Digital Travel EU 2020

03 - 04 November, 2020

Online

Day One – 3rd November 2020

Time (CEST)

ALL TIMES ARE IN CEST

Reinvigorating Our Industry Post Covid-19

9:15 am - 9:30 am WELCOME REMARKS Ben Sharples, Event Director, Digital Travel

10:00 am - 11:00 am OPENING PANEL: How can we rebuild the travel industry and traveller confidence post Covid-19?

  • How will customers book post COVID-19, and what will they expect online and offline?
  •  How important is business transformation for the survival of a thriving travel ecosystem?
  • How to define what is important to the customer
  • What are the near-future trends you need to start adopting?
Spencer Lee, CEO at AirAsia BIG Loyalty

Spencer Lee

CEO
AirAsia BIG Loyalty

Gary Wallace, Head of Commercial Products at Gatwick Airport

Gary Wallace

Head of Commercial Products
Gatwick Airport

Mark Struik, Commercial Director at Postillion Hotels

Mark Struik

Commercial Director
Postillion Hotels

11:30 am - 12:00 pm CASE STUDY: CX focus: How to create a first-class customer experience to build an emotional connection with your customer that keeps them coming back

12:00 pm - 12:30 pm CASE STUDY: How to best collect and use data to personalise and streamline touch points to retain sales and revenue in a difficult environment

  •   What is the internal journey towards personalisation at scale?
  •    How can you take personalisation to the next level and nurture new business?
  •  How can you work with tech suppliers to scale up your personalisation strategy?
  • How to collect and use data in the right way
Kjetil Eik L. Løvli, Head of Marketing Personalisation at Norwegian

Kjetil Eik L. Løvli

Head of Marketing Personalisation
Norwegian

12:30 pm - 1:30 pm ROUNDTABLE: How to overcome the key challenges around developing your customer experience strategy for your digital platforms

Jurik Auer, Global Project Manager Online Sales at Lufthansa Group

Jurik Auer

Global Project Manager Online Sales
Lufthansa Group

1:30 pm - 2:30 pm LUNCH BREAK + INTERACTIVE NETWORKING

Accelerating Customer Acquisition & Retention

1:30 pm - 2:00 pm PANEL: Balancing digital AND in-person touchpoints: How can you decide where to use digital and the ‘human touch’ to offer the ideal consumer experience following a huge increase in demand for contact?

  • How to create a dual relationship between digital and in-person
  •  How can you best understand where to use digital in your strategy?
  •   How can you intertwine your people with digital enablers to offer the best customer experience?
  • How can you augment the capacity of your people through digital?
Ahmad Kheir, Director, eCommerce at FIVE Hotels and Resorts

Ahmad Kheir

Director, eCommerce
FIVE Hotels and Resorts

Stefano Pinzani, Director, CRM & Loyalty at Costa Crociere

Stefano Pinzani

Director, CRM & Loyalty
Costa Crociere

Nicola Rhone

Chief Commercial Officer
Great National Group

2:00 pm - 2:30 pm CASE STUDY: The story of a Sugar Plum Fairy: How to identify your customer targeting points to achieve your digital marketing strategy

Benjamin Foster, Marketing & Communications Manager at The Waldorf Hilton

Benjamin Foster

Marketing & Communications Manager
The Waldorf Hilton

2:30 pm - 3:30 pm PRIVATE WORKSHOP: Disrupt your thinking: Building a conversational airline in the new era of travel

Sponsors:
LivePerson

·        Building a Conversational strategy: Why messaging and automation is more important now than ever, and its impact on customers, agents and the business

·        Powering through disruption: How a Conversational foundation helped travel brands operate in unprecedented times 

·        Future-proofing your business: Where should travel brands focus their energy as they move forward in the “new normal”?



David Saines, former Head of Operational Development & Change at Virgin Atlantic

David Saines

former Head of Operational Development & Change
Virgin Atlantic

Nick Chaillier, Client Partner at LivePerson

Nick Chaillier

Client Partner
LivePerson

3:30 pm - 4:00 pm END OF DIGITAL TRAVEL 2020 DAY ONE – SEE YOU TOMORROW!


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