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 - Digital Director, RyanAir
Hear how Ryanair radically transformed  their digital strategy and  revolutionsed their brand using the latest tech innovations to improve customer service and construct a more personal brand image and  memorable user experience across all digital channels

  • How Ryaniar responded to digital disruption and digital transformed to keep pace with the ever evolving digital travel landscape
  • How Ryanair fostered an internal digital culture that supports agility, customer responsiveness and innovation within across the airline
  • Hear Dara’s predictions for the future of travel and his thoughts on the latest digital innovations in the travel sector

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Dara Brady

Digital Director
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

Karan Khanna - Managing Director, UK&I, InterContinental Hotels Group
•How to create a sophisticated personalisation roadmap that helps you to engage with your customer directly both online and offline
•How to track every action that your customer does along the sales funnel to help you to better understand how to personalise their experience 
•How to build different personalisation scenarios and create hyper personalised, targeted messaging to your customers

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Karan Khanna

Managing Director, UK&I
InterContinental Hotels Group

•How to analyse customer touch points to identify areas for improvement and encourage internal collaboration to elevate customer experience across all channels
•How to use the latest advances in technology  to analyse your customer data and provide meaningful engagement that increases conversions
•How to adapt digital experiences and technology as the interaction gap continues to shrink between human and machines
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Geoffray Maugin

SVP, Global Guest Experience & Business Performance
AccorHotels LUXE

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Jussi Luhtasela

Digital Transformation Lead
Finnair

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Gilles Delattre

VP, Digital Transformation
Luxair

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Mila Minic-Massey

VP of Customer Engagement-Platform
Disney Parks, Experiences and Products

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Liu Wei-Chun

Co-Founder and Executive Vice President
KKday

Kasia Rudnik

Director of eCommerce
The Langham Hotel

10:10 am - 10:50 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
•How to create a next-level customer experience across all channels in to provide meaningful engagement and increase conversions
•Understanding customer intent: How can you get closer to your consumers to understand their goals at every stage of the shopping journey to improve your customer experience across all touch points
•How AI can help to deliver a consistent brand experience that will improve customer loyalty and direct bookings
•How to leverage customer journey mapping, digital tools and user-generated content to stimulate customer loyalty and boost sales

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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
AGREE: Iris Taguet Zintl, Global Blockchain Program Manager, Air France KLM
DISAGREE: Pedro Anderson, Chief Executive Officer, Winding Tree
Fully engage with the most contentious and divisive issues currently facing your industry. Sit back and witness industry leading figures pitting themselves against each other in a battle to deliver the knockout argument. Then, continue the debate in your own small roundtable groups until you reach a majority viewpoint. Will you reconsider your position? And will you walk away with a fresh mind-set and better prepared to take on this key conundrum?

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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 to successfully manage Digital Transformation to enhance customer experience while adding efficiency

Rufino Pérez Fernández - Chief Operations Officer and Global Transformation Leader, NH Hotels
•How to identify gaps in your commercial processes and assess needed capabilities to initiate digital transformation
•How can digital technology support and contribute towards your business objectives
•Distinguishing between fad and reality: How can you leverage advanced technologies such as AI in your business to enhance customer experience
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Rufino Pérez Fernández

Chief Operations Officer and Global 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
•How to interact with your customers on social channels to better understand travellers needs and develop offerings to keep your brand relevant in the era of connected commerce
•How voice search is impacting how travellers find th best deals and what you need to do now to adapt to it
•How to implement a conversational strategy, taking into account the behaviour of your customers
•Using conversational tools like chatbots to better understand the tastes and behaviour of your customers

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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 - Head of Customer Contact, RBS
·         How can you get to know your customers more intimately to forge lasting and emotional connections for your brand
·         How can you engage with your customers to gain and maintain their loyalty
·         Beyond customer data: How can you gain a deeper understanding of your customer’s habits, wants and desires to better fulfil their needs
How artificial intelligence is moving to a broader platform that will inform us of every aspect of the customer journey
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Simon Separghan

Head of Customer Contact
RBS

12:50 pm - 1:50 pm Networking Lunch

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

STREAM – Perfecting Personalisation

1:50 pm - 2:30 pm FIRE-SIDE CHAT: 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
•How to build customer confidence to gain your customer’s generosity in personal data to create hyper-individual customer experiences
•How to use hyper-individualisation to build and create sustainable relationships with the customers at scale
•How technologies such as  predictive analytics, AI, and ML can contribute to the shift to hyper-relevance and help you to achieve new levels of insight

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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

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
•How to identify new touchpoints to find the right channels to tailor content and take your customer experience to the next level
•How to focus on the individual to win the crowd, not just exploiting similarities but embracing differences too

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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 - CEO, AirAsia BIG and Travel360, AirAsia
•Do you really understand the many customer personas and their many needs who are interacting with your business, both offline and online. 
•How to create an effective 1:1 personalisation roadmap that helps companies to engage with their customer directly
•‘Context is King’ when designing experiences. How understanding customer context can radically shift digital design journeys and patterns for your B2B customers.
•The importance of tracking every action that your customer does along the sales funnel in order to help you to better understand how you should personalise their experience next time
•How to use a mix of technology and commercial strategies to radically shift customers buying patterns and behaviour to a digital-first engagement.

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Spencer Lee

CEO, AirAsia BIG and Travel360
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
• How using AI has transformed Postilions Hotels booking system to improve efficiency and customer service
• How AI can help to identify patterns that will help to identify opportunities for automated personalisation

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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

2:30 pm - 3:10 pm PANEL: With the growing popularity of mobile and social media channels how can you best leverage them in your online and offline touchpoints?
Kasia Rudnik - Director of eCommerce The Langham Hotel 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
•How to leverage  powerful personalisation techniques suited to customers on the go to convert high mobile traffic into sales
•How to overcome friction between mobile traffic and conversion
•Travellers love mobile browsing, but mobile purchasing not so much: Why is that?  
•How to move from mobile first to just mobile

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Amanda Johnson

Director, Customer Relationship Marketing
Herschend Family Entertainment Corporation

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Juan Agundo

Director of Product Management
eDreams ODIGEO

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Anna Zeng

Director of Mobile Product
Marriott International & Starwood Hotels

Kasia Rudnik

Director of eCommerce
The Langham Hotel

CUSTOMER EXPERIENCE STREAM – Aligning The Online & Offline Worlds

1:50 pm - 2:30 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
Andreas Koukas - Global Head of Marketing & eCommerce - EMEA, Luxury Division, Hilton
• Understanding customer browsing and booking behavioural patterns and customer expectations: What will the customers of the future look like and how should organisations prepare themselves for the future customer needs and preferences?
• Re-Thinking the pillars of online and offline: How to evolve and respond to consumer desire, automating operations to drive customer excellence and deploy a customer first strategy 
• How can you best reduce internal silos to create blended teams that solve cross-channel customer pain points
• How millennials are changing the face of travel marketing and what you need to do now to keep up

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Andreas Koukas

Global Head of Marketing & eCommerce - EMEA, Luxury Division
Hilton

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 CASE STUDY INTERACTIVE: How can you integrate data from multiple sources to gain new level of insights on your customers’ needs and wants to better target them?
·         How to leverage data, innovation and technology to make your creative campaigns even more meaningful and relevant to your customers
·         What is the right marketing mix to engage customers in today's attention-deficit landscape
·         Using data from multiple sources to explore the value of genuine experiences, for both your customers and your brand
Amro Khoudeir - Director of Digital & Distribution, Mövenpick Hotels
• How to leverage data, innovation and technology to make your creative campaigns even more meaningful and relevant to your customers
• What is the right marketing mix to engage customers in today's attention-deficit landscape 
• Using data from multiple sources to explore the value of genuine experiences, for both your customers and your brand

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Amro Khoudeir

Director of Digital & Distribution
Mövenpick Hotels

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
• Getting away from last-click attribution modelling: what are the alternatives to this?
• Creating new user behavior analytics and insights to identify and act on marketing and sales opportunities
• Driving ROI and differentiation in the marketplace by better serving customers’ needs

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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?
Dr Simon Moore . - CEO and Chartered Psychologist Innovationbubble, Behavioural Strategy Agency Gregory Bailley - Head of Product, Brussels Airline Andrew Madar - Chief Consultant Officer, COMAC Ajit Waghe - Head of Loyalty Operations & Partnerships, Oman Air
• Discover what brands are looking for and how to create profitable partnerships that align with both brands identities 
• Enhance profitability by embracing dynamic packaging solutions and offering customers everything they need for the entirety of their trip
• Increase your value proposition and keep customers engaged with a partnership strategy based on customer insight, designed to offer customers everything they desire and more

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Dr Simon Moore .

CEO and Chartered Psychologist
Innovationbubble, Behavioural Strategy Agency

Gregory Bailley

Head of Product
Brussels Airline

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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
• How to grow your market share and profit  by engaging in collaborative product development with your existing partners to drive innovation and offer a seamless customer experience 
• How to build partnerships with leaders in other markets using innovative technologies to drive your international presence and reach more customers
• Using data to identify customer behaviours and interests and introduce a partnership strategy that delivers on your customers needs

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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
• Using personalisation and attribution to identify high value customers and target them over mobile devices
• Creating a robust, long-term mobile model that is robust and customer focused

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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
• How AI can add value and deliver state-of- the art automated, hyper personalised messaging to increase conversions 
• How AI can help to boost email marketing
• How to meet the needs of your customer in real-time using advances in AI technology

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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? 
Anna Zeng, Director of Mobile Product, Marriott International & Starwood Hotels

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Riko van Santen

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

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Juan Agundo

Director of Product Management
eDreams ODIGEO

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Anna Zeng

Director of Mobile Product
Marriott International & Starwood Hotels

Drill-Down Roundtable Discussions

4:50 pm - 5:50 pm CHAMPAGNE ROUNDTABLES
Kevin Duijndam - Global Digital Marketing Head, Air France KLM Isha Mehla - Product Owner, Travix
Table 1: How to choose partners that deliver maximum results for your customers

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
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Kevin Duijndam

Global Digital Marketing Head
Air France KLM

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Isha Mehla

Product Owner
Travix

Table 1:  What you can learn from those leading the way in engaging customers with video? 
Simon Separghan, Head of Customer Contact, RBS 

Table 2:  Evaluating the latest and greatest emerging digital technologies to drive innovation in your business
Ikenna Felix Uzoh, Global Head of Analytics and Data Science, Visit Britain

Table 3: How to leverage innovation in payments to provide a frictionless transaction process
Takafumi Maruyama, Digital Director, Japan Airlines

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Simon Separghan

Head of Customer Contact
RBS

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Ikenna Felix Uzoh

Global Head of Analytics and Data Science
Visit Britain

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Takafumi Maruyama

Director Web Sales
Japan Airlines

5:50 pm - 7:00 pm Networking Drinks Reception