Digital Travel EU 2020

03 - 04 November, 2020

ETC Houndsditch, London

2018 Agenda Day 2

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

9:00 am - 9:10 am Chairperson’s Welcome & Opening Remarks

Jessica Welch - Senior Business Psychologist Innovation Bubble
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Jessica Welch

Senior Business Psychologist
Innovation Bubble

The Battle For Digital Domination

9:10 am - 9:30 am KEYNOTE: How to balance digital and human touch in customer engagement to maximise loyalty

Remy Merckx - Vice President Digital Radisson Hotel Group

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Remy Merckx

Vice President Digital
Radisson Hotel Group

9:30 am - 10:10 am CASE STUDY: Developing the best strategy to reach the connected customer - how to combine data with real-time insights and events to boost bookings

Alessandra Di Lorenzo - Chief Commercial Officer - Media & Partnerships Lastminute.com
  • Today's customers are connected ones: how the use of data has transformed the online booking process 
  • How to optimise targeting based on passion, destination and propensity to spend 
  • Driving sales through engaging and relevant content  
  • How to combine data with real-time insights and events to boost bookings 
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Alessandra Di Lorenzo

Chief Commercial Officer - Media & Partnerships
Lastminute.com

10:10 am - 10:50 am GUEST SPEAKER ADDRESS: How to shape tomorrow by bringing the latest technology into travel today

Joakim Everstin - Futurologist & Innovation and Technology Evangelist Snowfall
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Joakim Everstin

Futurologist & Innovation and Technology Evangelist
Snowfall

10:50 am - 11:30 am Morning Refreshment Break

Mastering Personalization

11:30 am - 12:10 pm PANEL DISCUSION: How can you make every customer feel like 1 in a million versus 1 of a million in today’s competitive landscape?

Jessica Welch - Senior Business Psychologist Innovation Bubble Elizabeth Brennan - UK Industry Client Director for Retail, Travel and Classified Criteo Remy Merckx - Vice President Digital Radisson Hotel Group
  • Selling experiences not products: How to personalize, customize, and humanize, everyone’s online experience across channels
  • How to use shopper data to deliver the right message to the right shopper at the right time on the right device
  • How can you increase activity to your site and create the experience they’re looking for without a loyalty program?
  • How to ensure every touchpoint, whether on or offline, is a personalised brand experience and an opportunity to engage the consumer resulting in the to direct bookings and loyalty
  • Why is the need for personalization so strong amongst the Millennial Generation and how can the travel industry benefit from these shopping behaviours?
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Elizabeth Brennan

UK Industry Client Director for Retail, Travel and Classified
Criteo

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Remy Merckx

Vice President Digital
Radisson Hotel Group

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Jessica Welch

Senior Business Psychologist
Innovation Bubble

12:10 pm - 12:30 pm OUR STORY: How to offer a personalised and memorable experience that guarantees repeat bookings in a competitive and ‘disloyal’ environment

Kevin Duijndam - Global Digital Marketing Head Air France KLM
  • What technologies can connect you to the connected customer to ensure you drive direct bookings?
  • How to ensure the fine line between becoming over-personal and delivering tailored experiences that don't overwhelm your customer 
  • What are the best strategies in repeat bookings that offer personalised and tailor made messaging
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Kevin Duijndam

Global Digital Marketing Head
Air France KLM

12:30 pm - 1:30 pm Lunch

Stackla Masterclass

12:30 pm - 1:30 pm Creating authentic customer experiences in the era of visual content
Andy Mallinson - Managing Director, EMEA Stackla
Social media and smartphones have given rise to the era of visual content — changing the traveller's journey from inspiration to booking.  

Today, nearly 100% of the content marketers publish contain visuals, but most struggle to consistently create enough engaging imagery to keep all their content channels fresh and relevant. Instead of wasting time and money producing picture-perfect visuals or buying inauthentic stock photos for all your marketing activities, you could be tapping into the wealth of real photos and videos travellers create and share online everyday.

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Andy Mallinson

Managing Director, EMEA
Stackla

Persado Masterclass

12:30 pm - 1:30 pm VIP Workshop Lunch on how travel brands can use AI to scale customer engagement
Daniela Esposito - Business Development Director Persado
The discussion during the VIP Workshop will include:
  • How AI can help you to connect with customers by understanding the language and emotions that resonate best and how to effectively apply these insights.
  • Key advice on how AI is being used in the Travel industry to drive personalisation and hold real, valuable conversations with customers.
  • Practical case studies on how leading brands such as Expedia, Hotels.com, and Caesars Entertainment drive their marketing efforts, the insights they’re gaining, and the ROI they’re realising.

Daniela Esposito

Business Development Director
Persado

Table 1:  How to use a data-driven approach to enhance customer experience and increase conversions 
Dilpreet Singh, Head of CRM and Customer Analytics, The Oberoi Group

Table 2: How Deep Learning brings new campaign use-cases to travel marketers by finding future buyers and driving on average +49% additional campaign revenue
Cathy Thomson, Global Head of Customer Experience, Hostelworld
Daniel Kenneally, Sales Director, Tinyclues
Katy Bennett, UK Director, Tinyclues

Table 3:   Channels of engagement:  Innovations in CRM
Andy Dellbridge,  Head of Professional Services and Customer Success, OtherLevels  and Former Global Head of CRM, Camelot National Lottery

Table 4: Digital Behavioural Marketing – How to use human cognitive bias to drive sales in a digital world
Jessica Welch, Senior Business Psychologies, Innovation Bubble
Magdalena Seibel, Senior Business Psychologies, Innovation Bubble

Table 5: Optimizing Your Ad Copy Strategies to Get More Traffic at a Lower Cost 
Soraya Gofti, Sr. Manager SEM, Hotels.com
Victoria Roginskaya, Global  Sr. SEM Specialist, Hotels.com

Table 6:  Conversational commerce – How to enhance the customer experience at every touchpoint and identify what makes a good vs bad experience 
Kavi Chaurasia, VP of Marketing, Air Costa

Table 7:  Customer Journey Optimisation: Mapping Online Journeys in Travel
Fred Crehan, Vice President EMEA, Yieldify
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Dilpreet Singh

Head of CRM and Customer Analytics
The Oberoi Group

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Andy Dellbridge

Head of Professional Services and Customer Success
OtherLevels

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Victoria Roginskaya

Global Sr. SEM Specialist
Hotels.com

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Kavi Chaurasia

VP of Marketing
Air Costa

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Jessica Welch

Senior Business Psychologist
Innovation Bubble

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Magdalena Seibel

Senior Business Psychologist
Innovation Bubble

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Cathy Thomson

Global Head of Customer Experience
Hostelworld

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Daniel Kenneally

Sales Director
Tinyclues

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Fred Crehan

VP Sales EMEA
Yieldify

Stream B: TECHNOLOGY DIALOGUE

1:30 pm - 2:30 pm CASE STUDY REVOLUTION: How will future technology innovations influence the way your digital campaign is shaped?
Dr Torsten Wingenter - Faculty Futur/io Futur/io - European Institute of Exponential Technologies & Desirable Futures
  • How to move towards creating customer journeys across every channel and touch point with live feedback?
  • What is the true value of digital for your business and how can you build a successful digital strategy in line with this? 
  • Sustaining the right technology partnerships in the current ‘win the booking ‘ landscape
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Dr Torsten Wingenter

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

Steam A: MASTERING DIGITAL TRENDS

2:30 pm - 3:10 pm CASE STUDY REVOLUTION: How To Approach A Multi Country Website Migration For SEO Success
Sara Borghi - SEO Manager Costa Crociere

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Sara Borghi

SEO Manager
Costa Crociere

Stream B: MASTERING DIGITAL INVESTMENTS

2:30 pm - 3:10 pm START UP CASE STUDY REVOLUTION : The mind-set of the millennial - Understanding how travel experience is key to ‘digital nomads’ purchasing behaviours
Céleste Owen-Jones - Co-founder & CEO Live2Leave Léa Bourratière - Co-founder & CMO Live2Leave
  • What data helps you understand the millennial purchasing process
  • How to understand millennial behaviours and trends and how to meet their demands as they influence trends and redefine buying habits.
  • Experiences vs products how the personalized travel experiences you create will win you the booking? 
  • With the ascent of the silent digital traveller, real human service and interactions fade in importance
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Céleste Owen-Jones

Co-founder & CEO
Live2Leave

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Léa Bourratière

Co-founder & CMO
Live2Leave

3:10 pm - 3:40 pm Afternoon Refreshment Break

The Next Impactful Digital Trends

  • How to create real-time access to relevant tips and, often, crowd-sourced information as it has ultimately changed the way many travellers approach planning a trip — from inspiration to booking
  • How to promote positive reviews: Top tips on driving travel bookings as many travel organisations find managing this very time consuming
  • The importance of why real-time engagement is the biggest social media
  • Why understanding customer’s desires for video, personalization, mobile, and real-time engagement can influence one click bookings
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David Armstrong

CEO
HolidayPirates Group

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Sophie Clarke

Social Media Manager
Radisson Hotel Group

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Trausti Karlsson

Digital Marketing Lead
Icelandair Hotels

4:20 pm - 4:50 pm CLOSING INTERVIEW: The future of digital marketing at HomeAway

Elena Novokreshchenova - General Manager, UK and Emerging Markets EMEA HomeAway Expedia Group

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Elena Novokreshchenova

General Manager, UK and Emerging Markets EMEA
HomeAway Expedia Group

4:50 pm - 4:55 pm Chairperson’s Closing Remarks

Jessica Welch - Senior Business Psychologist Innovation Bubble
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Jessica Welch

Senior Business Psychologist
Innovation Bubble

4:55 pm - 5:00 pm Close of conference