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
Elliott has worked in digital for nearly 20 years, delivering growth for businesses ranging from startups to the FTSE 100. Whether building new functions and teams or managing budgets in the tens of millions, he is marked out by his detail-orientated approach, with extensive hands-on knowledge and skills. Having worked for a tour operator, a cruise ...[Read More]

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

Olivier Grémillon, Managing Director, EMEA, Airbnb

Moderated By:
Elliott Pritchard
, Online Marketing Director, Avis Budget Group International

  • 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
Olivier is in charge of Airbnb in EMEA, responsible for the development of the activity across the region. Olivier joined Airbnb in January 2012 to open the French office. In late 2013, he took over the coordination of all European offices. Olivier has over 10 years of international experience, working on marketing and strategy for a range of compa ...[Read More]

Moderated By:

 Elliott Pritchard
Elliott Pritchard
Online Marketing Director
Avis Budget Group International
Elliott has worked in digital for nearly 20 years, delivering growth for businesses ranging from startups to the FTSE 100. Whether building new functions and teams or managing budgets in the tens of millions, he is marked out by his detail-orientated approach, with extensive hands-on knowledge and skills. Having worked for a tour operator, a cruise ...[Read More]

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

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

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

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

  • 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
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]

 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]

 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]

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
Intent Media, Inc. has two company’s brands; Intent Media and Voyat - both help travel ecommerce sites maximize revenue-per-visitor. Using predictive analytics to predict user actions, Intent Media provides custom user experiences based on exactly where a user is in their shopping journey. Prior to co-founding Intent, Richard was SVP, Strategy and ...[Read More]

 Ross Matthews
Ross Matthews
CMO
Icelolly

10:20 AM UBER case study: The future of urban mobility

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

 Erinn Collier
Erinn Collier
Head, UK, Uber for Business
Uber
Erinn joined the Uber for Business team earlier this year from Salesforce, where she was most recently Regional Vice President for the Salesforce Marketing Cloud, managing a team that sold multi-channel marketing software into clients such as GlaxoSmithKline, Philips, Unilever and Reckitt-Benckiser. Erinn joined Salesforce via their acquisition of ...[Read More]

10:50 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
Marc oversees Marriott’s editorial content strategy across platforms including digital, social media, TV, film and print for the company's 30 hotel brands. He is a professional storyteller focused on bringing Marriott's large portfolio of hotels to life through creative content utilizing all forms of media and distribution platforms in an effort to ...[Read More]

12:00 PM How Sojern and Disney partner to create a memorable digital travel experience

Ana Dieguez-Hervillard, Europe Media Manager, Disney

Matthieu Betton, Commercial Director, Europe, Sojern

 Ana Dieguez-Hervillard
Ana Dieguez-Hervillard
Europe Media Manager
Disney
After 10 years working in media agencies across multiple business industries, Ana Dieguez-Hervillard joined Disneyland Paris 4 years ago. As Media Strategy Manager for Europe, she develops media thinking with a deeper consumer mindset, looking after innovative solutions to connect audiences, across 12 markets. Combining travel and entertainment bra ...[Read More]

 Matthieu Betton
Matthieu Betton
Commercial Director, Europe
Sojern
Matthieu is Sojern’s Commercial Director, responsible for accelerating the growth of Sojern’s business opportunities in Europe. As one of the founding members of Sojern’s London office, his entrepreneurial spirit was instrumental in growing and expanding Sojern’s business activities in EMEA and beyond. In his previous role as Head of Global Car and ...[Read More]

12:20 PM The new distribution landscape for tours and activities

Hjalti Baldursson, CEO, Bókun

  • How does partnering give hotels a bigger part of the tours and activities pie 

  • Convenience is the new loyalty: how can hotels keep their guests happy with the right destination services at the right time 

  • A partnership case study that will connect Tours & Activities to Hotels globally

The Bókun tourism sales platform allows you to accept bookings on any website and earn more by reselling and packaging services from others. Hjalti as CEO, drives the strategy and growth of the IT travel company. ...[Read More]

12:30 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
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]

Lunch

1:00 PM Lunch


Workshop Lunch

The power of communication in the customer experience: Tech, people and data

Sebastien Vassort, Head of Global Customer Experience Development, Webhelp

David Pattman, Director Global R&D, Webhelp

 Sebastien Vassort
Sebastien Vassort
Head of Global Customer Experience Development
Webhelp
Webhelp is a customer experience and business process outsourcer. Sebastien leads the development of innovative digital customer experiences (Global Innovation Team), co-pilots a strategic initiative to create a new business line on Artificial Intelligence and ChatBots and manages cross functional projects - incl. Data, Product, Development, UX and ...[Read More]

 David Pattman
David Pattman
Director Global R&D
Webhelp
David is responsible for leading Innovation and R&D is an amazing role in an amazing company, Webhelp. He has had the privilege of helping to shape the services and products that we will provide our clients in the future. This provides the opportunity to help leading brands to successfully adapt to the pace of change in technology, data and custome ...[Read More]

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
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]

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
Pascal leads the digital team of Airberlin with core responsibilities in online marketing, data intelligence / data science, product management web & mobile, project management, UI/UX and web development. ...[Read More]

Stream B Challenging Current Mobile Strategies

‘HOW TO’ Roundtables:

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

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

Nick Holroyd-Doveton, Product & Delivery Director, Omnifi

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

2)How to: Understand the difference between mobile and desktop in sales conversion and the CX

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

3)How to: Assess the value of chat and voice interactions with mobile

Nick Holroyd-Doveton, Product & Delivery Director, Omnifi

 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]

 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]

 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]

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

Elena Novokreshchenova, General Manager, UK and Emerging Markets EMEA, HomeAway

Otto Rosenberger, CMO, Hostelworld

  • 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
Hugh leads the commercial team, spanning EMEA, the Americas and Asia Pacific, responsible for forging strategic relationships with partners across the travel industry and beyond. Under his guidance over 400 partners are now powered by Skyscanner for Business through the White Label and API products. Additionally, Hugh has taken to market a range of ...[Read More]

 Elena Novokreshchenova
Elena Novokreshchenova
General Manager, UK and Emerging Markets EMEA
HomeAway
HomeAway, Inc. is a vacation rental marketplace with more than 2,000,000 vacation rentals in 190 countries. It has operated through 50 websites in 23 languages. Elena is the regional director for the UK, Ireland and emerging markets and responsible for driving product innovation for those markets. Previously, she lead the product content team at Ex ...[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 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

Marc Graser, Editorial Director, Creative & 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?
 Marc Graser
Marc Graser
Editorial Director, Creative & Content Marketing
Marriott International
Marc oversees Marriott’s editorial content strategy across platforms including digital, social media, TV, film and print for the company's 30 hotel brands. He is a professional storyteller focused on bringing Marriott's large portfolio of hotels to life through creative content utilizing all forms of media and distribution platforms in an effort to ...[Read More]

Stream D Workshops and Small Interactive Group Session

2:45 PM Session Continued

Stream D Workshops and Small Interactive Group Session

Session Continued

Stream C Best in Class Customer Experience

The power of social: Why should you be investing?

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?

 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
Marianna currently heads up the Product Department at Secret Escapes. Her love of understanding (and manipulating) consumer behaviour and data driven decisions all began in her studies in Economics at Columbia University and Cambridge. These studies were the launch pad into her multi-faceted ecommerce background with roles in trading, marketing and ...[Read More]

 Pascal Volz
Pascal Volz
VP, eCommerce & Online Sales
AirBerlin
Pascal leads the digital team of Airberlin with core responsibilities in online marketing, data intelligence / data science, product management web & mobile, project management, UI/UX and web development. ...[Read More]

 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 B Challenging Current Mobile Strategies

Stream closed

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
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 A Unlocking Smart Analytics & Personalisation

3:15 PM Session Continued

Stream B Challenging Current Mobile Strategies

Session Continued

Stream C Best in Class Customer Experience

INTERVIEW: Clash of the titans - What type of marketing and advertising will engage and convert your customer throughout their online customer journey?

Ben Peterson, Group Head of Display Sales UK, TripAdvisor

Satyan Joshi, Business Leader, Hotel Ads, Google

     Ben Peterson
    Ben Peterson
    Group Head of Display Sales UK
    TripAdvisor
    TripAdvisor, Inc., is an American travel website company providing reviews of travel-related content. It also includes interactive travel forums. He is responsible for creating National and International deals with the sales team, fully leveraging TripAdvisor’s websites and international user base, and developing strategies for trading that deliver ...[Read More]

     Satyan Joshi
    Satyan Joshi
    Business Leader, Hotel Ads
    Google
    Satyan leads the Hotel Ads Business at Google's UK Team, where he is responsible for building and maintaining key partner relationships within the accommodation sector and advises on best practices with Hotel Ads. Satyan joined Google in 2005 having already worked in Online Media for seven years, bringing a wealth of established digital experience. ...[Read More]

    Stream D Workshops and Small Interactive Group Session

    Session Continued

    3:45 PM Afternoon Break and Refreshment

    4:15 PM 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
    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]

    4:35 PM PANEL DISCUSSION: How to build loyalty that gets the customer to come directly back to you

    Moderated By:
    Stephan Keschelis
    , VP, eCommerce & Digital Transformation, NH Hotels

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

    • 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?

     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]

    Moderated By:

     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]

    5:05 PM Chairperson’s Closing Remarks

    Moderated By:
    Stephan Keschelis
    , VP, eCommerce & Digital Transformation, NH Hotels

    Moderated By:

     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]

    5:10 PM End of Conference



























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