CDN) for global delivery. Using Instart Logic, organisations like Kate Spade, Offic ...[Read More]

 Vihang Shah
Vihang Shah
Group Enterprise Architect
TUI Group
Vihang works on TUI's biggest Big-Data based Machine Learning projects and strategy. He has technical leadership in innovation across the group including engaging with relevant startups and architectural governance across the group on key projects. ...[Read More]

9:40 AM ALL STAR PANEL: What does it take to transform your business into a fully agile digital enterprise?

Pernilla Edelsvard, Head of Digital, SAS

Gurmej Bahia, Senior Director, Digital eCommerce & Acquisition, Hilton

Jon Lord, Commercial Director, UK, Criteo

Alan Coates, Head, Planning and Delivery, RyanAir

Moderated By:
Chris Micklethwaite
, former CIO, TUI Group, CEO, 3PointsDigital, 3PointsDigital

  • What is the true value of digital for your business and how can you build a successful digital strategy in line with this?
  • Dissecting what a CDO needs to look like and offer to transform the travel company successfully
  • How does digital complement offline activities when developing that complete customer journey?
  • What are the practical benefits that can be seen through the introduction of senior digital positions into legacy organisations?
 Pernilla Edelsvard
Pernilla Edelsvard
Head of Digital
SAS
Pernilla is currently Head of Digital at SAS within the Customer Journey & Loyalty Management Team with responsibility for digital product and service development for the entire customer journey. She manages a team of 12 SAS employees and 80 consultants onshore and offshore, including agencies, designers and developers working to build a new digita ...[Read More]

 Gurmej Bahia
Gurmej Bahia
Senior Director, Digital eCommerce & Acquisition
Hilton
Gurmej is a Senior Director of eCommerce & Regional Marketing EMEA for Hilton Worldwide. As a senior marketing and business leader Gurmej has extensive experience leading digital and customer marketing at companies such as Expedia, Ticketmaster and Aviva. ...[Read More]

 Jon Lord
Jon Lord
Commercial Director, UK
Criteo
Jon has 20 years’ experience in leading, driving and scaling marketing and sales performance strategies across international businesses and multiple verticals. In his day job, Jon is the UK Commercial Director for leading technology company Criteo - a truly global business that has matured into being one of the key players in the digital advertisi ...[Read More]

 Alan Coates
Alan Coates
Head, Planning and Delivery
RyanAir
Alan leads the team responsible for planning and executing Ryanair’s highly successful digital strategy – with a focus on using Agile software methodology to achieve rapid delivery of complex technical projects. With over 20 years’ experience transforming delivery in the Airline, Automotive, Financial and Online Education industries Alan will discu ...[Read More]

Moderated By:

 Chris Micklethwaite
Chris Micklethwaite
former CIO, TUI Group, CEO, 3PointsDigital
3PointsDigital
A UK consultancy helping organisations to become customer-led, by maximising opportunities in technology and finding new sources of customer and business value. Digital Strategy - Our approach is holistic and pragmatic, taking into account current digital maturity, strengths, weaknesses and opportunities, in people, process, technology, organisatio ...[Read More]

10:20 AM Morning Break and Refreshments


11:00 AM TECHNOLOGY SHOWDOWN: What new technologies will disrupt and revolutionise the online travel industry in 2018- are they adding any value?

Moderated By:
Richard Singer
, CEO, Travelzoo

Bruno Santiago, Co-Founder and CEO, Biz Airlines

Tania Peitzker, Director, Velmai

Moderated By:
Nick Holroyd-Doveton
, Product & Delivery Director, Omnifi

Thomas Hoger, Co-Owner, 3Spin

  • What challenge are these technologies addressing? 

  • Who are implementing these technologies and what value are they adding to the customer and the business? 

  • How do these technologies work in practice- examples to be given 

  • What is the data demonstrating the longevity of these products in the online travel market?

 Technologies to be evaluated: 

1)Thomas Hoger, CEO, 3Spin 

2)Tania Peitzker, Director, Velmai 

3)Bruno Santiago, CEO & Founder , Biz Airlines 

(3 technologies will be showcased by 3 experts through a quick fire 6 minute presentation. The technologies will each be assessed by an expert panel and will be carefully evaluated and put to a vote by the panel and audience on which product will have the biggest impact on the industry going forward. A fun and interactive way of understanding how some of the most talked about technology trends will be impacting you and your business.)

 Bruno Santiago
Bruno Santiago
Co-Founder and CEO
Biz Airlines
Co-founder & CEO at Biz Airlines, Bruno Santiago carries excess baggage of 19 years in digital innovation for travel and fintech industries, having worked for top global agencies, as well as building and exiting his own venture within the marketing industry. His 7 years of developing user experience strategies for travel companies lead him to start ...[Read More]

 Tania Peitzker
Tania Peitzker
Director
Velmai
By definition, the co-founder of British AI bot company velmai Ltd is a "business tourist" constantly flying around Europe & beyond. Australian-German Dr. phil. Tania Peitzker understands the needs of the 21st century traveller and how they like to organise their trips for work & leisure. For this reason, the Kent-based technologist and her Devonia ...[Read More]

 Thomas Hoger
Thomas Hoger
Co-Owner
3Spin
Thomas is co-owner of 3spin, Germany's fastest growing (BVDW) and one of the top 20 digital agencies (PAGE), focusing on innovative products used by brands such as Mercedes-Benz, Lufthansa and LEGO. Before 3spin Thomas worked for New Zealand's Shift (acquired by Omnicom) and lead the digital department of Schaller & Partner. Thomas teaches technolo ...[Read More]

Moderated By:

 Richard Singer
Richard Singer
CEO
Travelzoo

Travelzoo is one of the leading travel memberships in the world. With over 28 million members, the Travelzoo teams across 11 countries in Europe, North America and APAC negotiate, research and publish thousands of deals from the very best travel and leisure clients every week. Richard is responsible for development and oversight of Travelzoo med ...[Read More]

 Nick Holroyd-Doveton
Nick Holroyd-Doveton
Product & Delivery Director
Omnifi
Nick has spent his career delivering cutting edge digital innovation within the sports, retail and leisure industries. This has seen him work with clients such as Wembley Stadium, Glastonbury Festival, The Premier League and more recently The Restaurant Group, TUI, Westfield and Hasbro. In 2015 he became a founding director at Omnifi, a speciali ...[Read More]

11:40 AM INTERVIEW: How to drive ancillary product innovation and provide the ultimate customer experience

Bob Dufour, CEO, Fusion

Chris Garlock, Manager, Business Analysis, Fusion

  • Learn about the revenue opportunities of optimizing your conversion funnel 

  • Understand the impact of big data in delivering relevant offers to your customer 

  • Uncover the science behind propensity modeling and scoring

 Bob Dufour
Bob Dufour
CEO
Fusion
Bob is the CEO of Fusion, a unique marketing and technology pioneer serving customers in 42 countries. He has extensive experience in sales and marketing while leveraging his background in finance, psychology and statistics to create solutions that meet the demanding requirements of partners and customers. Prior to joining AGA Interactive Company, ...[Read More]

 Chris Garlock
Chris Garlock
Manager, Business Analysis
Fusion
Chris has been with Fusion Company for over 5 years and manages Fusion’s Analysis and Reporting Group. He is an industry leader in transforming “big data” into dynamic, actionable analysis to drive data-based decision making. His insights have consistently driven improvement in ancillary revenue growth in the travel industry through Optimization. ...[Read More]

12:00 PM Growth-hacking for customer centricity: How an actionable single customer view can move airlines from big data to the right data

Tomas Salfischberger, CEO, Relay42

Kevin Duijndam, Digital Marketing Manager, KLM

  • How you can move towards creating customer journeys across every channel and touchpoint in real-time 

  • The first transferable steps towards customer-centricity at scale, using advanced data management technology 

  • How to make innovation more meaningful

Relay42 provides an advanced tag and data management software platform which enables online marketers to collect and manage valuable data fast, efficiently and across channels. Our solution is known for its flexibility and reliability, allowing marketers to focus on their core activities and gain a competitive edge in their online marketing efforts ...[Read More]

 Kevin Duijndam
Kevin Duijndam
Digital Marketing Manager
KLM
Kevin works within the digital marketing team and is responsible for digital marketing analytics and attribution, enabling more relevance and personalisation through our data-management platform towards all our online channels and cross-channel optimisation of the marketing spend. ...[Read More]

12:20 PM GUEST KEYNOTE: The science of knowing what economists are wrong about

Rory Sutherland, Vice-Chairman, Ogilvy & Mather Group UK

Every decision we make involves a work of fiction: the stories we tell ourselves about our decisions bear very little relation to the way we really decide
 Rory Sutherland
Rory Sutherland
Vice-Chairman
Ogilvy & Mather Group UK
Rory's speeches provide an alternative perspective on marketing. As the current Executive Creative Director of OgilvyOne London and Vice Chairman of Ogilvy & Mather UK, Sutherland has boundless insight to deliver. He supports the need for companies to alter the perspective of clients, bringing about novel and highly lucrative perspectives on divers ...[Read More]

Lunch

12:50 PM Lunch

Private Masterclass

Using data to create a seamless travel marketing strategy

Spencer Davies, Senior Sales Director, EMEA, Sojern

  • Today's traveller is more connected than ever before, as they discover, search, and book travel on dozens of sites across multiple devices. The traveller path to purchase becomes even more complex as they move through apps, social media, comparison sites and supplier direct sites. 
  • Travel marketers face the challenge of how best to engage with in-market travellers and provide a seamless message across different mediums and through multiple touch points.
  • Spencer explains how a holistic data set is the keyto tying this altogether in order to 
 Spencer Davies
Spencer Davies
Senior Sales Director, EMEA
Sojern
Sojern is travel's leading performance marketing engine. With 350 million traveler profiles and a powerful platform, Sojern helps you put more heads in beds, travelers in seats, and tourists in towns. Currently one of the fastest growing travel tech companies, Sojern works with top travel brands and independent hotels in North America, Latin Americ ...[Read More]

Private lunch & Workshop

Emerging markets & strategic localisation opportunities

Niklas Schlappkohl, Senior Director, Travel Solutions, Translations.com

       (Invitation only)
In today’s technology-driven age, customers expect digital communication to be tailored for them at every stage of their journey. Travel operators are stepping up their game when it comes to reaching and adapting to new and emerging markets that behave very differently than the traditional ones. Niklas will be covering strategic localization opportunities for these markets.
 Niklas Schlappkohl
Niklas Schlappkohl
Senior Director, Travel Solutions
Translations.com
Niklas is the Senior Director, Travel Solutions in the Global Client Solutions team and in-house consultant for the Travel industry. His responsibilities include onboarding new Travel clients as well as strategic localization consulting for existing clients. Niklas joined Translations.com after 20 years in the global digital travel industry, having ...[Read More]

Stream A - Optimising Customer Engagement & Acquisition

1:50 PM PANEL DISCUSSION: What is the future of customer acquisition for the travel industry and how will this impact digital distribution for 2020?

James Lee, Senior Digital Marketing Manager, P&O Cruises

Moderated By:
Mario Ciabarra
, CEO, Quantum Metric

Velit Dundar, Director, Digital Acquisition, Carlson Rezidor Hotel Group

  • What are customers now looking to see when browsing and purchasing products online?
  • How does curation now play into customer acquisition and how does this work commercially?
  • What are the engagement methods that are working well for other industries?
  • How is data being managed in these newer approaches?
 James Lee
James Lee
Senior Digital Marketing Manager
P&O Cruises
James works at the strategic level with the senior management team leading Digital Acquisition in implementing the vision into PPC, SEO, Social Media, Programmatic Display, Video on Demand, and Affiliates. He has responsibility of managing a multi-million-pound advertisement budget and driving significant cost-efficiencies by strategic planning, im ...[Read More]

 Velit Dundar
Velit Dundar
Director, Digital Acquisition
Carlson Rezidor Hotel Group
Carlson Rezidor Hotel Group is one of the world’s largest and most dynamic hotel groups and includes 1,400 hotels in operation and under development with more than 220,000 rooms and a footprint spanning 115 countries and territories. Velit is a senior digital marketing strategist, with extensive experience across all media channels. ...[Read More]

Moderated By:

 Mario Ciabarra
Mario Ciabarra
CEO
Quantum Metric
Quantum Metric empowers organizations to maximize their customers' experience and value by simplifying data science exploration through machine learning and Big Data. With built-in strategies to auto-discover shopping carts, funnels, registration, and more, Quantum Metric uses real-time machine intelligence to analyze terabytes of user web interact ...[Read More]

Stream B - Innovations in Design, User Experience, and Usability

CASE STUDY REVOLUTION: What does a successful user-focused website look like and how can you build this through agile methodology?

Alan Coates, Head, Planning and Delivery, RyanAir

     Alan Coates
    Alan Coates
    Head, Planning and Delivery
    RyanAir
    Alan leads the team responsible for planning and executing Ryanair’s highly successful digital strategy – with a focus on using Agile software methodology to achieve rapid delivery of complex technical projects. With over 20 years’ experience transforming delivery in the Airline, Automotive, Financial and Online Education industries Alan will discu ...[Read More]

    Stream C - Scaling Your Digital Technology Business

    OXFORD STYLE DEBATE: In-house technology development is the most effective and cost-effective strategy for your digital business – for and against

    Richard Rosenburg, Senior Director, Technology, Hotels.com

    Moderated By:
    Chris Micklethwaite
    , former CIO, TUI Group, CEO, 3PointsDigital, 3PointsDigital

    Stephan Keschelis, VP, eCommerce & Digital Transformation, NH Hotels

    • For- it allows for more control and ownership of platforms that are needing constant updating and adjustment
    • For- working with as few providers as possible ensures more time to develop and optimise internal technology suite and time for innovation
    • Against- for cost sensitive suppliers, outsourcing is most cost effective given the maturity of many of the platforms/products available
    • Against- website development/maintenance that is not part of the core capability of the organisation will be huge burden on IT staff to get it right and maintain
     Richard Rosenburg
    Richard Rosenburg
    Senior Director, Technology
    Hotels.com
    Richard is now a senior Director in the technology function at Hotels.com. He has been at the forefront of agile product engineering, leading innovative, customer-focused teams in both the media and travel industries. His experience spans delivering on a global stage, both from a customer and internal team point of view. ...[Read More]

     Stephan Keschelis
    Stephan Keschelis
    VP, eCommerce & Digital Transformation
    NH Hotels
    NH Hotel Group is one of the top 25 hotel chains in the world and one of the main ones in Europe, currently operating close to 400 hotels with almost 60,000 rooms in 30 countries in Europe, America and Africa. Stephan has been focused on creating and maintaining NH Hotel Group´s commercial websites and mobile services globally. As part of an ambiti ...[Read More]

    Moderated By:

     Chris Micklethwaite
    Chris Micklethwaite
    former CIO, TUI Group, CEO, 3PointsDigital
    3PointsDigital
    A UK consultancy helping organisations to become customer-led, by maximising opportunities in technology and finding new sources of customer and business value. Digital Strategy - Our approach is holistic and pragmatic, taking into account current digital maturity, strengths, weaknesses and opportunities, in people, process, technology, organisatio ...[Read More]

    Stream D - Digital 101- Transforming your Business

    SYNERGY WORKSHOP: How to successfully integrate digital innovation into your organisation- where to start?

    Luca Graf, Head, Online Sales Products & Services, Head of Online Sales, SWISS, Lufthansa Group Hub Airlines

    • Identifying what digital can bring to your business and what you want to achieve from digitisation
    • Where to start when building a digital strategy that will succeed 
    • Assessing what technologies and platforms you need to create a technology suite to enable digitisation
    • Practical examples of digital growth plans that have succeeded and failed
     Luca Graf
    Luca Graf
    Head, Online Sales Products & Services, Head of Online Sales, SWISS
    Lufthansa Group Hub Airlines
    Luca has a double-head function in the Lufthansa Group being responsible for global E-Commerce at SWISS, including the performance marketing, UX & analytics and the digital platform development (web, mobile, apps) for Lufthansa, Austrian Airlines and SWISS. ...[Read More]

    Stream E - Workshops and Small Group Breakouts

    CREATIVE BOARDROOM: Driving agility in your digital business to adapt to changes in market challenges - what does it take? (Specific for Team Leaders)

    Guillaume Bazin, VP, Digital Mobile & E-Commerce, AccorHotels

    Oliver Ahad, Head of BA.com & Mobile Channel, British Airways

    • How do other departments need to evolve and work together to ensure digital requirements and innovations are met?
    • Where do vendors come into play?
    • How to manage costs pressures when costs are increasingly scrutinised
    • How to design organisation procedures that work cross team and region
     Guillaume Bazin
    Guillaume Bazin
    VP, Digital Mobile & E-Commerce
    AccorHotels

     Oliver Ahad
    Oliver Ahad
    Head of BA.com & Mobile Channel
    British Airways
    Oliver is a Senior Manager leading a 50 strong team of e-commerce professionals. He is responsible for the delivery of a multi-billion pound .com revenue target, new developments, user experience, strategy, optimisation, and operational integrity. ...[Read More]

    Stream A - Optimising Customer Engagement & Acquisition

    2:25 PM How Virgin Holidays leverages user-generated content to fuel the travel booking cycle

    Andy Mallinson, Managing Director, EMEA, Stackla

    Stuart Chapman, Social Media Lead, Virgin Holidays

     Andy Mallinson
    Andy Mallinson
    Managing Director, EMEA
    Stackla
    Andy is the Managing Director of Stackla, the user-generated content (UGC) platform that puts customer stories at the heart of brand marketing. Over 450 of the world’s leading brands, including travel brands, DMOs, airlines and tour operators, use Stackla to make their marketing more authentic and engaging. With over 25 years’ experience and a prov ...[Read More]

     Stuart Chapman
    Stuart Chapman
    Social Media Lead
    Virgin Holidays

    Stream B - Innovations in Design, User Experience, and Usability

    Continued session

    Stream C - Scaling Your Digital Technology Business

    Continued session

    Stream D - Digital 101- Transforming your Business

    Continued session

    Stream E - Workshops and Small Group Breakouts

    Continued session

    Stream A - Optimising Customer Engagement & Acquisition

    2:40 PM Applying Artificial Intelligence in your digital marketing strategy

    Louis Connor, Head of Travel & Tourism, UK, Rocket Fuel

    Maciej Bugala, Head, New Channels, Whitbread, Premier Inn

       Louis Connor
      Louis Connor
      Head of Travel & Tourism, UK
      Rocket Fuel
      Rocket Fuel is a Predictive Marketing Platform harnessing the power of Artificial Intelligence to deliver more efficient and meaningful marketing outcomes for brands and agencies. Travel organisations, portals, and affiliates are sitting on a trove of information that can be used to centralise consumer intent, promote sales, and enhance consumer ex ...[Read More]

       Maciej Bugala
      Maciej Bugala
      Head, New Channels
      Whitbread, Premier Inn

      Stream B - Innovations in Design, User Experience, and Usability

      Continued session

      Stream C - Scaling Your Digital Technology Business

      What does successful technology automation and streamlining look like and how can this support your overall digital strategy to reflect evolving customer demands?

      Laurent Bellan, Chief Information Officer, Eurostar

      • What processes need to be reviewed both offline and online? 

      • How to streamline and optimise legacy systems when they have been worked with so much in the past? 

      • How to build an architecture that allows all digital channels to talk properly to each other 

      • Where does data integration play into this process and how is this being automated? 

      • How can good web analytics and automated signals integrate into a management systems that allows for a streamlined online campaign?

       Laurent Bellan
      Laurent Bellan
      Chief Information Officer
      Eurostar
      Laurent as CIO, has responsibilities including the development of customer focused solutions, business planning and strategic development, project and program management, business analysis, outsourcing, enterprise architecture and infrastructure management. ...[Read More]

      Stream D - Digital 101- Transforming your Business

      Continued session

      Stream E - Workshops and Small Group Breakouts

      Continued session

      2:55 PM Afternoon Break and Refreshments

      Stream A - Optimising Customer Engagement & Acquisition

      3:35 PM Optimising customer engagement and acquisition- where are your customers now?

      Pete Kelly, VP, Europe, ADARA

      • The evolution of digital- where are we and what are the challenges with finding the user and where are they in the travel lifecycle? 

      • What data can Adara pull through their ecosystem- what are the complexities here and what channels influence the customer, and what’s that booking path 

      • How to best engage with them 

      • How to better understand and identify them

      • Holiday season data – when do customer start booking and what does that window of opportunity look like?

       Pete Kelly
      Pete Kelly
      VP, Europe
      ADARA
      ADARA leverages global proprietary travel data to deliver increased business performance through their innovative platform, and exceptional team. Pete has significant experience working with start-up and International corporate companies with roots in digital marketing, media, data, programmatic and new technologies. An experienced sales and commer ...[Read More]

      Stream B - Innovations in Design, User Experience, and Usability

      PANEL DISCUSSION: What does it take to create a seamless and interactive online experience that caters for real-time customer demands and drives conversion and purchase?

      Luca Pronzati, Chief Business Innovation Officer, MSC Cruises

      Fergus Boyd, Group Director, VP, Digital & IT, Yotel

      David Doyle, Director, Personalised Customer Experience, Lufthansa

      Moderated By:
      Katharina Wittgen
      , Insights Director & Business Psychologist, Innovation Bubble

      Karl Havard, Partner, PA Consulting Group

      • What do customers look for when they are interacting online- how has this changed? 

      • What are the UX pitfalls that drive customers away and how best to overcome 

      • Given the various online channels now in play, how are customer engaging, and what does it take to cover through these channels 

      • What does a good UX look like now, and what has worked for and how has this improved revenue?

       Luca Pronzati
      Luca Pronzati
      Chief Business Innovation Officer
      MSC Cruises
      With nearly 20 years of experience in the international cruise and technology industry, Luca has a wealth of experience in boosting productivity and business development through innovation. He joined MSC Cruises in 2012 and has since focused on developing and delivering holistic solutions across all areas of operations. With a vision anchored in i ...[Read More]

       Fergus Boyd
      Fergus Boyd
      Group Director, VP, Digital & IT
      Yotel
      Fergus is responsible for all digital strategy and services (web, mobile, social), IT innovation, and all back end and guest-facing technology including support of current hotels and strategic direction for IT in the cabins and shared spaces in our newer hotels. He is a serial digital entrepreneur and technology transformation agent and led award-w ...[Read More]

       David Doyle
      David Doyle
      Director, Personalised Customer Experience
      Lufthansa
      David is responsible for setting the direction for the Lufthansa Group's customer personalization activities. He is involved in solving the simple problems with creativity and the more complex problems by leveraging data-driven insights and analytics, as well as implementation and optimization of multi-channel personalized CX campaigns alongside ou ...[Read More]

       Karl Havard
      Karl Havard
      Partner
      PA Consulting Group
      From imagination to implementation: PA is a pragmatic innovation firm bringing together the best brains and technology. We help organisations, of all industry sectors, to plan, prototype and launch new products and solutions to unlock new revenue streams and improve internal efficiencies. PA collaborates with its clients to implement digital, IoT, ...[Read More]

      Moderated By:

       Katharina Wittgen
      Katharina Wittgen
      Insights Director & Business Psychologist
      Innovation Bubble
      Katharina is a business psychologist specialising in identifying the emotional, non-conscious, motivational and cultural drivers of individual and group behaviour and communication in organisations and market environments. She has extensive experience in the healthcare and consumer sector including having designed and managed various research proje ...[Read More]

      Stream C - Scaling Your Digital Technology Business

      INTERVIEW: Curating and managing a multi-channel marketing campaign that drives direct bookings- what is the key to success?

      Raul Alvarez, Director, Digital Product & Omnichannel User Experience, The Rezidor Hotel Group

      Mike Hoyles, Director, Global eCommerce, Marketing, Four Seasons

      • How to identify what motivates your customer segment and discover customer passion points 

      • How can interactive technology create urgency and customer engagement? 

      • How does relevance play into engagement and how can consistency of messaging be ensured cross devices? 

      • What does a successful multi-channel marketing campaign look like and why? 

      • Where do successful translation come into it?

       Raul Alvarez
      Raul Alvarez
      Director, Digital Product & Omnichannel User Experience
      The Rezidor Hotel Group
      As the head of the eCommerce and Mobile Product Development Area, I am responsible for managing all eCommerce projects, supporting and optimizing the main KPIs in our most important company brands, Radisson Blu and Park Inn by Radisson (among others) going beyond the obvious while focusing our attention on the core components of our business accord ...[Read More]

       Mike Hoyles
      Mike Hoyles
      Director, Global eCommerce, Marketing
      Four Seasons
      Newly former, Mike was been tasked with leading the global advancement of Four Seasons eCommerce marketing multi-channel strategy through in‐depth analysis and performance management initiatives that drive results, greater revenues and profitability as well as conversion for the company’s global eCommerce sites. He also worked with Distribution Ope ...[Read More]

      Stream D - Digital 101- Transforming your Business

      DIGITAL TRAVEL THINK TANK: Taking your digital strategy to the next level

      Richard Singer, CEO, Travelzoo

      Otto Rosenberger, CMO, Hostelworld

      Our exclusive, invitation only CDO Forum is exclusive to CDOs and Digital Directors from the leading travel suppliers. This invitation-only session is limited to 25 guests, and provides an intimate, Chatham House session delving into the more strategic and forward thinking aspects of digitising your organisation. Topics for discussion are confirmed one week before the event to remain topical.
       Richard Singer
      Richard Singer
      CEO
      Travelzoo

      Travelzoo is one of the leading travel memberships in the world. With over 28 million members, the Travelzoo teams across 11 countries in Europe, North America and APAC negotiate, research and publish thousands of deals from the very best travel and leisure clients every week. Richard is responsible for development and oversight of Travelzoo med ...[Read More]

       Otto Rosenberger
      Otto Rosenberger
      CMO
      Hostelworld
      Otto currently fuses technology, data and customer-centric marketing to build a global brand as CMO for Hostelworld Group (HWG), the world's leading budget accommodation Online booking platform. He learned his trade at Procter&Gamble leading brands such as head&shoulders, Pantene Pro-V, Olay and SK-II working in markets as diverse as Europe, North ...[Read More]

      Stream A - Optimising Customer Engagement & Acquisition

      3:55 PM OXFORD STYLE DEBATE: Meta-search is only valuable for lead generation and is not a key brand development and distribution tool– for and against

      Bruno Estevão, Senior Manager, Digital Development, TAP Portugal

      Moderated By:
      Mario Ciabarra
      , CEO, Quantum Metric

      Lars Sande, SVP, Sales & Distribution, Norwegian Air Shuttle

      • For- meta-search simply provide traffic and do not play any role in the customer journey or have any influence 
      • For- meta-search is too costly a tool to be used as anything more the lead generation at present
      • Against- with more meta providing booking and payments functions they are now a viable distribution channel
      • Against- more customers know the meta brand and have loyalty to the meta company compared to the supplier
       Bruno Estevão
      Bruno Estevão
      Senior Manager, Digital Development
      TAP Portugal
      Bruno is responsible for monitoring digital direct channel sold revenue and KPIs. He also is responsible for aligning motivating and monitoring initiatives that will impact on results including Digital Marketing, CRM, E-Commerce, Ancillary Revenue, Digital Analytics, Digital Innovation, Sales and Pricing-Revenue Management. A major part of his role ...[Read More]

       Lars Sande
      Lars Sande
      SVP, Sales & Distribution
      Norwegian Air Shuttle
      Norwegian Air Shuttle is a low-cost airline that is the third largest low-cost carrier in Europe, the largest airline in Scandinavia, and the ninth-largest airline in Europe in terms of passenger numbers. Lars is responsible for corporate sales, leisure sales and distribution. ...[Read More]

      Moderated By:

       Mario Ciabarra
      Mario Ciabarra
      CEO
      Quantum Metric
      Quantum Metric empowers organizations to maximize their customers' experience and value by simplifying data science exploration through machine learning and Big Data. With built-in strategies to auto-discover shopping carts, funnels, registration, and more, Quantum Metric uses real-time machine intelligence to analyze terabytes of user web interact ...[Read More]

      Stream B - Innovations in Design, User Experience, and Usability

      Session continues

      Stream C - Scaling Your Digital Technology Business

      Session continues

      Stream D - Digital 101- Transforming your Business

      Session continues

      Stream A - Optimising Customer Engagement & Acquisition

      4:10 PM Session continues

      Stream B - Innovations in Design, User Experience, and Usability

      The journey towards personalisation at scale

      Daniel Bensley, Travel Lead, Qubit

      Will Browne, Lead Data Scientist, Qubit

      Join us as we unveil our latest groundbreaking research into the most, and least, effective optimisation and personalisation techniques, finally answering the questions of what works and what doesn’t in ecommerce! 

      The study will be the first of its kind and will help you understand where to invest your time and resources to most effectively impact your bottom line. We’ll also be sharing a range of examples from Qubit clients, showing how data-driven digital experiences are giving businesses a competitive advantage.

       Daniel Bensley
      Daniel Bensley
      Travel Lead
      Qubit

       Will Browne
      Will Browne
      Lead Data Scientist
      Qubit
      Qubit’s technology prioritizes the biggest opportunities for revenue generation so you can deliver personalization that makes an impact. Will is a Product Manager at Qubit. After plying his trade in the data science team for a number of years he has been moved to a role where he can do less damage to the platform. ...[Read More]

      Stream C - Scaling Your Digital Technology Business

      FIRE SIDE CHAT: Cross-channel and cross-device attribution - how to develop a model that allows for effective analysis of performance to help justify future technology investments

      Víctor Oliver, Director, Global Campaigns and Programmatic Marketing, Melia Hotels International

      Moderated By:
      Chris Micklethwaite
      , former CIO, TUI Group, CEO, 3PointsDigital, 3PointsDigital

      • How to identify when last click is applicable and when not
      • What is working for other companies regarding data on conversion rate at each device and on each channel?
      • What attribution models account for offline and online activity?
       Víctor Oliver
      Víctor Oliver
      Director, Global Campaigns and Programmatic Marketing
      Melia Hotels International
      Victor is the Global Digital Campaigns Director in Melia Hotels International, 1st hotel company in Spain and 3rd in Europe. He joined the Digital Sales and Marketing department in 2014 and apart of leading the global integrated campaigns, has been responsible for implementing an internal trading desk which gained more than 60% of Display investmen ...[Read More]

      Moderated By:

       Chris Micklethwaite
      Chris Micklethwaite
      former CIO, TUI Group, CEO, 3PointsDigital
      3PointsDigital
      A UK consultancy helping organisations to become customer-led, by maximising opportunities in technology and finding new sources of customer and business value. Digital Strategy - Our approach is holistic and pragmatic, taking into account current digital maturity, strengths, weaknesses and opportunities, in people, process, technology, organisatio ...[Read More]

      Stream D - Digital 101- Transforming your Business

      Session Continued

      Stream A - Optimising Customer Engagement & Acquisition

      4:30 PM Striking the right balance between meta-search and OTA: What are the factors to consider for the ideal future partnership?

      Stephan Keschelis, VP, eCommerce & Digital Transformation, NH Hotels

      • To be or not to be? In which metasearch engines should you participate? -Metasearch Attribution Models 
      • Key Success Factors for you metasearch strategy
      • Connectivity, Competitiveness, Content, Conversion, Bidding Logic 
      • Metasearch and “Instant Booking” Evolution
       Stephan Keschelis
      Stephan Keschelis
      VP, eCommerce & Digital Transformation
      NH Hotels
      NH Hotel Group is one of the top 25 hotel chains in the world and one of the main ones in Europe, currently operating close to 400 hotels with almost 60,000 rooms in 30 countries in Europe, America and Africa. Stephan has been focused on creating and maintaining NH Hotel Group´s commercial websites and mobile services globally. As part of an ambiti ...[Read More]

      Stream B - Innovations in Design, User Experience, and Usability

      DEEP DIVE CASE STUDY: How to best tackle mobile optimisation to drive conversion and user experience

      Guillaume Bazin, VP, Digital Mobile & E-Commerce, AccorHotels

      • What are the most effective ways to drive conversion through mobile? 

      • What are the challenges in mobile navigation and how can this be improved? 

      • Practical examples of content that works best for conversion on web vs mobile  

      • How can mobile play into boosting intent to recommend? 

      • What are the payment options that provide quicker and safer check out options on mobile and do they really improve conversion?

       Guillaume Bazin
      Guillaume Bazin
      VP, Digital Mobile & E-Commerce
      AccorHotels
      Guillaume is the digital program leader and team manager managing the digital strategy for desktop and mobile, e-marketing and e-commerce. Responsibilities include driving the strategy for the global customer experience, new mobile usages, marketplace and online performance analytics and P&L. ...[Read More]

      Stream C - Scaling Your Digital Technology Business

      How challenger brands can deliver direct website bookings to help the business grow

      Bernice Chan, Senior Manager, Digital Marketing, Yotel

      • How smaller brands who usually have limited resources can identify and exploit their assets 

      • Importance of getting the website UX right.  

      • Competing with content 

      • Which channels build awareness and which convert?

       Bernice Chan
      Bernice Chan
      Senior Manager, Digital Marketing
      Yotel
      YOTEL is in a period of growth with the opening of new hotels in Europe, the U.S. and Asia and Bernice's role based at HQ is to support the launch of new hotels with digital marketing strategies and execution, and develop the website user experience to increase website share of direct revenue and retain customers. ...[Read More]

      Stream D - Digital 101- Transforming your Business

      Session continued

      Stream A - Optimising Customer Engagement & Acquisition

      4:50 PM PANEL DISCUSSION: Programmatic marketing - how to get in right and target the most relevant customers to ensure the direct booking?

      Alessandra Di Lorenzo, Chief Commercial Officer - Media & Partnerships, Lastminute.com

      Víctor Oliver, Director, Global Campaigns and Programmatic Marketing, Melia Hotels International

      Velit Dundar, Director, Digital Acquisition, Carlson Rezidor Hotel Group

      • How can programmatic advertising work across the various online channels and how can they all be connected?
      • What are the key metrics that need to be assessed to measure performance?
      • What are the attribution models that are currently working and how can they be implemented?
      • Who are the vendors that are performing in the travel space and are they really cost effective?
      • How can you be agile with third party data and ensure you are picking up demand?
       Alessandra Di Lorenzo
      Alessandra Di Lorenzo
      Chief Commercial Officer - Media & Partnerships
      Lastminute.com
      Alessandra is Chief Commercial Officer - Media & Partnerships at lastminute.com group. Heading up the group’s media business, The Travel People, she oversees advertising and partnerships revenues for the group. With over a decade in digital marketing, Alessandra has previously held roles at eBay, Vodafone and Yahoo, with a focus on digital moneti ...[Read More]

       Víctor Oliver
      Víctor Oliver
      Director, Global Campaigns and Programmatic Marketing
      Melia Hotels International
      Victor is the Global Digital Campaigns Director in Melia Hotels International, 1st hotel company in Spain and 3rd in Europe. He joined the Digital Sales and Marketing department in 2014 and apart of leading the global integrated campaigns, has been responsible for implementing an internal trading desk which gained more than 60% of Display investmen ...[Read More]

       Velit Dundar
      Velit Dundar
      Director, Digital Acquisition
      Carlson Rezidor Hotel Group
      Carlson Rezidor Hotel Group is one of the world’s largest and most dynamic hotel groups and includes 1,400 hotels in operation and under development with more than 220,000 rooms and a footprint spanning 115 countries and territories. Velit is a senior digital marketing strategist, with extensive experience across all media channels. ...[Read More]

      Stream B - Innovations in Design, User Experience, and Usability

      Session Continued

      Stream C - Scaling Your Digital Technology Business

      How to leverage social media to really drive revenue

      Virginia Salas Kastilio, Founder, Ginicanbreathe Consulting

      • What are the new social networks and channels that travel need/should be looking at 

      • How can your business remain agile and adapt to this ever changing landscape? 

      • Practical examples are actually reaching the right audience 

      • Top tips to do this properly and what are the pitfalls that many companies fall into?

       Virginia Salas Kastilio
      Virginia Salas Kastilio
      Founder
      Ginicanbreathe Consulting
      Virginia is the founder of Ginicanbreathe Consulting, a disruptive media firm that helps businesses build influence and online awareness. A “third culture kid” who went to over a dozen different schools and managed over a billion dollars at Apple and Oracle without a degree, Virginia decided to start from scratch and build an online following. She ...[Read More]

      Stream D - Digital 101- Transforming your Business

      Session Continued

      5:25 PM All Stream Chairperson’s Closing Remarks

      5:35 PM End of Conference Day One and Cocktail Reception



























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