Digital Travel Europe 2024
November 21 - 22, 2024
Hilton London Syon Park
Day 2 - 26th June .2019
8:00 am - 8:45 am
Registration & Welcome Coffee
ROSE 1
8:00 am - 8:45 am
Women in Travel Networking Breakfast
Brunel 1
8:45 am - 8:50 am
Welcome Remarks
8:50 am - 9:00 am
Chairperson’s Opening Address
Tedd Evers -
Founder & CEO,
Triptuner
Customer Centric Tech
LIVE ROOM
9:00 am - 9:20 am
INSPIRATIONAL DISTRUPTOR KEYNOTE: Disrupt or be disrupted: What you can learn from one of the greatest business disruptions of our time, and where will the next industry disruption come from?
Kelly McConville -
Head of Content & Social Media,
Uber
• Pushing the boundaries: How to elevate the customer experience from using voice search and real-time messaging
• How technology is allowing brands to mix digital engagement with the real world experiences
• How out of the box thinking that will drive the next wave of eCommerce growth
9:20 am - 10:00 am
ALL-STAR PANEL: Which emerging digital innovations are currently delivering business results and should be factored in your investment plans?
Kasia Rudnik -
Director of eCommerce,
The Langham Hotel
Takafumi Maruyama -
Director Web Sales,
Japan Airlines
Gilles Delattre -
VP Digital Transformation Office,
Luxair
Liu Wei-Chun -
Co-Founder and Executive Vice President,
KKday
Chris Crauford -
Head Of Commercial,
Heathrow Express
Bas Lemmens -
Chief Executive Officer, Meetings.com (part of Hotelplanner.com) & Co-Founder of Booking.com,
Booking.com
• Pushing the boundaries: How to elevate the customer experience from using voice search and real-time messaging
• How technology is allowing brands to mix digital engagement with the real world experiences
• How out of the box thinking that will drive the next wave of eCommerce growth
Bas Lemmens
Chief Executive Officer, Meetings.com (part of Hotelplanner.com) & Co-Founder of Booking.comBooking.com
10:00 am - 10:20 am
INSPIRATIONAL DISTRUPTOR KEYNOTE: Disrupt or be disrupted: What you can learn from one of the greatest business disruptions of our time, and where will the next industry disruption come from?
Kelly McConville -
Head of Content & Social Media,
Uber
The importance of human connection in the digital age and how Uber are positioning themselves to respond to their digitally savvy customers and expand their enterprise in both developed and emerging markets.
10:20 am - 10:40 am
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
10:40 am - 11:10 am
Morning Networking Break
ROSE 1
LIVE ROOM
DIGITAL MARKETING STREAM – Mastering Measurement & Attribution
11:10 am - 11:30 am CASE STUDY: Looking beyond the last click - How can you leverage multi-touch attribution techniques to evaluate campaigns across multiple platforms and better manage the booking process? Jose Luis Aranda - Global Digital Marketing Director, Meliá Hotels• How to bridge the gap between acquisition and retention
• How to pull acquisition data to influence growth and retention
• How to keep the funnel fed, without forgetting to understand what is driving the highest value not just the highest volume
DIGITAL MARKETING STREAM – Mastering Measurement & Attribution
11:30 am - 11:50 am INNOVATION SPOTLIGHT: The Evolution & Innovation of a Transparent Marketplace: Why advertisers must demand transparency to ascertain the visibility necessary to empower themselves Tigran Mekikian - Sr. Director of Demand Partnerships, MediaAlpha
DIGITAL MARKETING STREAM – Mastering Measurement & Attribution
11:50 am - 12:10 pm CASE STUDY: How to rely on customers' context and appetite to strengthen marketing impact and provide relevant offers• Considering the unique needs of your business first and foremost
• Creating a sustainable model that is robust and customer focused
• What KPIs define success for each channel?
ROSE 2 ROOM
eCOMMERCE STREAM – Leveraging Digital Innovations
11:10 am - 11:30 am CASE STUDY: How to seamlessly link your digital marketing activities with your eCommerce offering to remove friction for your customers Chris Crauford - Head Of Commercial, Heathrow Express• What are the main organisational challenges and how to overcome them?
• How to integrate a new approach without affecting customers
• How to take advantage of working with partners that can guarantee a seamless customer experience when booking and maximise conversions
eCOMMERCE STREAM – Leveraging Digital Innovations
11:30 am - 12:10 pm CASE STUDY: How to structure digital teams and create a culture for innovation to accelerate your digital transformation Alessandro Casellato - eCommerce & Digital Director, Costa Cruises Simone Arecco - Head of Digital Customer Experience, Costa• Embracing disruptive technologies and structuring your team to harness innovation
• How to create a digital culture and identify the latest travel trends, opportunities and technologies
• How you can adopt start-up agility to embrace change and responding quickly to opportunities as they arise
ELGAR 2 ROOM
CUSTOMER EXPERIENCE STREAM – Agility and Collaboration
11:10 am - 11:30 am CASE STUDY INTERACTIVE: How to embrace disruptive technologies and adopt start-up agility to achieve customer experience excellence Jos Blok - Chief Product Owner, NS International- Better, faster and more fun by using the sales funnel as a blueprint for your organisation!
- What are the design criteria for agile marketing teams?
- How to leverage experimentation and innovation as a bridge between the business and dev-ops teams.
BRUNEL 1
INTERACTIVE STREAM – Working Groups
11:10 am - 12:00 pm MENTION ME WORKSHOP - Referral marketing for travel brands: accelerate your new customer acquisition by harnessing the advocacy of your best customers Simon Dring - VP of Client Success, Mention MeLearn why customers acquired via referral are so valuable in terms of loyalty and AOV
Develop a framework to optimise all elements of your brand’s referral strategy
Understand how refer-a-friend can best fit into your customer journey
See real world examples of travel brands successfully driving customer acquisition via referral
LIVE ROOM
DIGITAL MARKETING STREAM – Partnering With Brand Ambassadors & Social Influencers
12:10 pm - 12:30 pm CASE STUDY: Harnessing Authentic Traveller Content to Turn Lookers into Bookers Andy Mallinson - Managing Director, EMEA, Stackla Duncan Robertson - Managing Director, Busabout•How Busabout transformed their brand by going 99% UGC — improving all key web metrics, boosting bookings by 33% and reducing content costs by 65%
•How to successfully build a travel marketing strategy around real traveller experiences
•How to empower, encourage and activate shareable moments for customers
DIGITAL MARKETING STREAM – Partnering With Brand Ambassadors & Social Influencers
12:30 pm - 1:10 pm PANEL: How can you align your brand and direct response strategies on Instagram and Facebook at scale to maximise ROI? Tedd Evers - Founder & CEO, Triptuner Nick Cooper - Head of Market UK, HolidayPirates Cathy Thomson - Global Head of Customer Experience, Hostelworld Mark Mezzapelli - VP of Business and Partnerships, CrowdRiff Ali Busacca - Travel Product Marketing EMEA, Facebook & Instagram· How to use your Instagram stories and Facebook to increase engagement with millennials and social influencers online and offline
· How to build a social strategy using Facebook and Instagram
· How to develop and understand the purpose of each channel and best practices for formatting posts to match these purposes
ROSE 2 ROOM
eCOMMERCE STREAM – Digital Disruption
12:10 pm - 1:10 pm OXFORD STYLE DEBATE: Will OTA’s and digital players disrupt the meeting and events space bookings? Verónica González - B2B Digital Sales Director, NH Hotels Bas Lemmens - Chief Executive Officer, Meetings.com (part of Hotelplanner.com) & Co-Founder of Booking.com, Booking.com Katharina Wittgens - Managing Director & Business Psychology, Innovation BubbleFully 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
Bas Lemmens
Chief Executive Officer, Meetings.com (part of Hotelplanner.com) & Co-Founder of Booking.comBooking.com
ELGAR 2 ROOM
CUSTOMER EXPERIENCE STREAM – Industry Innovation Exchange
12:00 pm - 12:20 pm DRILL DOWN ROUNDTABLES: Your opportunity to tackle challenges and opportunities you face with your peers: Gregory Baillet - Head of Product, Brussels Airline Isha Mehla - Product Owner, Travix Santiago Garcia Solimei - Global Director of Social Media, Meliá Hotels International Tedd Evers - Founder & CEO, Triptuner Marco Ottaviani - Head of CRM and Customer Activation, MSC CruisesRoundtable 1: Grégory Baillet, Head of Product Marketing, Brussels
Roundtable 2: Isha Mehla, Product Owner, Travix
Roundtable 3: Hotels: Santiago Garcia Solimei, Global Director of Social Media, Melia Hotels
Roundtable 4: Tedd Evers, Founder, TripTuner “Inspiration Everywhere: Attacking the Upper Funnel”
Roundtable 5: Cruises- Marco Ottaviani, Head of CRM and Customer Activation, MSC Cruises
1:10 pm - 2:10 pm Networking Lunch
ROSE 1
1:10 pm - 2:10 pm Webhelp VIP Invitation Only Masterclass
Nora Boros - Head of Global Sector - Travel, Transportation & Leisure, Webhelp
LIVE ROOM
DIGITAL MARKETING STREAM – Perfecting The Art of Storytelling
2:10 pm - 2:30 pm CASE STUDY: How to establish which social influencers are best to partner with and measure the effectiveness of their campaigns Cathy Thomson - Global Head of Customer Experience, Hostelworld• How to tailor content styles and formats for the device you expect it to appear on
• How to nail your influencer marketing strategy and design an influencer strategy that ties back to your brand promise
• How is the role of the influencer is evolving
DIGITAL MARKETING STREAM – Perfecting The Art of Storytelling
2:30 pm - 3:10 pm CASE STUDY: How to use storytelling to create an emotional connection with your customers Richard Alan Reid - Executive Creative Director, Buzzfeed• How to navigate the complex, local social media arena, understand how each platform can serve to boost local sales and predict consumer trends
• How to use storytelling as a means of engaging customers and encouraging traffic to your site
• How to align yourself with the right brands and optimise partner relationships with story telling
ROSE 2 ROOM
eCOMMERCE STREAM – New Frontiers in Voice Engagement
2:10 pm - 2:30 pm CASE STUDY: Zero Friction Future: How to reduce friction and maximise every opportunity across multiple channels Ali Busacca - Travel Product Marketing EMEA, Facebook & InstagramToday's consumers want everything now, making every new step or delay a chance for them to abandon their journeys. This is friction, and the costs are extensive. Get insight into what consumers want + how to reduce friction now.
eCOMMERCE STREAM – New Frontiers in Voice Engagement
2:30 pm - 3:10 pm CASE STUDY INTERACTIVE: How conversational technology is transforming the way travellers search and how can you leverage it to keep pace with this trend Gordon Mack - Senior Product Manager, Skyscanner•How voice search will change the future of travel as we knowit
•Does your audience prefer text, images, video or audio?: The importance of understanding your audience
ELGAR 2 ROOM
CUSTOMER EXPERIENCE STREAM – Achieving Next Generation Customer Support
2:10 pm - 2:30 pm INTERVIEW: Evaluating the latest innovations in customer support technology to determine which is best suited to serve your customer needs Tedd Evers - Founder & CEO, Triptuner Liu Wei-Chun - Co-Founder and Executive Vice President, KKday• Understand what specialist tech is available to support customer demands and which is best for your business
• What considerations should be made when evaluating the latest innovations in customer support tech
• How KDAY is using technology to stay ahead of its competitors in a highly competitive landscape
CUSTOMER EXPERIENCE STREAM – Achieving Next Generation Customer Support
2:30 pm - 2:50 pm CASE STUDY INTERACTIVE: The Digital Strategy that has transformed Meliá Hotels International to reach Spain´s top 10 most influential IBEX 35 companies on social media Santiago Garcia Solimei - Global Director of Social Media, Meliá Hotels International• The impact of Social Media in today´s digital traveller
• How Meliá has implemented a ‘social first strategy’
• The use of influencers and user generated content as key part of it´s brands ‘messaging
• Use of social media content in other digital platforms and the offline space
• Humanizing the company through an internal Digital ambassador program
• The role of a Social CEO and the path to the creation of a social culture
BRUNEL 1 ROOM
INTERACTIVE STREAM – Working Groups
2:00 pm - 3:00 pm INNOVATIVE BUBBLE WORKSHOP:What influences customer digital behaviour? Katharina Wittgens - Managing Director & Business Psychology, Innovation Bubble Dr Simon Moore . - CEO and Chartered Psychologist, Innovationbubble, Behavioural Strategy AgencyUnderstanding the influence of neuroscience and non conscious needs in building stronger customer retention, loyalty and brand experiences.
In this interactive workshop:
We will explore how the brain works (doesn't work!) in terms of best engagement with online and offline brand communications.
We will demonstrate how understanding non conscious needs of your customer will drive more ROI than demographic based data.
We will learn how emotional engagement is 4 times more powerful than factual and pragmatic service/brand information.
We will demonstrate these behavioural effects via a number of industry specific case studies.
Dr Simon Moore .
CEO and Chartered PsychologistInnovationbubble, Behavioural Strategy Agency
3:10 pm - 3:30 pm
Afternoon Networking Break
ROSE 1
Staying Ahead of New Market Developments
LIVE ROOM
3:30 pm - 3:50 pm
KEYNOTE: What can behavioural science teach us about how to engage the modern day traveller?
Sam Tatam -
Behavioural Strategy Director,
Ogilivy
• Understanding customer behaviour and the best way to interact with your customers in the modern digital era
• How understanding the science can help you influence behaviour and secure more bookings
• What consumer trends are we seeing and what buying behaviour can we expect to see in the future
3:50 pm - 4:30 pm
CRYSTAL BALL PANEL: Which new trends will transform the travel industry in the next 5 years, and how can you best position your business to take advantage?
Tedd Evers -
Founder & CEO,
Triptuner
Finnbar Cornwall -
Industry Head,
Google
Simon Separghan -
Head of Customer Contact,
RBS
Kamil Jagodzinski -
Chief Customer Officer,
Kiwi.com
4:30 pm - 4:50 pm
INSPIRATIONAL KEYNOTE: How to set up a presence and unlock new revenue streams in the World’s fastest growing market – China
Sean Yu -
Director of Product,
Skyscanner
• How do Chinese consumers behave, what technology consierations should you make when looking to enter the Chinese market
• Which partnerships should you form with local agents and how can best understand local market trends
• How to navigate the complex, local social media arena and understand how each platform can serve to boost your booking s
