Digital Travel Europe 2024
November 21 - 22, 2024
Hilton London Syon Park
Day 1 | 16th November
8:00 am - 8:35 am
Registration and Breakfast
8:40 am - 8:45 am
Welcome Remarks: Joshua Lloyd-Braiden, Editorial Director, Digital Travel
8:45 am - 9:05 am
Chairperson’s Opening Remarks
Simon Moore Dr -
Chartered Psychologist and Managing Director,
Innovationbubble
Making Travel Boom
9:00 am - 9:20 am
OPENING KEYNOTE FIRESIDE CHAT: Building a lasting legacy: How we positioned our brand to meet the evolving needs of travellers and secure repeat business
Dimitris Manikis -
President EMEA,
Wyndham Hotels & Resorts
Simon Moore Dr -
Chartered Psychologist and Managing Director,
Innovationbubble
9:20 am - 10:10 am
PANEL DISCUSSION: Getting to know you: How can you seamlessly personalise products, content, and experiences to delight travellers and increase revenue?
Julien Duclos -
Director Digital Strategy,
Kempinski Hotels
Tim van den Burgh -
Managing Director, Sun & Beach Holidays,
Sunweb Group
Andrea Mackay -
Head of Content & Localization,
Radisson Hotel Group
Matthias Naumann -
CEO,
Companjon
Simon Moore Dr -
Chartered Psychologist and Managing Director,
Innovationbubble
· How can you utilise new capabilities, from data to machine learning, to limit randomness and create personal, localised and seamless experiences?
· How can you refine your segmentation to create individual content, products and messaging rather than just group segments?
· How can travel businesses make a short-term impact using personalisation to drive higher conversation rates and higher retention?
Following our panel, we will ask you to break out into groups on your tables to share your responses to key questions posed by the panel – be ready to share!
10:10 am - 10:30 am
CASE STUDY: Venturing out on the sustainability journey: How to implement and sell sustainable offers across various customer touchpoints
Franziska Badawi -
Head of Market Steering & Performance Management,
Lufthansa
- Bringing climate responsibility to life: Get a brief introduction into sustainability in the airline industry.
- Looking back at 2 years of selling sustainable aviation fuel (SAF), what are opportunities and challenges that the Lufthansa Group Airlines faced?
- What are the key learnings of implementing Green Fares on our .coms in Northern Europe and what does Lufthansa Group do in order to increase the take rate further?
10:30 am - 10:40 am
Networking Bingo
Throw yourself into our popular networking session to meet as many people in the room as you can in 10 minutes. Grab a bingo card and a pen, search out the numbers you need, and the winners get to decide on a donation to a charity of their choice courtesy of WBR.
10:40 am - 11:10 am
Networking Break
Track A - Building Meaningful Customer Connections
11:10 am - 11:50 am EXECUTIVE FIRESIDE CHAT INTERACTIVE : Sharing our CX success story: How we leveraged the voice of the customer to improve our in-stay experience and unlock new revenue streams Joao M. Rocco - SVP Global Customer Experience & Insights, Accor Simon Moore Dr - Chartered Psychologist and Managing Director, Innovationbubble
Track A - Building Meaningful Customer Connections
11:50 am - 12:50 pm PANEL INTERACTIVE: How can you use story-telling and personalisation to create a bulletproof brand that generates long-lasting loyalty? Ruchika Kalra - Brand Director, Lastminute.com Group Stefano Pinzani - Consumer Marketing Director, Costa Crociere Pradip Lal - Senior Product Marketing Manager, Cloudinary
Track B -Technology Evaluation & Benchmarking Roundtables
11:10 am - 11:30 am FIRESIDE CHAT: How should travel businesses evaluate their technology needs and select future partners? Rufino Pérez - Chief Operations Officer & Global Transformation Leader, NH Hotel Group (part of Minor Hotels) Jerry Angrave - Customer & Passenger Experience Director, Empathyce Customer Experience Consultancy
Track B -Technology Evaluation & Benchmarking Roundtables
11:30 am - 11:45 am TECHNOLOGY DATA BLITZ: How to cut through noise, navigate the maze of tools, and effectively source the right solution that moves the needle for your business Toby Morris - Senior Business Development Director – Travel, Epsilon Mridula Saini - Chief Revenue Officer, IKASI Ben Ó Mathúin - Chief Revenue Officer, SegmentStreamJoin us as technology leaders representing key industry technologies are challenged to explain clearly and succinctly in 5 minutes what you need to know about them – from their core functions to their real-world applications and value.
Track B -Technology Evaluation & Benchmarking Roundtables
11:45 am - 1:10 pm MARTECH EVALUATION & BENCHMARKING ROUNDTABLES: A meeting of minds between travel leaders and technologists Toby Morris - Senior Business Development Director – Travel, Epsilon Mridula Saini - Chief Revenue Officer, IKASI Ben Ó Mathúin - Chief Revenue Officer, SegmentStreamMeet 3 top marketing technologies, each solving a different industry challenge, to establish who best meets your urgent business needs. Team up with peers from other airlines, hotels, OTAs, rail companies, tour operators, airports and more to dig deep into 3 key challenges with 3 different solutions.
Spend 25 minutes at each roundtable - when 25 minutes are up, we will ask everyone to rotate to the next table.
TABLE 1: How to futureproof your customer retention strategy using your best asset – data – Epsilon
TABLE 2: How to fix your marketing attribution to get the bang for your marketing buck – SegmentStream
TABLE 3: How to unlock hyper-personal, AI-driven marketing capabilities – IKASI
12:50 pm - 1:10 pm
CASE STUDY: How Sunweb leverages data and automation to unlock new revenue generation possibilities
Tim van den Burgh -
Managing Director, Sun & Beach Holidays,
Sunweb Group
- How can you use the intelligence at your disposal to enable AI-driven marketing that will drive more growth?
- How can automation deliver better pricing so you can secure customers faster than ever?
- How is Sunweb using value-mapping to create a smarter, leaner organisation that maximises efficiencies and profitability?
Following Tim's case study, we will ask you to break out into groups on your tables to share your responses to key questions posed by the session – be ready to share!
1:10 pm - 2:10 pm
Networking Lunch
TRACK A – Mastering New Channels & New Opportunities
2:10 pm - 2:15 pm Track Chair’s Opening Remarks Beth Murrell - Director, Digital Field Marketing – UK, Ireland, and the Nordics, Marriott
TRACK A – Mastering New Channels & New Opportunities
2:15 pm - 2:35 pm CASE STUDY: How Finnair reimagined their product offerings to deliver growth in a changed world Valtteri Helve - Head of Product Offering, Finnair- How has Finnair navigated global events impacting their product offerings to remain resilient in the face of global disruption?
- How can you approach rapid product re-design to adjust to changing events with agility?
TRACK A – Mastering New Channels & New Opportunities
2:35 pm - 2:55 pm INNOVATION SPOTLIGHT: How to create cookieless ad campaigns that really fly Andrew Howe - VP of Operations UK, RTB House Scott Friesen - Partner Manager, Privacy Sandbox Partnerships, Google ChromeThe imminent end of third-party cookies is a positive change for web users, but presents a challenge for travel companies wanting to reach trip-makers with the best offers. As a core part of the working group contributing to the solutions that will replace cookies, RTB House has embraced this new future. Find out how you can continue to show personalised ads without cookies, and how these new technologies will help maintain efficiency. You can also discover why being an early-bird adopter of cookielesss solutions will give you a competitive advantage over those who leave it to the last minute
TRACK A – Mastering New Channels & New Opportunities
2:55 pm - 3:15 pm CASE STUDY: How can you maximise marketing spend efficiency to achieve targeted growth and higher profitability? Hugo Palmer - Senior Manager, Data Marketing Team, BlaBlaCar- How can marketing departments tackle the challenge of evaluating their campaigns without trackers as data protections legislation continues to strengthen?
- How can Marketing Mix Modelling (MMM) serve as a potent tool to make the most of marketing spend?
- Which areas can MMM make an impact and where can it not?
TRACK A – Mastering New Channels & New Opportunities
3:15 pm - 3:55 pm PANEL DISCUSSION: What are the latest digital marketing trends that can help you transform your strategy to connect, convert and retain more customers? Hervé Le Feurve - Head of Marketing UK & Ireland, Atout France Renato Matassa - Digital Sales Director, ITA Airways Beth Murrell - Director, Digital Field Marketing – UK, Ireland, and the Nordics, Marriott
Track B – Creating Cutting-Edge Digital Experiences
2:10 pm - 2:15 pm Track Chair’s Opening Remarks Jerry Angrave - Customer & Passenger Experience Director, Empathyce Customer Experience Consultancy
Jerry Angrave
Customer & Passenger Experience DirectorEmpathyce Customer Experience Consultancy
Track B – Creating Cutting-Edge Digital Experiences
2:15 pm - 2:35 pm CASE STUDY: How P&O Cruises is creating a more seamless digital experience to delight and retain customers Sarah Curtis - Digital Director, Sales, Marketing & Brand, P&O Cruises
Track B – Creating Cutting-Edge Digital Experiences
2:35 pm - 2:55 pm INNOVATION SPOTLIGHT: How can you use generative AI and location technology to create deeply engaging consumer experiences? Ken Hart - CEO & Founder, Snowdrop Solutions- How can you leverage location-enhanced enrichment technology to create compelling services?
- What role can verified locations play in creating real travel itineraries and recommendations?
- How can travel companies expand their revenue base through payment services?
Track B – Creating Cutting-Edge Digital Experiences
2:55 pm - 3:15 pm CASE STUDY: How Norwegian used experimentation to remove friction to enable more purchases and higher conversion rates Dina Doder - Director eCommerce & Digital, Norwegian
Track B – Creating Cutting-Edge Digital Experiences
3:15 pm - 3:55 pm PANEL DISCUSSION: How can you build a competitive, seamless digital experience that removes barriers to booking and delights customers? Sara de Freitas - eCommerce & Digital Experience Director, TAP Air Portugal Andrew Crowe - Chief Operating Officer, Compare Ferries Debbie Rhodes - Head of Customer Experience, Travel Counsellors Bas Lemmens - President, HotelPlanner.com Justin Albertynas - Founder & CEO, Ratepunk Jerry Angrave - Customer & Passenger Experience Director, Empathyce Customer Experience Consultancy
Jerry Angrave
Customer & Passenger Experience DirectorEmpathyce Customer Experience Consultancy
Track C – Interactive Workshops
2:10 pm - 3:10 pm VIP Workshop: How to know and understand your customer through their whole lifecycle to provide an industry-leading CX Mike Ferguson - GM VP EMEA, Redpoint Global- Identify how a CDP plays a role in the enablement of your brand's ability to personalise entire travel journeys, from research and discovery to booking and beyond
- Engage in a demo showing the capabilities your organisation can execute when the availability of accurate data is accessible to your teams
Please note that this workshop is invite-only – you must be registered for the workshop in order to attend. Please contact us to request further information.
