08 - 09 June, 2020
ETC County Hall, London
Conference Day One – 8th June 2020
8:00 am - 9:00 am REGISTRATION & WELCOME COFFEE
REDEFINING TRAVEL TRENDS FOR 2020 & BEYOND
9:00 am - 9:20 am OPENING KEYNOTE: How to be distinctive in a price driven, competitive marketplace to increase sales and win the booking
9:20 am - 9:40 am CMO KEYNOTE: How to build brand communication and touchpoints that are relevant to your users to reach the right audience at the right moment
9:40 am - 10:00 am INTERVIEW WITH INTERACTIVE POLLING: How can you add value at every touchpoint (online and offline) to delight your customers and increase your revenue?
10:00 am - 10:20 am CIO KEYNOTE: Overcoming fragmented global legal requirement - How to build a fool-proof legal strategy to keep up with rapidly changing innovations and remain compliant in a digital future
10:40 am - 11:20 am MORNING NETWORKING BREAK
10:40 am - 11:20 am MASTERCLASS
11:20 am - 11:40 am CUSTOMER EXPERIENCE KEYNOTE: The power of positive surveying - How to empower your people to improve customer service, front-line performance and drive business results
11:40 am - 12:00 pm INDUSTRY CASE STUDY
12:00 pm - 12:40 pm PANEL WITH INTERACTIVE POLLING: Balancing digital AND in-person touchpoints - How can you decide where digital fits in your customer journey and where to use the ‘human touch’ to offer the ideal consumer experience?
12:40 pm - 1:00 pm INDUSTRY CASE STUDY: A customer perspective - How to identify ‘quick fixes’ in your customer journey to transform your travellers experience
1:00 pm - 1:20 pm GLOBAL AIRLINE KEYNOTE: Personalising and streamlining your systems and processes - How to improve touch points with your customer in the physical and digital space to improve data collection and use of information
1:20 pm - 2:20 pm NETWORKING LUNCH
1:20 pm - 2:20 pm MASTERCLASS
1:20 pm - 2:20 pm MASTERCLASS
TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey2:20 pm - 2:40 pm CASE STUDY: Hyper-personalisation at scale: How to serve your customer through the use of personalisation to deliver on individual customer needs
TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey2:40 pm - 3:00 pm INDUSTRY CASE STUDY
TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey3:00 pm - 3:40 pm PANEL WITH INTERACTIVE POLLING: Adapting to mobile preferences - How can you better interpret data across your customer interactions to offer a more personalised mobile experience?
TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey3:40 pm - 4:00 pm INDUSTRY CASE STUDY: Mapping the journey towards great customer experience
Shaun HudsonGoogle Maps Lead for Travel/Tourism & Leisure, Transportation
TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey4:00 pm - 4:20 pm CASE STUDY INTERACTIVE: The story of a Sugar Plum Fairy: How to identify your customer targeting points to achieve your digital marketing strategy
TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy2:20 pm - 2:40 pm CASE STUDY: How to use customer insights to deliver a personalised omnichannel strategy and improve user experience
TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy2:40 pm - 3:00 pm INDUSTRY CASE STUDY: Referral Marketing - How to turn your happy customers into your most effective acquisition channel
TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy3:00 pm - 3:40 pm PANEL WITH INTERACTIVE POLLING: How can you use omni-channel marketing to empower your customers along their booking journey?
TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy3:40 pm - 4:00 pm INDUSTRY CASE STUDY: How to best use user-generate content at different stages of the guest journey
TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy4:00 pm - 4:20 pm CASE STUDY INTERACTIVE: How to gather, store and analyse your cross-channel customer data to deliver a seamless digital marketing outreach
TRACK C – eCOMMERCE Optimising your eCommerce Revenue2:20 pm - 2:40 pm CASE STUDY: Kayak new Affiliate network: How to simplify your supplier relationships and increase your ancillary revenue
TRACK C – eCOMMERCE Optimising your eCommerce Revenue2:40 pm - 3:00 pm INDUSTRY CASE STUDY: Making every Euro Count - How to optimise your eCommerce channel to recoup lost revenue
TRACK C – eCOMMERCE Optimising your eCommerce Revenue3:00 pm - 3:40 pm PANEL WITH INTERACTIVE POLLING: How can you create a compelling loyalty programme that truly increases sales?
TRACK C – eCOMMERCE Optimising your eCommerce Revenue4:00 pm - 4:20 pm INTERVIEW WITH INTERACTIVE POLLING: How to boost direct sales using data management to segment your audience and increase revenue
SYNERGY WORKSHOPS * Limited to 30 attendees *2:20 pm - 2:40 pm Data focus: How to best collect, analyse and use data to enhance your customer interactions and drive sales
CREATIVE BOARDROOMS – Creating a Desire for ‘Wanderlust’ *Limited to 15 attendees*2:20 pm - 2:40 pm How can you use travel inspiration to make sure travellers get the most out of their holiday and remain an OTA of choice?
4:20 pm - 5:00 pm AFTERNOON NETWORKING BREAK
5:00 pm - 5:20 pm CASE STUDY: Four Seasons Chat - How to use open channels and chat functions to better communicate with your guests from the booking journey to in resort
5:20 pm - 5:40 pm CASE STUDY: Creating an open innovation strategy - How to better connect with external partners (including start-ups) to encourage business learnings and cultural change
5:00 pm - 5:20 pm CASE STUDY: How to best leverage social media channels to keep up with the growing popularity of online trends in travel bookings
5:20 pm - 5:40 pm CASE STUDY: How can you collaborate with the right influencers to champion your brand as the number one customer choice?
5:20 pm - 5:40 pm INTERVIEW: How to use KPIs to align your digital strategy with you businesses commercial needs and transform your acquisition
5:40 pm - 5:45 pm Transition to main room
NEW FRONTIERS IN TRAVEL TECH
5:45 pm - 6:05 pm CASE STUDY GatwickConnects: How to use Robotics to drive commercial innovation and efficiency
6:05 pm - 6:30 pm INSPIRATIONAL GUEST KEYNOTE: Shopping for happiness - How to leverage the human psyche to emotionally connect with your customers and better influence the future of their buying experience
6:30 pm - 7:00 pm TECH DRAGONS’ DEN WITH INTERACTIVE POLLING & CHILLED BEERS Get a sneak peek into the most innovative technology offerings to see how they can help solve some of your biggest travel challenges
7:00 pm - 7:00 pm EVENING NETWORKING RECEPTION
Your opportunity to relax and network with your peers!