Digital Travel Summit EU 2019

25 - 26 June, 2019

Twickenham Stadium, London

+ 44 (0) 207 368 9573

2018 Agenda Day 1

8:00 am - 9:00 am Registration and Morning Refreshments

9:00 am - 9:05 am Welcome from the organisers-Natalya Zhdanova, Content Director, Digital Travel

9:05 am - 9:20 am Chairperson’s Opening Remarks

Lee Hayhurst - Head of News Travel Weekly
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Lee Hayhurst

Head of News
Travel Weekly

Win The Booking Of The Future

9:20 am - 9:40 am OPENING KEYNOTE: How to develop loyalty in a “price first” European market where the consumer is spoiled with choice

Andrew Watson - Vice President Digital, Loyalty & Portfolio Marketing Europe Marriott International

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Andrew Watson

Vice President Digital, Loyalty & Portfolio Marketing Europe
Marriott International

9:40 am - 10:00 am KEYNOTE: How To Better Use Your Data And Understand Tomorrow’s Customer In Order To Win Today’s Booking

Rob Muir - Chief Digital Officer National Express
  • The evolution of how today’s customers have transformed into connected ones
  • How will connected customers of the future purchase travel online? 
  • How is online travel distribution changing?
  • How do you align your digital marketing strategies to cater for omnipotent individuals?
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Rob Muir

Chief Digital Officer
National Express

  • Leveraging immersive technologies, what are they and how far are you from implementing them?
  • How can you use wearables now and in the future in your digital campaign? 
  • How can you use them in real-life interactions with your customers? 
  • What are the latest trends in enhanced payment technologies that will facilitate easier online and app payments?
  • Conversational UI: what is the new paradigm shift in voice recognition? 
  • How can you drive campaigns and experiences to attract the millennial customer by utilizing AI and bots?  
  • How can beacon technology and notifications provide an enhanced experience in practice?
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David Armstrong

CEO
HolidayPirates Group

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Martin Miodownik

Head of Technology Innovation
City Sightseeing Worldwide

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Elena Novokreshchenova

General Manager, UK and Emerging Markets EMEA
HomeAway Expedia Group

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Omri Orgad

VP Business Development
Luminati

10:40 am - 11:00 am Case Study: From Outsourced to In-House—The Next Wave of Digital Marketing?

Matthieu Betton - General Manager Europe Sojern Jose Luis Aranda - Global Digital Marketing Director Meliá Hotels International
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Matthieu Betton

General Manager Europe
Sojern

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Jose Luis Aranda

Global Digital Marketing Director
Meliá Hotels International

11:00 am - 11:40 am Morning Refreshment Break

11:40 am - 12:00 pm CASE STUDY: How campaign intelligence enables travel leaders to find the future bookers for their diverse offers with deep learning

Cathy Thomson - Global Head of Customer Experience Hostelworld Daniel Kenneally - Sales Director Tinyclues
  • Campaign intelligence is being used to build customer centric marketing campaigns that are aligned with business goals
  • Deep learning technology can optimize campaign strategy, maximizing campaign business impact, and increasing message relevancy.
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Cathy Thomson

Global Head of Customer Experience
Hostelworld

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Daniel Kenneally

Sales Director
Tinyclues

12:00 pm - 12:20 pm CASE STUDY: How to harness the power of data with AI and Machine Learning to stay competitive and offer customers the best booking experience

Shravan Kochhar - Director Strategic Insights eDreams ODIGEO

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Shravan Kochhar

Director Strategic Insights
eDreams ODIGEO

12:20 pm - 12:40 pm CASE STUDY: How a revolution in data-driven marketing will change the travel industry

Tomas Salfischberger - CEO & Co-founder Relay42 Kevin Duijndam - Global Digital Marketing Head Air France KLM
Leading Travel Retailer & Relay 42
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Tomas Salfischberger

CEO & Co-founder
Relay42

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Kevin Duijndam

Global Digital Marketing Head
Air France KLM

12:40 pm - 1:55 pm Lunch

This session will explore the smart technologies in data-driven marketing and how to become truly customer-centric. We will deep-dive in use cases on connecting on- and offline channels, how to drive true 1-1 personalization across all channels, and how Artificial Intelligence takes its place in the marketing architecture and day-to-day business. 

Hosted by:
Kevin Duijndam, Global Digital Marketing Head, Air France KLM
Tomas Salfischberger , CEO & Co-founder, Relay42
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Kevin Duijndam

Global Digital Marketing Head
Air France KLM

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Tomas Salfischberger

CEO & Co-founder
Relay42

Stream A: Mastering Customer Centric Approach

1:55 pm - 2:00 pm Chairperson’s Opening Remarks

Stream A: Mastering Customer Centric Approach

2:00 pm - 2:40 pm CASE STUDY REVOLUTION: Stand out and win customers - How to improve your CX strategy to meet the demands of today’s connected customer
David Irvine - Chief Technology Officer enaviga
  • Benchmark best practices you need to implement to better measure your digital performance
  • Learn how to align your customer experience strategy with customer expectations, behaviours, and motivations in order to create a successful CX strategy according to who your customers are 
  • Learn how to avoid customer experience pitfalls such as an inability to link the strategy to the corporate vision and mission, a failure to commit key resources to the program full time, the lack of appropriate executive alignment, a lack of discipline when measuring results, and an inability to take an end-to-end approach to CX

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David Irvine

Chief Technology Officer
enaviga

Stream A: Mastering Customer Centric Approach

2:40 pm - 3:20 pm CASE STUDY: How Turkish Airlines approached personalization - Focus on mobile & desktop design differentiation
Nurcan Alkan Solak - Online Regional Marketing Specialist Turkish Airlines

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Nurcan Alkan Solak

Online Regional Marketing Specialist
Turkish Airlines

Stream A: Mastering Customer Centric Approach

3:20 pm - 4:00 pm PANEL DISCUSSION: Is Customer Centricity key to conversion?
Kavi Chaurasia - VP of Marketing Air Costa Mark Smith - President Kitewheel
  • How needs and mindset differs according to channel (mobile vs PC)?
  • How data can be leveraged to understand customer needs and improve conversion (e.g. intent, stage in the purchase cycle)  
  • How do we navigate the convenience vs choice vs content question? - Or is it all about price? 
  • What tools or processes have you put in place to orchestrate the customer experience in order to improve it for the customer, and so generate improved business results?
  • How the advent of digital disruption is impacting customer experience?
  • Which are the technology functions going forward can bring cross category changes in their business. E.g. Google assistant , wearables etc.
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Kavi Chaurasia

VP of Marketing
Air Costa

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Mark Smith

President
Kitewheel

Stream B: Mastering Digital Marketing & Data

1:55 pm - 2:00 pm Chairperson’s Opening Remarks
Dr Torsten Wingenter - Faculty Futur/io Futur/io - European Institute of Exponential Technologies & Desirable Futures
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Dr Torsten Wingenter

Faculty Futur/io
Futur/io - European Institute of Exponential Technologies & Desirable Futures

  • What are the 2019 top trends in programmatic marketing? 
  • How is direct trusted data sharing beginning to fully replace the commoditized third party data markets as the primary?
  • Most effective ways for brands to gain valuable insight to inform their ad campaigns and publishers to increase the value of their inventory for mutual benefit
  • Travellers don’t distinguish between different channels and devices so why should your brand? 
  • How to implement Omni channel programmatic marketing to reflect the needs of today’s consumers
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Jose Luis Aranda

Global Digital Marketing Director
Meliá Hotels International

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Luis Hurtado De Mendoza

Senior Director, Key and Distribution Accounts EMEA-LATAM
Expedia Group

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Benjamin Martareche

Head Of Programmatic and Data
eDreams ODIGEO

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Luca Romozzi

Senior Director of Tourism
Sojern

Stream B: Mastering Digital Marketing & Data

2:40 pm - 3:00 pm Case Study: How Air France converts views to bookings using UGC
Chloe Marchand - Global Head of Social Media Air France/KLM Andy Mallinson - Managing Director, EMEA Stackla
  • How Air France is using authentic and trusted traveller content across all stages of the travel journey – from dreaming to planning, booking to advocacy.
  • How Air France is increasing engagement and conversions on social ads with contextual, relevant UGC
  • As millennials reshape the travel industry, how Air France’s new airline Joon is building authentic traveller experiences
  • Applying AI and machine learning at scale to drive better online experiences and ROI
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Chloe Marchand

Global Head of Social Media
Air France/KLM

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Andy Mallinson

Managing Director, EMEA
Stackla

Stream B: Mastering Digital Marketing & Data

3:00 pm - 3:20 pm OUR STORY: How West Jet Is Leveraging Data Analytics To Improve Personalization
Karim Elemam - Digital Analyst WestJet Airlines

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Karim Elemam

Digital Analyst
WestJet Airlines

Stream B: Mastering Digital Marketing & Data

3:20 pm - 4:00 pm PANEL DISCUSSION: Data overload - How to better use your online data to increase sales and retention?
Dilpreet Singh - Head of CRM and Customer Analytics The Oberoi Group Karim Elemam - Digital Analyst WestJet Airlines
  • Learn best practices from global retail leaders on consolidating and analyzing unstructured data 
  • Turning mass data into customer experience: how to understand data silos and their significance in unlocking customer experience.
  • Customer and partner engagement: Learn new ways to engage with your customers and partners.
  • Data volume: Learn how to process the volume at an acceptable speed so that the information is available to decision makers when they need it
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Dilpreet Singh

Head of CRM and Customer Analytics
The Oberoi Group

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Karim Elemam

Digital Analyst
WestJet Airlines

Stream C: Mastering Digital Transformation

1:55 pm - 2:00 pm Chairperson’s Opening Remarks

Stream C: Mastering Digital Transformation

2:00 pm - 2:40 pm CASE STUDY REVOLUTION: Introducing mobile simplicity at Turkish Airlines – Mobile channel growth example
Yusuf Duman - Online User Experience Engineer Turkish Airlines

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Yusuf Duman

Online User Experience Engineer
Turkish Airlines

Stream C: Mastering Digital Transformation

2:40 pm - 3:20 pm OUR STORY: Collaborative Economics At Home Exchange And Guest to Guest
Charles-Edouard Girard - President and Executive Chairman GuesttoGuest & HomeExchange

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Charles-Edouard Girard

President and Executive Chairman
GuesttoGuest & HomeExchange

Stream C: Mastering Digital Transformation

3:20 pm - 4:00 pm TRANSFERRABLE LESSONS: What can travel industry learn from successful retailers about customer centricity

Stream D: Execeutive Boardroom

1:55 pm - 2:00 pm Chairperson’s Opening Remarks
Remy Merckx - Vice President Digital Radisson Hotel Group
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Remy Merckx

Vice President Digital
Radisson Hotel Group

Stream D: Execeutive Boardroom

2:00 pm - 2:40 pm Content designed for 10-12 Travel Leaders: *INVITE ONLY Setting the right data strategy and assessing organizational maturity & challenges to become data-driven
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 D: Execeutive Boardroom

2:40 pm - 4:00 pm BOARDROOM CONTINUES

4:00 pm - 4:40 pm Afternoon Refreshment Break

Next Generation Travel Technology

4:40 pm - 5:00 pm CASE STUDY: Social Media And Content Marketing – How Far Can You Stretch Your Content Assets?

Nicole New - Senior Social Media Manager Trainline

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Nicole New

Senior Social Media Manager
Trainline

5:00 pm - 5:10 pm INNOVATION SPOTLIGHT: How Virgin Holidays cut the AI BS


5:10 pm - 5:30 pm CASE STUDY: Give Your Travel Vision A Voice – How AI Is Shaping The Future Of Travel

Max Amordeluso - EU Head of New Technologies Amazon
-How to implement big data informed pricing or “surge pricing” on your online platforms
-Rating system success: best practise is online and mobile rating systems
-Regulatory pressure and controversies, what’s next for Amazon in Europe?
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Max Amordeluso

EU Head of New Technologies
Amazon

5:30 pm - 5:40 pm Chairperson’s Closing Remarks

5:40 pm - 6:40 pm DIGITAL TRAVEL NETWORKING RECEPTION