Digital Travel EU 2020

03 - 04 November, 2020

ETC Houndsditch, 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

Yannic Pluymackers, Chief Marketing Officer at lastminute.com

Yannic Pluymackers

Chief Marketing Officer
lastminute.com

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?

Ahmad Kheir, Director, eCommerce at FIVE Palm Jumeriah Dubai

Ahmad Kheir

Director, eCommerce
FIVE Palm Jumeriah Dubai

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

Riko van Santen, Chief Information Officer at Kempinski Hotels

Riko van Santen

Chief Information Officer
Kempinski Hotels

10:20 am - 10:40 am INTERVIEW: How can you better leverage partnerships and build a portfolio of products and services to deliver customer value and a commercial benefit?

Eva Fouquet, VP, Strategic Partnerships at Kayak

Eva Fouquet

VP, Strategic Partnerships
Kayak

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

Lisa Oswald, SVP, Global Head of Customer Service at Travelzoo

Lisa Oswald

SVP, Global Head of Customer Service
Travelzoo

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

CONFERENCE TRACKS

TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey

2:20 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
Marco Ottaviani, Head of CRM & Customer Activation at MSC

Marco Ottaviani

Head of CRM & Customer Activation
MSC

TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey

2:40 pm - 3:00 pm INDUSTRY CASE STUDY

TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey

3:00 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?
Kamil Jagodzinski, Chief Customer Officer at Kiwi.com

Kamil Jagodzinski

Chief Customer Officer
Kiwi.com

TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey

3:40 pm - 4:00 pm INDUSTRY CASE STUDY: Mapping the journey towards great customer experience
Shaun Hudson, Google Maps Lead for Travel/Tourism & Leisure, Transportation at Snowdrop Solutions

Shaun Hudson

Google Maps Lead for Travel/Tourism & Leisure, Transportation
Snowdrop Solutions

TRACK A – CUSTOMER EXPERIENCE Enhancing your end-to-end Customer Journey

4:00 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
Benjamin Foster, Marketing & Communications Manager at The Waldorf Hilton

Benjamin Foster

Marketing & Communications Manager
The Waldorf Hilton

TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy

2:20 pm - 2:40 pm CASE STUDY: How to use customer insights to deliver a personalised omnichannel strategy and improve user experience
José Luís Aranda Riera, Global Digital Media Advertising Director at Meliá Hotels International

José Luís Aranda Riera

Global Digital Media Advertising Director
Meliá Hotels International

TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy

2:40 pm - 3:00 pm INDUSTRY CASE STUDY: Referral Marketing - How to turn your happy customers into your most effective acquisition channel
Andy Cockburn, CEO & Co-Founder at Mention Me

Andy Cockburn

CEO & Co-Founder
Mention Me

TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy

3:00 pm - 3:40 pm PANEL WITH INTERACTIVE POLLING: How can you use omni-channel marketing to empower your customers along their booking journey?
Kasia Rudnik, Director, eCommerce at The Langham London

Kasia Rudnik

Director, eCommerce
The Langham London

TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy

3:40 pm - 4:00 pm INDUSTRY CASE STUDY: How to best use user-generate content at different stages of the guest journey
Julia Manoukian, Senior Content Marketing Manager at CrowdRiff

Julia Manoukian

Senior Content Marketing Manager
CrowdRiff

TRACK B – DIGITAL MARKETING Transforming your Digital Marketing Strategy

4:00 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
Stefano Pinzani, Director, CRM & Loyalty at Costa Crociere

Stefano Pinzani

Director, CRM & Loyalty
Costa Crociere

TRACK C – eCOMMERCE Optimising your eCommerce Revenue

2:20 pm - 2:40 pm CASE STUDY: Kayak new Affiliate network: How to simplify your supplier relationships and increase your ancillary revenue
Anna Jimenez, Senior Manager, Strategic Partnerships at Kayak

Anna Jimenez

Senior Manager, Strategic Partnerships
Kayak

TRACK C – eCOMMERCE Optimising your eCommerce Revenue

2:40 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 Revenue

3:00 pm - 3:40 pm PANEL WITH INTERACTIVE POLLING: How can you create a compelling loyalty programme that truly increases sales?
Virginie Rouault, Director of Sales Europe at citizenM Hotels

Virginie Rouault

Director of Sales Europe
citizenM Hotels

Spencer Lee, CEO at AirAsia BIG Loyalty

Spencer Lee

CEO
AirAsia BIG Loyalty

TRACK C – eCOMMERCE Optimising your eCommerce Revenue

3:40 pm - 4:00 pm INDUSTRY CASE STUDY: A competiive-edge starts with data: The dynamic pioneering market
Tamir Roter, VP, Sales at Luminati Networks

Tamir Roter

VP, Sales
Luminati Networks

TRACK C – eCOMMERCE Optimising your eCommerce Revenue

4:00 pm - 4:20 pm INTERVIEW WITH INTERACTIVE POLLING: How to boost direct sales using data management to segment your audience and increase revenue
Zaida Salie, Director, Media Services & Partnerships at eDreams ODIGEO

Zaida Salie

Director, Media Services & Partnerships
eDreams ODIGEO

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

Group 2

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

Banu Sen Pekiner, Director, Marketing & Comms EMEA at Four Seasons Hotels

Banu Sen Pekiner

Director, Marketing & Comms EMEA
Four Seasons Hotels

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

Gilles Delattre, VP Digital Transformation at LuxairGroup

Gilles Delattre

VP Digital Transformation
LuxairGroup

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

Nick Cooper, Head of Market, UK at HolidayPirates Group

Nick Cooper

Head of Market, UK
HolidayPirates Group

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?

Santiago Garcia Solimei, Director, Global Social Media at Meliá

Santiago Garcia Solimei

Director, Global Social Media
Meliá

5:00 pm - 5:20 pm CASE STUDY: How can you better use mobile apps to engage your customers at all times and boost sales?

Simon Llanos, Marketing Director Europe at Klook

Simon Llanos

Marketing Director Europe
Klook

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

Joe Pettigrew, Senior Vice President, Commercial Strategy at YOTEL

Joe Pettigrew

Senior Vice President, Commercial Strategy
YOTEL

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

Gary Wallace, Head of Commercial Products at Gatwick Airport

Gary Wallace

Head of Commercial Products
Gatwick Airport

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

Dr. Paul Marsden, Positive Psychologist at University of the Arts London

Dr. Paul Marsden

Positive Psychologist
University of the Arts London

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!