Digital Travel Summit EU 2018

26 - 27 June, 2018

etc.venues County Hall, London

Contact Us: 44 (0) 207 368 9894

Agenda Day 2

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

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

Chris Micklethwaite, Former CIO, TUI Group, CEO,3PointsDigital

Chris Micklethwaite

Former CIO, TUI Group, CEO

The Battle For Digital Domination

9:10 am - 9:30 am KEYNOTE: Balancing Digital And Human Touch In Customer Engagement In The Hospitality Industry

Remy Merckx, Vice President Digital,Radisson Hotel Group


Remy Merckx

Vice President Digital
Radisson Hotel Group

9:30 am - 10:10 am Case Study: How to win today’s booking by understanding tomorrow’s customer?

Alessandra Di Lorenzo, Chief Commercial Officer - Media & Partnerships,
  • 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 

Alessandra Di Lorenzo

Chief Commercial Officer - Media & Partnerships

10:10 am - 10:50 am GUEST SPEAKER ADDRESS

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

Mastering Personalization

  • 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?

Amy Clark

Senior Director of Digital & Loyalty, EMEA
Wyndham Hotel Group


Heidi Myers

‎Head of Marketing, EMEA
Uber for Business


Elizabeth Brennan

UK Industry Client Director for Retail, Travel and Classified


Alex Horstmann

Group Digital Director
Thomas Cook Airline Group

12:10 pm - 12:40 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

Kevin Duijndam

Global Digital Marketing Head
Air France KLM

12:40 pm - 1:40 pm Lunch

12:40 pm - 1:40 pm Stackla Masterclass

12:40 pm - 1:40 pm Persado Masterclass

Pick the topic that will make the biggest impact on achieving your 2018 priorities. Through facilitated discussion, you’ll tap into the collective expertise of your peers. Your toolbox will be overflowing! 

Table 1:  How to use a data-driven approach to enhance customer experience and increase conversions 
Jason Stewart, eCommerce & Digital Manager, Aberdeen International Airport

Table 2:   How Deep AI brings new campaign use-cases to travel marketers by finding future buyers and driving on average +49% additional revenue
François Laxalt, Senior Director Product Marketing, 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
Andra Magerusan, 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,
Victoria Roginskaya, Global  Sr. SEM Specialist,

Table 6: Conversational commerce – How to enhance the customer experience at every touchpoint and identify what makes a good vs bad experience 

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


François Laxalt

Senior Director Product Marketing


Andy Dellbridge

Head of Professional Services and Customer Success


Kavi Chaurasia

VP of Marketing
Air Costa


Soraya Gofti

Sr. Manager SEM


Victoria Roginskaya

Global Sr. SEM Specialist


Dilpreet Singh

Head of CRM and Customer Analytics
The Oberoi Group


Fred Crehan



Andra Magerusan

Senior Business Psychologist, Customer experience
Innovation Bubble


1:40 pm - 2:40 pm CASE STUDY REVOLUTION: How will future technology innovations influence the way your digital campaign is shaped?
Dr Torsten Wingenter, Former Global Head of Digital Innovation,Lufthansa
  • 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

Dr Torsten Wingenter

Former Global Head of Digital Innovation


2:40 pm - 3:20 pm CASE STUDY REVOLUTION: How can you asses how affective is your current digital marketing strategy is in order to create a seamless digital experience that promotes direct bookings?
Fabrizio Viacava, Global Head eCommerce & Digital Marketing,Costa Crociere
  • How can you asses your current digital marketing strategy effectiveness? 
  • Will creating a defined and consistent messaging across multiple platforms and devices highlight how your brand stands out? 
  • Practical examples of how successful selling of the experience has increased customer brand engagement and loyalty
  • Learn how to evolve the site experience to meet the needs of today’s travelers

Fabrizio Viacava

Global Head eCommerce & Digital Marketing
Costa Crociere


2:40 pm - 3:20 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, Founder & CEO,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

Céleste Owen-Jones

Founder & CEO

3:20 pm - 3:50 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

Trausti Karlsson

Digital Marketing Lead
Icelandair Hotels


David Armstrong

HolidayPirates Group


Chris Ulph

Global Head Digital Marketing, eCommerce and Innovation
Choice Hotels International


Joyce Bliss

Global Marketing Director
Enterprise Holdings


Sophie Clarke

Social Media Manager
Radisson Hotel Group

4:30 pm - 4:55 pm CLOSING KEYNOTE INTERVIEW: What are the new alternative travel trends and how will they impact on your business?

Chris Micklethwaite, Former CIO, TUI Group, CEO,3PointsDigital
  • How the roles of the major travel players changed and what is to be expected in the future?
  • Who is increasingly delving into each other's territories? 
  • How will the growth of alternative travel trends influence your business?

Interviewee: Amro Khoudeir, Global Director Digital & Distribution, Mövenpick Hotels & Resorts Hotels  
Interviewer: Chris Micklethwaite, Former CIO, TUI Group, CEO, 3PointsDigital

Chris Micklethwaite

Former CIO, TUI Group, CEO

4:55 pm - 5:00 pm Chairperson’s Closing Remarks

Chris Micklethwaite, Former CIO, TUI Group, CEO,3PointsDigital

Chris Micklethwaite

Former CIO, TUI Group, CEO

5:00 pm - 5:05 pm Close of conference