Digital Travel Europe 2017

27 - 28 June, 2017

The Tower Hotel, London

Contact Us: +44 (0) 207 368 9332

Day 2

Day 2

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8:00 AM Morning Refreshments and Networking

8:45 AM Opening remarks from the Chairperson

Elliott Pritchard, Online Marketing Director, Avis Budget Group International

 Elliott Pritchard
Elliott Pritchard
Online Marketing Director
Avis Budget Group International

8:50 AM FIRE SIDE CHAT: Rethinking travel distribution and collaboration- what is the future for Airbnb?

Olivier Grémillon, Managing Director, EMEA, Airbnb

  • Where does Airbnb see the future of the sharing economy moving to? 
  • How is hospitality collaboration going to change and how will this impact the travel landscape 
  • How are Airbnb adjusting and evolving to match this change?
 Olivier Grémillon
Olivier Grémillon
Managing Director, EMEA
Airbnb

9:25 AM DISCUSSION PANEL: OTA vs supplier- What does it take to increase the lifetime value of your customer?

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

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

Ludovic Cacciapaglia, Director, Distribution Strategy Europe, IHG

  • How to get your customers to book again- practical examples of what actually works 
  • Identifying the role of the OTA and supplier in customer engagement and making the most of both parties expertise 
  • How can you give your customer the VIP experience and something that is less transactional? 
  • How does mobile fit into developing the long term customer relationship?
 Luca Graf
Luca Graf
Senior Director Online Sales Products & Services
Lufthansa Group Hub Airlines

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

 Ludovic Cacciapaglia
Ludovic Cacciapaglia
Director, Distribution Strategy Europe
IHG

The Customer Experience of The Future
10:00 AM The lines between travel search and eCommerce are blurring - how can your web experience keep up?

Richard Harris, CEO, Intent media

Ross Matthews, CMO, Icelolly

  • Why are companies like Google and TripAdvsior helping with transactions?
  • Why should you think of your site like a search engine?
  • How can you use data to unlock the full value of every user on your website?
  • Is it possible to know whether or not a user is likely to book in a given session - and what would you do with that information? 
  • How can you give every user to your site the experience they’re looking for - without a loyalty program? 
  • How can you align your business model with the way people are shopping and buying travel in 2017 and beyond?
 Richard Harris
Richard Harris
CEO
Intent media

 Ross Matthews
Ross Matthews
CMO
Icelolly

10:20 AM UBER presentation- tbc

Erinn Collier, Head, UK, Uber for Business, Uber

 Erinn Collier
Erinn Collier
Head, UK, Uber for Business
Uber

10:40 AM Morning Break and Refreshments

11:30 AM KEYNOTE INTERVIEW: Marriott’s journey to designing digital content that caters for their ever-changing customer requirements and demands

Marc Graser, Editorial Director, Creative & Content Marketing, Marriott International

  • Content generation and management – what does the customer really want? 
  • Designing content that is relevant at specific times
  • Overcoming challenges with developing relevant and timely content for your various online channels and devices 
  • Developing a business model that allows for constant content development and a database that caters for global team content requirements
 Marc Graser
Marc Graser
Editorial Director, Creative & Content Marketing
Marriott International

12:00 PM How can Virtual Reality improve both customer acquisition and the in-stay experience to successfully curate the holiday vision and add value throughout the complete customer journey?

Kim Matlock, VP of Digital Strategy, Wyndham Vacation Ownership

  • Where and how can VR add value at the various touch points of the customer journey? 

  • How can VR be successfully integrated in both the online and offline journey? 

  • How can VR be used on mobile apps? 

  • How can VR enhance the in-stay experience and how is this currently being used?

 Kim Matlock
Kim Matlock
VP of Digital Strategy
Wyndham Vacation Ownership

12:20 PM Sojern keynote presentation with customer

Stephanie Sabourin, Director, Media & Alliances Europe, Disney

Matthieu Betton, Commercial Director, Europe, Sojern

 Stephanie Sabourin
Stephanie Sabourin
Director, Media & Alliances Europe
Disney

 Matthieu Betton
Matthieu Betton
Commercial Director, Europe
Sojern

12:40 PM FIRE SIDE CHAT: How to deliver deeper interactions with consumers by selling the experience, not the product

Otto Rosenberger, CMO, Hostelworld

  • Identifying a user experience narrative that truly engages and adds value for your customer 
  • What influence and impact does good content have on selling the experience? 
  • How can emotion feed into your marketing strategy and open up access to various demographics? 
  • Practical examples of how successful selling of the experience has increased customer brand engagement and loyalty?
 Otto Rosenberger
Otto Rosenberger
CMO
Hostelworld

Lunch

1:00 PM Lunch


Workshop Lunch

Webhelp workshop

Sebastien Vassort, Head of Global Customer Experience Development, Webhelp

 Sebastien Vassort
Sebastien Vassort
Head of Global Customer Experience Development
Webhelp

Private lunch & Workshop

How travel brands can double conversions with UGC (Invitation only)

Andy Mallinson, Managing Director, EMEA, Stackla

  • Why user-generated content (UGC) so powerful for travel brands -
  • How to integrate UGC into your digital marketing strategy 
  • Real-world examples of how brands use UGC to drive users through the travel purchase process
 Andy Mallinson
Andy Mallinson
Managing Director, EMEA
Stackla

Stream A Unlocking Smart Analytics & Personalisation

2:00 PM DEEP DIVE CASE STUDY: Customer identity and intelligence – evaluating who and where your customers are for improved conversion and retention

Pascal Volz, VP, eCommerce & Online Sales, AirBerlin

  • What are the key challenges in customer identity with the increasing number of devices and how can you still provide a tailored choice in experience? 
  • How is messaging and the approach to returning customers different to new customers?  
  • How can you provide the correct architecture to better manage this data effectively and in real-time?
 Pascal Volz
Pascal Volz
VP, eCommerce & Online Sales
AirBerlin

Stream B Challenging Current Mobile Strategies

How to use mobile beacons in stay to accurately signal and trigger the right person at the right time and provide an enhanced experience?

Soluna Shah, Director of User Experience, Wyndham Vacation Ownership

  • How has mobile visitor behaviour evolved and how are customers using mobile during the journey? 
  • Is mobile being used for curation or conversion and how is this changing? 
  • How has mobile engagement and gamification opened up new engagement opportunities with millennials? 
  • What are the success stories about post-trip engagement and follow up with mobile compared to other channels and how can the market better leverage this part of the customer journey?
Soluna Shah
Director of User Experience
Wyndham Vacation Ownership

Stream C Best in Class Customer Experience

BIG PICTURE THINKING: A look ahead to 2020 - who are the next digital distribution disruptors and how will they impact your business

Hugh Aitken, Commercial Director, Skyscanner

  • How is online travel distribution as we know it changing?
  • What are the biggest changes to how travellers are purchasing travel products and how can this impact your business model?
  • Has trust in brand confidence increased for decision makers and if so, how it this impacting digital distribution? 
  • Insight into some of the most news worthy mergers and acquisitions in the European online travel industry 
  • What are the newer and more evolved OTAs and metas offering to the customer now, and how can this impact current third party collaborations and product development? 
  • How are travel suppliers reacting to these newer players and will this influence future marketing campaigns moving forward?
 Hugh Aitken
Hugh Aitken
Commercial Director
Skyscanner

Stream D Workshops and Small Interactive Group Session

SYNERGY WORKSHOP: Content that really converts - how to deliver customised and personalised content that provides differentiation and real customer engagement

David Beebe, VP, Global Creative and Content Marketing, Marriott International

  • Defining how your customers respond to your brand and what the role of your content needs to be? 
  • Making native content- how to profile your customers when they enter your website 
  • How to capture and curate the intent and feed back into the website? 
  • How can your content be integrated into your creative online design to provide a stand out online experience? 
  • Practical examples of how to deliver your content in the right moment at the right time?
 David Beebe
David Beebe
VP, Global Creative and Content Marketing
Marriott International

Stream A Unlocking Smart Analytics & Personalisation

2:20 PM Session Continued

Stream B Challenging Current Mobile Strategies

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

Stream D Workshops and Small Interactive Group Session

Session Continued

Stream D Workshops and Small Interactive Group Session

Session Continued

Stream D Workshops and Small Interactive Group Session

2:40 PM Session Continued

Stream D Workshops and Small Interactive Group Session

Session Continued

Stream C Best in Class Customer Experience

PANEL DISCUSSION: Breaking down the role of social media in the online customer experience and looking at future applications

Richard Singer, CEO, Travelzoo

Kim Matlock, VP of Digital Strategy, Wyndham Vacation Ownership

David Armstrong, CEO, HolidayPriates Group

  • Practical examples of how travel companies have successfully engaged with their customers on social media 
  • How can social media be linked to CRM systems to better profile customers- what are the major bottlenecks and how can you overcome these? 
  • How is social media being used as a customer care tool and servicing tools and what are the recent developments with integrating messenger through social? 
  • What are the steps taken to purchase directly through social media?
 Richard Singer
Richard Singer
CEO
Travelzoo

 Kim Matlock
Kim Matlock
VP of Digital Strategy
Wyndham Vacation Ownership

 David Armstrong
David Armstrong
CEO
HolidayPriates Group
David originally joined HolidayPirates as COO, in November 2014. Prior to HolidayPirates, David spent several years in high-level management roles within the travel industry, most notably while at tour operator FTI Group, where he played an integral role in the creation of the platform fly.de. David became CEO of HolidayPirates Group in July 2016, ...[Read More]

Stream D Workshops and Small Interactive Group Session

Session Continued

Stream A Unlocking Smart Analytics & Personalisation

3:00 PM PANEL DISCUSSION: How to use predictive analytics to provide a relevant and personalised online experience that is scalable

Marianna O'Hagan, Head of Product, Secret Escapes

Pascal Volz, VP, eCommerce & Online Sales, AirBerlin

Laurent Bellan, Chief Information Officer, Eurostar

  • What are the current tools that allow increasingly detailed customer analysis and evaluation of behaviour? 
  • Practical examples of how personalised content and product offerings have driven conversion 
  • How can you explain to your customer why you are recommending them a particular product? 
  • What analytics are good at making better pricing decisions and how does this drive conversion? 
  • What is the best way to present this personalised content to your customers without overinvesting?
 Marianna O'Hagan
Marianna O'Hagan
Head of Product
Secret Escapes

 Pascal Volz
Pascal Volz
VP, eCommerce & Online Sales
AirBerlin

 Laurent Bellan
Laurent Bellan
Chief Information Officer
Eurostar

Stream B Challenging Current Mobile Strategies

‘HOW TO’ Roundtables: Develop a successful mobile strategy

Tero Valkiala, Head of Digital, Finnair

Filippo Bonsanti, Chief Marketing Officer, GoEuro

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

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

These interactive sessions are your opportunity to learn how to tackle your mobile specific challenges. Choose one roundtable discussion group to join for a 40 minute discussion. A highlight for Digital Travel Summit, roundtable discussions are your best opportunity to idea-share with your peers.
  • 1)How to: Create the optimal responsive mobile site

Luca Graf, Senior Director, Online & Direct Sales, Swiss International Airlines

  • 2)How to: Identify the role of mobile in your organisation and it’s future value 
Tero Valkiala, Head of Digital, Finnair
  • 3)How to: Understand the difference between mobile and desktop in sales conversion and the CX

Raul Alveraz, Director, Digital Product and Omnichannel User Experience, The Rezidor Hotel Group

  • 4)How to: Get mobile advertising right

Filippo Bonsanti, CMO, GoEuro

  •  5)How to: Assess the value of chat and voice interactions with mobile
 Tero Valkiala
Tero Valkiala
Head of Digital
Finnair

 Filippo Bonsanti
Filippo Bonsanti
Chief Marketing Officer
GoEuro

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

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

Stream C Best in Class Customer Experience

Session COntinued

Stream D Workshops and Small Interactive Group Session

SYNERGY WORKSHOP: The dos and don’ts for attribution modelling for mobile

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

  • What attribution models are available that cater for both online and offline activities? 
  • How can you link mobile tracking to legacy systems and supply systems? 
  • Building an attribution model that works for data collection and evaluation cross function including brand team, marketing, digital etc. 
  • Last-touch vs multi-touch: when do they work best? 
  • Where to start with outsourced solutions? How can you identify which solutions works for your business model?
 Mike Hoyles
Mike Hoyles
Director, Global eCommerce, Marketing
Four Seasons

Stream A Unlocking Smart Analytics & Personalisation

3:20 PM Session Continued

Stream B Challenging Current Mobile Strategies

Session Continued

Stream C Best in Class Customer Experience

PANEL DISCUSSION: Content vs context- reviewing new requirements and strategies for developing innovative, relevant and unique content

Luca Pronzati, Chief Business Innovation Officer, MSC Cruises

Ben Peterson, Group Head of Display Sales UK, TripAdvisor

  • Identifying exactly what level of engagement content needs to achieve for your business model 
  • How to develop a content strategy that allows for constant and good quality content to be generated 
  • Evaluating the various content pools and understanding what makes good content: Cinema, twitter, magazines, journalists etc. 
  • How are the industry leveraging travel bloggers for relevant and exiting content and what has been the success? 
  • What has been the success of user-generated content and what are it’s limitations?
 Luca Pronzati
Luca Pronzati
Chief Business Innovation Officer
MSC Cruises

 Ben Peterson
Ben Peterson
Group Head of Display Sales UK
TripAdvisor

Stream D Workshops and Small Interactive Group Session

Session Continued

Stream A Unlocking Smart Analytics & Personalisation

3:40 PM How to drive ancillary products innovation and provide the ultimate customer experiences

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

  • How to best understand the purpose of each distribution channel given the constant changes, and monitor the channels in real-time  
  • What are the latest developments in developing a live database and CRM system that can ensure a streamlined price and improved conversion? 
  • How are demands from distribution channels changing and what are the changes in product information now needs to be provided and how can this be best given?
 Iris Buttinoni
Iris Buttinoni
Head of Consumer Marketing, Italy
Costa Crociere

Stream B Challenging Current Mobile Strategies

Session Continued

Stream C Best in Class Customer Experience

Session Continued

Stream D Workshops and Small Interactive Group Session

Session Continued

Stream A Unlocking Smart Analytics & Personalisation

4:00 PM Session Continued

Please select

Afternoon Break and Refreshment

Smart Analytics & Personalisation

4:30 PM How to develop CRM and IT in conjunction to drive ancillary revenue with relevant products your customers really want

  • Insight into how to provide personalised products and offers in real-time to drive conversion 
  • What architecture is needed to test and optimise this approach? 
  • What is the data behind ancillary revenue? 
  • How can you ensure you are taking ownership of the whole customer journey? 
  • What are the current developments from suppliers (away from GDS) to work directly with the OTAs? Is this a strategy that will work in the future, and if yes, why?

Driving Customer Engagement & Loyalty

Developing functionalities through the app that take customer engagement to the next level

Luca Pronzati, Chief Business Innovation Officer, MSC Cruises

  • How can you ensure the database for the web and mobile are correctly aligned from a user experience and inventory perspective? 
  • How can beacon technology and notifications provide an enhanced experience in practice? 
  • What are the challenges in booking optimisation and self-service capabilities in the app and what are the current efforts to improve this? 
  • How can the app drive inspiration at the location and drive loyalty? 
  • How to avoid app overload and understanding exactly what the app is being used for and when
 Luca Pronzati
Luca Pronzati
Chief Business Innovation Officer
MSC Cruises

Tackling Conversion Optimisation & Retention

5:50 PM PANEL DISCUSSION: How do challenges in payment methods impact basket abandonment and the long term satisfaction of your customer and how can you drive efficiency in the process?

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

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

  • How has the customer evolved in what they need and like regarding online payments? 
  • What are current developments in customer service through new payment functionalities? 
  • How do they add value? 
  • How to install confidence in customers at the payment stage- what does this user experience need to look like? -
  • What are the processes and procedures that need to be in place to effectively integrate newer payment systems?
 Stephan Keschelis
Stephan Keschelis
President E-Commerce & Digital Transformation
NH Hotels

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

Driving Customer Engagement & Loyalty

PANEL DISCUSSION: How to build loyalty that gets the customer to come directly back to you

Dan Reed, Senior Director, Global Merchandising, Brand, Expedia

Bernice Chan, Digital Marketing Lead, Yotel

  • What does this customer digital journey need to look like for the customer to return direct to the supplier? 
  • How are the various loyalty schemes offered in the market perceived by customers and what are the benefits/ limitations of each? 
  • What do loyalty scheme rates from the supplier vs OTA need to look like and how can suppliers provide rates to both parties to prevent customer confusion? 
  • How best should membership rates be offered to customers?
 Dan Reed
Dan Reed
Senior Director, Global Merchandising, Brand
Expedia

 Bernice Chan
Bernice Chan
Digital Marketing Lead
Yotel

Driving Customer Engagement & Loyalty

5:15 PM Chairperson’s Closing Remarks

Tackling Conversion Optimisation & Retention

Chairperson’s Closing Remarks

Driving Customer Engagement & Loyalty

5:20 PM End of Conference

Tackling Conversion Optimisation & Retention

End of Conference

























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