Digital Travel Summit EU 2019

25 - 26 June, 2019

Twickenham Stadium, London

+ 44 (0) 207 368 9573

Day 1 - 25th June .2019

7:30 am - 8:35 am Registration & Welcome Coffee

8:35 am - 8:40 am Welcome Remarks

8:40 am - 8:50 am Chairperson’s Opening Address

Leading The Way With Personalisation

8:50 am - 9:10 am OPENING KEYNOTE: What are the digital trends that will transform how you use personalisation to target, engage and retain your customers over the next 5 years?

Dara Brady - Head of Digital Experience, RyanAir
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Dara Brady

Head of Digital Experience
RyanAir

9:10 am - 9:30 am CASE STUDY: How to use sophisticated personalisation tactics to ensure the right promotions are sent to your customers at the right time

Karin Sheppard - Managing Director, Europe, InterContinental Hotels
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Karin Sheppard

Managing Director, Europe
InterContinental Hotels

9:30 am - 10:10 am ALL-STAR PANEL: What are the people, process and technology requirements for rolling out a practical data-driven personalisation strategy that delivers on your customers’ individual needs from the get go?

Geoffray Maugin - SVP, Global Guest Experience & Business Performance, AccorHotels LUXE Dave Harris - VP, Digital Strategy & Customer Experience, Carnival Cruise Line Yuki Huang - Chief Marketing Officer, KKday Jussi Luhtasela - Digital Transformation Lead, Finnair
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Geoffray Maugin

SVP, Global Guest Experience & Business Performance
AccorHotels LUXE

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Dave Harris

VP, Digital Strategy & Customer Experience
Carnival Cruise Line

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Yuki Huang

Chief Marketing Officer
KKday

Jussi Luhtasela

Digital Transformation Lead
Finnair

10:10 am - 10:30 am INSPIRATIONAL KEYNOTE: How to leverage advances in data science, artificial intelligence and machine learning to achieve more meaningful engagement with your customers across all channels and increase conversion rates

John Leighton - Head of Customer Service, Easyjet
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John Leighton

Head of Customer Service
Easyjet

10:30 am - 11:10 am Morning Networking Break

Creating A Truly Customer Centric Journey

11:10 am - 11:50 am OXFORD-STYLE DEBATE: Blockchain will move beyond the buzz to transform customer experience – Agree / Disagree

Pedro Anderson - Chief Executive Officer, Winding Tree Iris Taguet Zintl - Blockchain Program Lead, Air France-KLM
*Live voting*

AGREE: Iris Taguet Zintl, Global Blockchain Program Manager, Air France KLM
DISAGREE: Pedro Anderson, Chief Executive Officer, Winding Tree

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Pedro Anderson

Chief Executive Officer
Winding Tree

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Iris Taguet Zintl

Blockchain Program Lead
Air France-KLM

11:50 am - 12:10 pm CHIEF OPERATIONS OFFICER CASE STUDY: How can you best collect, manage and process data compiled throughout the customer journey to unlock new insights that can help you send more targeted messages?

Rufino Pérez Fernández - Chief Operations Officer & Digital Transformation Leader, NH Hotels
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Rufino Pérez Fernández

Chief Operations Officer & Digital Transformation Leader
NH Hotels

12:10 pm - 12:30 pm KEYNOTE INTERVIEW: Voice search, chatbots and beyond: How can you harness the latest advances in conversational commerce to better meet your customers’ needs in all interactions?

Tony Cortizas - VP, Global Brand Strategy, Meliá Hotels
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Tony Cortizas

VP, Global Brand Strategy
Meliá Hotels

12:30 pm - 12:50 pm OUT OF INDUSRTY INSPIRATIONAL KEYNOTE: How to ensure the human touch is not lost when implementing artificial intelligence technology on a global scale

Simon Separghan - Managing Director, Global Customer Operations & Digital Channels, Barclays
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Simon Separghan

Managing Director, Global Customer Operations & Digital Channels
Barclays

12:50 pm - 1:50 pm Networking Lunch

12:50 pm - 1:50 pm Invite-only Executive Lunch

DIGITAL MARKETING STREAM – Perfecting Personalisation

1:50 pm - 2:30 pm PANEL: With artificial intelligence and machine learning opening up the possibilities of personalised mass campaigns, how can you leverage it in your business to deliver tailored communications at scale?
Ivana Budin Arhanić - VP, Digital Development Valamar Amro Khoudeir - Director of Digital & Distribution, Mövenpick Hotels Julien Lechat - eAcquisition Director, Digital Marketing, Air France Jose Luis Aranda - Global Digital Marketing Director, Meliá Hotels International
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Ivana Budin Arhanić

VP, Digital Development
Valamar

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Amro Khoudeir

Director of Digital & Distribution
Mövenpick Hotels

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Julien Lechat

eAcquisition Director, Digital Marketing
Air France

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Jose Luis Aranda

Global Digital Marketing Director
Meliá Hotels International

DIGITAL MARKETING STREAM – Perfecting Personalisation

2:30 pm - 3:10 pm CASE STUDY INTERACTIVE: Adapting to changing customer behaviour: How to deliver the perfect message to your searchers at the most convenient time to convert them
Thierry Guiraudios - VP, New Technology & Disruption, Louvre Hotels

Thierry Guiraudios

VP, New Technology & Disruption
Louvre Hotels

eCOMMERCE STREAM – Gaining a Single View of Your Customers

1:50 pm - 2:30 pm CASE STUDY INTERACTIVE: How can you advance your online and offline data collection and processing practices to successfully build a single view of each of your customers?
Spencer Lee - Commercial Director, AirAsia
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Spencer Lee

Commercial Director
AirAsia

eCOMMERCE STREAM – Gaining a Single View of Your Customers

2:30 pm - 3:10 pm CASE STUDY INTERACTIVE: How to use advances in artificial intelligence and machine learning to predict each customer’s lifetime value and allocate your marketing spend accordingly
Erik-Jan Ginjaar - Managing Director, Postillion Hotels Nederland Mark Struik - Commercial Director, Postillion Hotels Nederland
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Erik-Jan Ginjaar

Managing Director
Postillion Hotels Nederland

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Mark Struik

Commercial Director
Postillion Hotels Nederland

CUSTOMER EXPERIENCE STREAM – Aligning The Online & Offline Worlds

1:50 pm - 2:30 pm PANEL: With the growing popularity of mobile and social media channels how can you best leverage them in your online and offline touchpoints?
Amanda Johnson - Director, Customer Relationship Marketing, Herschend Family Entertainment Corporation Juan Agundo - Director of Product Management, eDreams ODIGEO Anna Zeng - Director of Mobile Product, Marriott International & Starwood Hotels
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Amanda Johnson

Director, Customer Relationship Marketing
Herschend Family Entertainment Corporation

Juan Agundo

Director of Product Management
eDreams ODIGEO

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Anna Zeng

Director of Mobile Product
Marriott International & Starwood Hotels

CUSTOMER EXPERIENCE STREAM – Aligning The Online & Offline Worlds

2:30 pm - 3:10 pm CASE STUDY INTERACTIVE: How to integrate your online and offline channels to deliver a more consistent experience for your customers across all touch points

INTERACTIVE STREAM – Working Groups

1:50 pm - 2:50 pm SYNERGY WORKSHOP: How to effectively combine disparate structured and unstructured data sets to achieve better quality intelligence on your customers

3:10 pm - 3:50 pm Afternoon Networking break

DIGITAL MARKETING STREAM – Applying Advanced Data Analytics

3:50 pm - 4:30 pm FIRESIDE CHAT: How can you integrate data from multiple sources to gain new level of insights on your customers’ needs and wants to better target them?
Vladmir Ceric - Head of Sales & Marketing Checkmybus.com

Vladmir Ceric

Head of Sales & Marketing
Checkmybus.com

DIGITAL MARKETING STREAM – Applying Advanced Data Analytics

4:30 pm - 4:50 pm CASE STUDY: How to apply advanced analytics to better target, engage and retain your customers
Amanda Johnson - Director, Customer Relationship Marketing, Herschend Family Entertainment Corporation
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Amanda Johnson

Director, Customer Relationship Marketing
Herschend Family Entertainment Corporation

eCOMMERCE STREAM – Leveraging Innovative Partnerships

3:50 pm - 4:30 pm PANEL: How can you build strategic partnerships with innovative brands that have aligned objectives and can help you raise your ancillary revenue?
Simon Moore Dr - CEO and Chartered Psychologist Innovationbubble, Behavioural Strategy Agency Tina Haslam - Head of Product, Travix Ana Prieto - Media Partnerships Strategy and Sales Manager, easyJet Andrew Madar - Chief Consultant Officer, COMAC Ajit Waghe - Head of Loyalty Operations & Partnerships, Oman Air
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Simon Moore Dr

CEO and Chartered Psychologist
Innovationbubble, Behavioural Strategy Agency

Tina Haslam

Head of Product
Travix

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Ana Prieto

Media Partnerships Strategy and Sales Manager
easyJet

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Andrew Madar

Chief Consultant Officer
COMAC

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Ajit Waghe

Head of Loyalty Operations & Partnerships
Oman Air

eCOMMERCE STREAM – Leveraging Innovative Partnerships

4:30 pm - 4:50 pm CASE STUDY: How to leverage partnerships to build a portfolio of products and services that deliver customer value and commercial benefit
Alessandra Di Lorenzo - Chief Commercial Officer - Media & Partnerships, Lastminute.com
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Alessandra Di Lorenzo

Chief Commercial Officer - Media & Partnerships
Lastminute.com

CUSTOMER EXPERIENCE STREAM – Optimising Your Mobile Experience

3:50 pm - 4:30 pm CASE STUDY INTERACTIVE: How to leverage data on your customer interactions across various touchpoints to offer a more personalised mobile experience
Sebastien de Bandt - Country Manager, Americas & Asia, Trainline
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Sebastien de Bandt

Country Manager, Americas & Asia
Trainline

CUSTOMER EXPERIENCE STREAM – Optimising Your Mobile Experience

4:30 pm - 4:50 pm CASE STUDY: How to transform digital business performance using AI to customer’s needs in real-time
Derek Liddy - Head of Digital Marketing, Aer Lingus
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Derek Liddy

Head of Digital Marketing
Aer Lingus

INTERACTIVE STREAM – Working Groups

3:50 pm - 4:30 pm CREATIVE BOARDROOM: C-Suite leaders knowledge exchange: Your opportunity to tackle specific challenges and opportunities with your peers and drive mutually beneficial initiatives forward
Diane Magers - CEO, Customer Experience Professional Association
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Diane Magers

CEO
Customer Experience Professional Association

 
Table 1:How to build a business case to build your digital team using data as your core
 
Riko van Santen,  VP Digital Strategy & Distribution  Kempinski Hotels
 
Table 2: How to exploit big data to decode customer interactions and gain a competitive edge
Juan Agundo, Director of Product Management, eDreams ODIGEO
 
Table 3:  When a digital customer
experience goes bad how can you turn it around?
 
Robert Berendsen, Customer Experience Manager, NS International
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Riko van Santen

Vice President Digital Strategy & Distribution
Kempinski Hotels S.A.

Juan Agundo

Director of Product Management
eDreams ODIGEO

Robert Berendsen

Customer Experience Manager
NS International

Table 1: How to choose partners that deliver maximum results for your customers
 
Ana Prieto, Media Partnerships Strategy, Easyjet
Table 2: How to leverage partnerships to achieve a customer-first digital approach whilst maximising profits
 
Kevin Duijndam, Personalisation Program Leader,KLM
 
Table 3: With the rise of new OTA business models, how can you best respond to new
competitive threats and changing consumer demands?
 
Isha Mehla, Product Owner, Travix
 
Table 4: Topic TBC – 
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Ana Prieto

Media Partnerships Strategy and Sales Manager
easyJet

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Kevin Duijndam

Global Digital Marketing Head
Air France KLM

Isha Mehla

Product Owner
Travix

Table 1:  What you can learn from those leading the way in China about engaging customers with video?
 
Anna Zeng, Director of Mobile Product, Marriott International & Starwood Hotels

Table 2:  Evaluating the latest and greatest emerging digital technologies to drive innovation in your business
 

Table 3: How to leverage innovation in payments to provide a frictionless transaction process
 
Dave Harris, Vice President, Digital Strategy & Customer Experience, Carnival Cruise Line
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Anna Zeng

Director of Mobile Product
Marriott International & Starwood Hotels

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Dave Harris

VP, Digital Strategy & Customer Experience
Carnival Cruise Line

5:50 pm - 6:50 pm Networking Drinks Reception