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

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

9:20 AM INTERVIEW: Case study- Discover how to protect your sites from bots & malicious traffic whilst still increasing online performance to drive greater online conversion & revenue

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

 Vihang Shah
Vihang Shah
Group Enterprise Architect
TUI Group

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

John Hurley, CTO, Ryanair

Pernilla Edelsvard, Head of Digital, SAS

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

Jon Lord, Commercial Director, UK, Criteo

  • 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?
 John Hurley
John Hurley
CTO
Ryanair

 Pernilla Edelsvard
Pernilla Edelsvard
Head of Digital
SAS

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

 Jon Lord
Jon Lord
Commercial Director, UK
Criteo

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?

Richard Singer, CEO, Travelzoo

  • 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) Apple watch   3) Virtual Reality
2) Robots           4) Chatbot

(4 technologies will be showcased by 4 experts through a quick fire 7 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.)

Expert judging panel include:

David Low, Developer Advocate, Skyscanner
Richard Singer, CEO, Travelzoo
Marcello Mastioni, Vice President and Managing Director, EMEA, HomeAway (pending final approval)
 Richard Singer
Richard Singer
CEO
Travelzoo

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

Mark Brown, VP Sales & Client Management EMEA, Fusion

 Mark Brown
Mark Brown
VP Sales & Client Management EMEA
Fusion

12:00 PM How to transform your focus from ticket sales to customer journeys

Tomas Salfischberger, CEO, Relay42

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

Lunch

12:50 PM Lunch

Private lunch & Workshop

Fruit leather suitcases and other language blunders

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

       (Invitation only)
  • Language workflows and quality management: How not to be made fun of by your customers
  • Optimising content ROI: What to localise… and what not to
  • Machine translation: When? Why? How?
 Niklas Schlappkohl
Niklas Schlappkohl
Senior Director, Travel Solutions
Translations.com

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

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?

Julien Lechat, Director, e-Acquisitions, Air France

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

Daniel Robb, CMO, Rentalcars.com

  • 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?
 Julien Lechat
Julien Lechat
Director, e-Acquisitions
Air France

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

 Daniel Robb
Daniel Robb
CMO
Rentalcars.com

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

CASE STUDY REVOLUTION: How to drive transformation for your business and your customer through AI

  • How to start the journey of transformation with AI 

  • How has AI helped better understand our customers and improve their online journey 

  • How have the website experience been taken to the next level to create a niche and unique experience for the customer and how has this impacted revenue and company growth? 

  • How can AI drive change and improve CX and revenue growth across the business

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

  • 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

Stream D - Digital 101- Transforming your Business

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

Luca Graf, Senior Director Online Sales Products & Services, 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
Senior Director Online Sales Products & Services
Lufthansa Group Hub Airlines

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

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

Claire Cronin, Customer & Marketing Director, Virgin Holidays

 Andy Mallinson
Andy Mallinson
Managing Director, EMEA
Stackla

 Claire Cronin
Claire Cronin
Customer & Marketing Director
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 Rocket Fuel presentation with client

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

  • How to truly differentiate yourself from your competitors in a highly competitive online search space
  • How much of an impact is poor load time and how can you improve this?
  • How does this impact your ranking on Google? -What are the automation tools that are driving more relevant customer search and conversion?
  • How does data play into this and how can this be used to demonstrate ROI on investment?
  • How do improvements in search reflect on mobile?
 Louis Connor
Louis Connor
Head of Travel & Tourism, UK
Rocket Fuel

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 does a technology road map look like and how can this best be created?
  • What to look for when evaluating the scale your organisation want to reach and the current capabilities of your technology suite?
  • How to compete against players than have a huge amount of data?
  • How to best understand what the regional demands for your products are and when best to target these customers
  • How to achieve scalability on a limited budget
 Laurent Bellan
Laurent Bellan
Chief Information Officer
Eurostar

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 Adara presentation with customer

Pete Kelly, VP, Europe, ADARA

 Pete Kelly
Pete Kelly
VP, Europe
ADARA

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

Iris Buttinoni, Head of Consumer Marketing, Italy, Costa Crociere

  • What are the major considerations when leveraging new technologies and rebuilding legacy systems?
  • How to provide convenience options in a compelling way to your customer when booking demands change?
  • Striking the balance of commercial vs customer satisfaction
  • What are the new data exchange standards that are monitoring sharing of data between intermediaries, customers and providers and how will this drive better quality customer information and integration into the travel chain?
 Luca Pronzati
Luca Pronzati
Chief Business Innovation Officer
MSC Cruises

 Iris Buttinoni
Iris Buttinoni
Head of Consumer Marketing, Italy
Costa Crociere

Stream C - Scaling Your Digital Technology Business

PANEL DISCUSSION: 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

Daniel Robb, CMO, Rentalcars

  • 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

 Daniel Robb
Daniel Robb
CMO
Rentalcars

Stream D - Digital 101- Transforming your Business

SYNERGY WORKSHOP: How to convince the board that investment in digital is critical for growth and increased revenue

  • How to really demonstrate the technology has real ROI
  • How to reskill people to understand technology’s value: Practical steps to change team mind set?
  • What are the cultural changes that need to occur to bring digital into your organisation?
  • What are the correct touch points and what are the right KPIs? 
  • Who should take ownership of the digital programme and why?

Stream E - Workshops and Small Group Breakouts

CDO FORUM: Taking your digital strategy to the next level

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.

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, Digital Business Development Senior Manager, TAP Portugal

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

  • 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
Digital Business Development Senior Manager
TAP Portugal

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

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 E - Workshops and Small Group Breakouts

Session continues

Stream A - Optimising Customer Engagement & Acquisition

4:10 PM Session continues

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

The future of travel: Man vs. machine

Daniel Bensley, Travel Lead, Qubit

The powerful combination of smart technology, human insight and digital innovation is already transforming travel. Disruptive technology companies, such as Airbnb and Uber, have completely changed consumers expectations, and once futuristic technologies such as Artificial Intelligence now have real world applications. It seems like the future is here - but are travel brands ready for it?

At the heart of this 'rise of the machines' is the boom in customer data - companies know more about their customers than ever before, but turning this into useful insight and action remains a challenge. We'll share perspectives gained from working with top travel brands such as Thomas Cook, TUI Group, Emirates and Kuoni, to reveal how machines, are actually helping brands become more human again. Automation offers a solution to the deluge of customer data, driving efficiency internally, and ultimately allowing brands to guide their customers through every stage of their journey with one-to-one experiences.

The session is designed for Heads of Digital, eCommerce and those looking to drive conversion, engagement and retention for their company.

 Daniel Bensley
Daniel Bensley
Travel Lead
Qubit

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

  • 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

Stream D - Digital 101- Transforming your Business

Session Continued

Stream E - Workshops and Small Group Breakouts

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, President E-Commerce & 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
President E-Commerce & Digital Transformation
NH Hotels

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

CASE STUDY REVOLUTION: How to design an effective customer journey map for an improved user experience

Alex Mead, Global Customer Experience Strategy Leader, IAG

  • How to create a customer journey map to improve UX -Changing and managing bookings and disruption
  • what to think about to keep your customers happy and give them what they want?
  •  How to put convenience options online in a compelling way 
  • How to strike the balance between commercial and customer care options to increase revenue but guarantee customer satisfaction
  • How to achieve this with tight deadlines and limited budgets?
 Alex Mead
Alex Mead
Global Customer Experience Strategy Leader
IAG

Stream C - Scaling Your Digital Technology Business

PANEL DISCUSSION: How to create a more targeted search campaign that provides a relevant customer search experience and drives revenue

  • How to truly differentiate yourself from your competitors in a highly competitive online search space 
  • How much of an impact is poor load time and how can you improve this? How does this impact your ranking on Google? 
  • What are the automation tools that are driving more relevant customer search and conversion? 
  • How does data play into this and how can this be used to demonstrate ROI on investment? 
  • How do improvements in search reflect on mobile?

Stream D - Digital 101- Transforming your Business

CREATIVE BOARDROOM: How to cultivate a truly customer-centric culture through the hiring and training of the right people

  • Evaluating your staffing bandwidth and how current skill sets compare to what is needed to digitalise your business
  • Which industries (outside of travel) are providing the talent needed in this fast moving technology landscape?
  • What other departments and business executives need to collaborate to renew their organisational strategies and talent management practices for acquiring and cultivating requisite talent, skills and competencies?
  • How to find the balance between in digital mindset and competencies vs technical skills in developing your team
  • Diversity: how does this generate diverse ideas and innovative solutions?

Stream E - Workshops and Small Group Breakouts

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

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

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

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

Session Continued

Stream C - Scaling Your Digital Technology Business

Session Continued

Stream D - Digital 101- Transforming your Business

Session Continued

Stream E - Workshops and Small Group Breakouts

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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