Digital Travel Summit EU 2018

26 - 27 June, 2018

etc.venues County Hall, London

Contact Us: 44 (0) 207 368 9894

Agenda Day 1

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

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

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

Lee Hayhurst, Head of News,Travel Weekly

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


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?

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?

David Armstrong

HolidayPirates Group


Christoph Klenner

Secretary General
European Technology & Travel Services Association


Martin Miodownik

Head of Technology Innovation
City Sightseeing Worldwide


Claus Strawbridge

e-Commerce Marketing Director
Guldsmeden Hotels

10:40 am - 11:00 am CASE STUDY

Matthieu Betton, General Manager Europe,Sojern

Matthieu Betton

General Manager Europe

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

Mastering New Technology

11:40 am - 12:00 pm CASE STUDY: How campaign intelligence solutions empower digital travel leaders to reinvent their marketing strategy with Deep AI

  • Where to start? Where are you now in AI implementation? 
  • Can AI take your digital capabilities to the next level through Customer service platforms (web and mobile), Sentiment analysis and CRM? 
  • Digital marketing optimization; how to use AI and machine learning in data collection to track personal preferences, travel histories, build individual user profiles and make smart recommendations —and therefore, present travelers with options that make sense for them.

12:00 pm - 12:40 pm PANEL DISCUSSION: Rethinking travel distribution and collaboration in 2020

  • How can VR help create immersive customer experiences and break down barriers between the physical and digital world? 
  • How can you expect to interact with VR technologies in the future and how will they influence your digital capabilities?
  • Will collecting real time data help consumers experience how a product or service works better?

12:40 pm - 1:00 pm CASE STUDY

Leading Travel Retailer & Relay 42

1:00 pm - 2:00 pm Lunch

Track B

1:00 pm - 2:00 pm Relay 42 Masterclass

Stream A: Mastering UX and CX

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


David Irvine

Chief Technology Officer

Stream A: Mastering UX and CX

2:40 pm - 3:20 pm PANEL DISCUSSION: Is UX enough to craft the digital touch points, to ensure successful user experience?
Alex Mead, Global Customer Contact Strategy,IAG Kavi Chaurasia, VP of Marketing,Air Costa
  • Will service design address the challenges faced by UX?  
  • What value can be generated by bringing together User Experience, Service Design and Customer experience to create truly innovative experiences? 
  • Should digital and online touch points remain front and center to the value proposition? 

Alex Mead

Global Customer Contact Strategy


Kavi Chaurasia

VP of Marketing
Air Costa

Stream A: Mastering UX and CX

3:20 pm - 4:00 pm PANEL DISCUSSION: How to get your customers to book through your channel of choice as competition increases in 2019
Kavi Chaurasia, VP of Marketing,Air Costa Mark Smith, President,Kitewheel Chris Ulph, Global Head Digital Marketing, eCommerce and Innovation,Choice Hotels International Emre Guney, Global Head of Digital Growth,Pegasus Airlines
  • Best practices in user experience
  • What are implementable solutions that drive the best results? 
  • Is it possible to know whether a user is likely to book in a given session and what would you do with that information?
  • How to stand out from the crowds
  • What methods can you use to draw direct traffic to your site that have direct results
  • 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?

Kavi Chaurasia

VP of Marketing
Air Costa


Mark Smith



Chris Ulph

Global Head Digital Marketing, eCommerce and Innovation
Choice Hotels International


Emre Guney

Global Head of Digital Growth
Pegasus Airlines

Stream B: Mastering Digital Marketing

2:00 pm - 2:40 pm PANEL DISCUSSION: Will 2019’s programmatic marketing trends deliver efficiency, global scale and reach?
Spencer Davies, Country Manager UK,Sojern Jose Luis Aranda, Global Digital Marketing Director,Meliá Hotels International
  • 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

Spencer Davies

Country Manager UK


Jose Luis Aranda

Global Digital Marketing Director
Meliá Hotels International

Stream B: Mastering Digital Marketing

2:40 pm - 3:00 pm CASE STUDY: Air France’s Story - Best Practices for Using Traveller Content in Your Marketing
Chloe Marchand, Global Head of Social Media,Air France/KLM Andy Mallinson, Managing Director, EMEA,Stackla

Chloe Marchand

Global Head of Social Media
Air France/KLM


Andy Mallinson

Managing Director, EMEA

Stream B: Mastering Digital Marketing

3:00 pm - 3:20 pm OUR STORY: Collaborative Economics At Home Exchange And Guest to Guest
Charles-Edouard Girard, President and Executive Chairman,GuesttoGuest & HomeExchange
  • Overview of the innovation adopted at Home Exchange
  • How does the hospitality look as a part of the future travel?
  • Innovation in tourism – What technology will shape the future of Home Exchange, GuesttoGuest and beyond? 

Charles-Edouard Girard

President and Executive Chairman
GuesttoGuest & HomeExchange

Stream B: Mastering Digital Marketing

3:20 pm - 4:00 pm PANEL DISCUSSION: Data overload - How to better use your online data to increase sales and retention?
Ahmed Elemam, Senior Digital Marketer,WestJet Dilpreet Singh, Head of CRM and Customer Analytics,The Oberoi Group Stacey Hartley, International Online Sales Manager,Cathay Pacific Airways


Ahmed Elemam

Senior Digital Marketer


Dilpreet Singh

Head of CRM and Customer Analytics
The Oberoi Group


Stacey Hartley

International Online Sales Manager
Cathay Pacific Airways

Stream C: Mastering Digital Transformation and Mobile

2:00 pm - 2:40 pm Personalisation and Ancillary Revenue - Which technologies and personalisation solutions do you need for your ROI to take flight?
Kavi Chaurasia, VP of Marketing,Air Costa
  • How to implement leading ancillary methods and practices used by airlines.
  • Build your mobile experience: Android vs apple versions of applications what are the pitfalls? 
  • How to optimize opportunities for ancillary sales at each point of contact during the travel purchasing cycle. 
  • How to build your database for the web and mobile are correctly aligned from a user experience and inventory perspective

Kavi Chaurasia

VP of Marketing
Air Costa

Stream C: Mastering Digital Transformation and Mobile

2:40 pm - 3:20 pm CASE STUDY REVOLUTION: Evolution of Direct Online
Chris Ulph, Global Head Digital Marketing, eCommerce and Innovation,Choice Hotels International
  • Website design: Move users seamlessly from one section to the next by understanding user personas’ goals and needs
  • Website optimization: Create a platform users can complete their primary goals quickly and easily
  • How to identify 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 to create well-designed user journeys that facilitate clear communication and a seamless transaction
  • Creating a design approach that is consistent across the digital and physical worlds

Chris Ulph

Global Head Digital Marketing, eCommerce and Innovation
Choice Hotels International

Stream C: Mastering Digital Transformation and Mobile

3:20 pm - 4:00 pm CASE STUDY REVOLUTION: How to build an agile culture that keeps the customer in focus
Timea Kadar, Global Head of Content,ContentBonum Limited
Explore key defining characteristics of building digital culture. Explore the seemingly simple idea of digital transformation and the complexities of implementing the delivery of customer eccentricity and experience at scale, regardless of channel.  
  • How to create a seamless, consistent and valuable experience for your audience and having the teams in place to help achieve this
  • Optimizing internal collaboration between creative and marketing teams
  • Move from traditional models to agile ones
  • Gaining the buy in of your staff to embrace the digital change

Key learning objectives:
  • What defines a digitally transformed company?
  • Learn how to create a team that will develop customer centricity


Timea Kadar

Global Head of Content
ContentBonum Limited

Stream D: C -Level Boardroom

2:00 pm - 2:40 pm Content designed for: C-Level Executives *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: C -Level 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: Give Your Travel Vision A Voice

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? 

Max Amordeluso

EU Head of New Technologies

5:00 pm - 5:20 pm CASE STUDY: Social Media And Content Marketing – How Far Can You Stretch Your Content Assets?

Nicole New, Social Media Head,Trainline


Nicole New

Social Media Head

5:20 pm - 5:30 pm Chairperson’s Closing Remarks

5:30 pm - 6:30 pm End of Day One and Half Time Drinks Reception