Digital Travel EU 2020
08 - 09 June, 2020
ETC County Hall, London
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
Bas Lemmens
Chief Executive Officer, Meetings.com (part of Hotelplanner.com) & Co-Founder of Booking.comBooking.com
Leading The Way With Personalisation
LIVE ROOM
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?
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
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
•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
9:30 am - 10:20 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?
Moderator:
Kasia Rudnik Director of eCommerce The Langham Hotel
Speakers:
Geoffray Maugin SVP, Global Guest Experience & Business Performance AccorHotels LUXE
Gilles Delattre VP Digital Transformation Office Luxair
Mila Minic-Massey VP of Customer Engagement – Activation & Operations Disney Parks, Experiences and Products
Liu Wei-Chun Co-Founder and Executive Vice President KKday
Samuel Heraud Corporate E-Commerce & Digital Strategy Director Kempinski Hotels
Esamatti Vuolle Senior Product Owner Digital Finnair
Kasia Rudnik Director of eCommerce The Langham Hotel
Speakers:
Geoffray Maugin SVP, Global Guest Experience & Business Performance AccorHotels LUXE
Gilles Delattre VP Digital Transformation Office Luxair
Mila Minic-Massey VP of Customer Engagement – Activation & Operations Disney Parks, Experiences and Products
Liu Wei-Chun Co-Founder and Executive Vice President KKday
Samuel Heraud Corporate E-Commerce & Digital Strategy Director Kempinski Hotels
Esamatti Vuolle Senior Product Owner Digital Finnair
•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
Mila Minic-Massey
VP of Customer Engagement – Activation & OperationsDisney Parks, Experiences and Products
10:20 am - 10:40 am 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 LeaderNH Hotel Group
10:40 am - 11:10 am Morning Networking Break
ROSE 1
11:10 am - 11:30 am CASE STUDY: AI and Personalization: The Next Stage in Travel Marketing
This session will present detailed success stories and the strategic impact of campaign intelligence on revenue and engagement. Hostelworld join to talk about how they are leveraging AI to find future bookers and increase campaign relevancy.
- How an AI-first approach is creating a unique experience for campaign targeting and planning
- How teams can quickly and easily implement personalisation at scale
- How to leverage deep learning technology to find future buyers for any product in the days following a campaign
- How to align a customer-centric strategy with business goals
11:30 am - 11:50 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
•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
Creating A Truly Customer Centric Journey
11:50 am - 12:10 pm CASE STUDY: Sojern shares findings from the State of the Industry report
ROSE 1
12:10 pm - 1:30 pm Networking Lunch
Exhibition Area, Rose 1
BRUNEL 1
12:10 pm - 1:30 pm Stackla Invitation Only Masterclass
BRUNEL 1
Fueling Booking Decisions with Real Traveler Content
Social media and smartphones have given rise to the era of visual content — changing the traveler's journey from inspiration to booking
BRUNEL 2
12:10 pm - 1:30 pm Tinyclues Invitation Only Masterclass - Segmentation is dead. How travel leaders like Hostelworld are transforming billions of customer signals into campaign action, personalizing messages and reigniting campaign revenue
This exclusive workshop over a relaxed, seated lunch is an opportunity to discuss your current CRM challenges, and learn from Hostelworld’s Head of Customer Experience:
• How they transformed their approach to marketing campaigns, increasing revenue and improving customer engagement
• How they achieved truly relevant messages for personalization at scale with AI
You will also learn how travel & hospitality leaders like Air France, Thomas Cook, AccorHotels, Club Med and TUI are finding the future bookers for any destination and booking window.
LIVE ROOM
DIGITAL MARKETING STREAM – Perfecting Personalisation
1:50 pm - 2:30 pm CASE STUDY INTERACTIVE: How Kiwi.com is making travel better with NOMAD•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
DIGITAL MARKETING STREAM – Perfecting Personalisation
2:30 pm - 3:10 pm CASE STUDY INTERACTIVE: 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?•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
ROSE 2 ROOM
eCOMMERCE STREAM – Gaining a Single View of Your Customers
1:50 pm - 2:30 pm CASE STUDY INTERACTIVE: 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.
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• 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
ELGAR 2 ROOM
CUSTOMER EXPERIENCE STREAM – Aligning The Online & Offline Worlds
1:50 pm - 2:30 pm FIRE-SIDE CHAT: With the growing popularity of mobile and social media channels how can you best leverage them in your online and offline touchpoints?•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
CUSTOMER EXPERIENCE STREAM – Aligning The Online & Offline Worlds
2:30 pm - 3:10 pm CUSTOMER EXPERIENCE ROUNDTABLESIn this highly interactive small group format, choose the topic most reflective of your current challenges, then dive deep with your peers
Mobile best practices: Anna Zeng, Director of Mobile Product, Marriott International & Starwood Hotels
Social Media success: Kasia Rudnik,Director of eCommerce, The Langham Hotel
BRUNEL 1 ROOM
INTERACTIVE STREAM – Working Groups
1:50 pm - 3:00 pm AGILLIC WORKSHOP: Mapping Customer Journeys – Let’s define your customers’ moments of truth together
3:10 pm - 3:50 pm Afternoon Networking break
ROSE 1
LIVE ROOM
DIGITAL MARKETING STREAM – Applying Advanced Data Analytics
3:50 pm - 4:30 pm CASE STUDY: The Changing Digital Landscape of Travel and How Co-ops Can Keep Up•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
DIGITAL MARKETING STREAM – Applying Advanced Data Analytics
4:30 pm - 4:50 pm INTERVIEW: How AI-Powered Personalization is Shaping the Future of Conversion Rate Optimization for the Travel Industry· 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
· Getting away from last-click attribution modelling: what are the alternatives to this?
ROSE 2 ROOM
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?• 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
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• 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
ELGAR 2 ROOM
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• 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
Mila Minic-Massey
VP of Customer Engagement – Activation & OperationsDisney Parks, Experiences and Products
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• 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
BRUNEL 1
INTERACTIVE STREAM – Working Groups
3:50 pm - 4:30 pm FRESHWORKS WORKSHOP: Top 5 things to fix to improve a traveler’s experience - A customer perspectiveCustomer expectations are higher than ever before, with 47% of consumers globally having higher expectations than they had in the last 2 years. In the travel and hospitality sector, loyalty is king, but it’s not just about rewards programs - delivering truly wow experiences for your customers drives loyalty - in fact, 31% of customers are willing to pay more for great customer experiences. In this session we will be exploring 5 common pitfalls that companies face when providing digital travel experiences, and how you can not only avoid them, but also turn them into revenue opportunities.
Leading the workshop will be Arun Mani, Managing Director, Europe. Also in attendance will be Sherrie Rafiei, Enterprise Account Executive, and we need a workshop pass for Sidharth Balaji, Senior Solutions Engineer, who will be joining just for the workshop to help out.
Drill-Down Roundtable Discussions
DIGITAL MARKETING STREAM - LIVE ROOM
Drill-Down Roundtable Discussions
4:50 pm - 5:50 pm DIGITAL MARKETING ROUNDTABLES:Table 1: How to build a business case to build your digital team using data as your core
Ikenna Felix Uzoh, Global Head of Analytics and Data Science, Visit Britain
Table 2: How to exploit big data to decode customer interactions and gain a competitive edge
Mark Struik, Commercial Director, Postillion Hotels Nederland
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
E-COMMERCE ROUNDTABLES - ROSE 2
Drill-Down Roundtable Discussions
4:50 pm - 5:50 pm E-COMMERCE ROUNDTABLESTable 1: How can you build strategic partnerships with innovative brands that have aligned objectives and can help you raise your ancillary revenue?
Grégory Baillet, Head of Product Marketing, Brussels Airlines
Table 2: How to leverage partnerships to achieve a customer-first digital approach whilst maximising profits
Mila Minic-Massey, VP of Customer Engagement-Platform, Disney Parks, Experiences and Products
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
Mila Minic-Massey
VP of Customer Engagement – Activation & OperationsDisney Parks, Experiences and Products
CUSTOMER EXPERIENCE ROUNDTABLES - ELGAR 2
Drill-Down Roundtable Discussions
4:50 pm - 5:50 pm CUSTOMER EXPERIENCE ROUNDTABLESTable 1: What you can learn from those leading the way in engaging customers with video?
Simon Separghan, Head of Customer Contact, RBS
Table 2: How to leverage innovation in payments to provide a frictionless transaction process
Takafumi Maruyama, Digital Director, Japan Airlines
Phillip Cook
Sales DirectorContent Square
BRUNEL 2
INTERACTIVE STREAM – Working Groups
4:50 pm - 5:50 pm IODOMOO WORKSHOP: First class customer experience for all : How to build 1 to 1 conversation utilising Personalised video5:50 pm - 7:00 pm Networking Drinks Reception - WORLD RUGBY MUSEUM
WORLD RUGBY MUSEUM