Digital Travel EU 2020

03 - 04 November, 2020

ETC Houndsditch, London

Conference Day Two – 9th June 2020

8:30 am - 9:00 am REGISTRATION & WELCOME COFFEE

TRANSFORMING THE FUTURE OF DIGITAL TRAVEL

9:00 am - 9:20 am OPENING KEYNOTE GDS: How to adapt to the changing distribution landscape to achieve the right mix of direct and indirect sales

9:20 am - 10:20 am PANEL WITH INTERACTIVE POLLING: Mapping your customer journey - How to better collect, manage and process your data to extract customer insights and win bookings

10:20 am - 10:40 am CASE STUDY: How can you personalise your digital journey across the full travel lifecycle to offer your guests a unique experience that stands out from the competition?

10:40 am - 11:00 am INDUSTRY CASE STUDY: Multi-Dimensional Payments for OTAs

11:00 am - 11:20 am FUTURE FOCUS CASE STUDY: Adapting to consumer trends for the next 5 years - How to promote and grasp the opportunity of sustainable travel to prioritise the change in traveller priorities?

11:20 am - 12:00 pm MORNING NETWORKING BREAK

CONFERENCE TRACKS

TRACK A – CUSTOMER EXPERIENCE / Accelerating Customer Acquisition & Retention

12:00 pm - 12:40 pm PANEL WITH INTERACTIVE POLLING: How can you best respond to the impact digital distribution is having on your customer acquisition and retention strategy?
Esamatti Vuolle, Global Retailing Strategy Lead at Finnair

Esamatti Vuolle

Global Retailing Strategy Lead
Finnair

TRACK A – CUSTOMER EXPERIENCE / Accelerating Customer Acquisition & Retention

12:40 pm - 1:00 pm CASE STUDY: How to empower your workforce to offer a ‘wow’ experience during the booking and in resort to better attract and retain customers
Lucia Rubio Zornoza, Global Director, Contact Centres & Online Experience at Iberostar Group

Lucia Rubio Zornoza

Global Director, Contact Centres & Online Experience
Iberostar Group

TRACK B – DIGITAL MARKETING / Thriving in a Data Driven Landscape

12:00 pm - 12:20 pm PANEL WITH INTERACTIVE POLLING: How can you drive a data-driven marketing strategy in a privacy-first world to build a rapport with your customers?
Stefano Pinzani, Director, CRM & Loyalty at Costa Crociere

Stefano Pinzani

Director, CRM & Loyalty
Costa Crociere

TRACK B – DIGITAL MARKETING / Thriving in a Data Driven Landscape

12:20 pm - 12:40 pm INDUSTRY CASE STUDY

TRACK B – DIGITAL MARKETING / Thriving in a Data Driven Landscape

12:40 pm - 1:00 pm CASE STUDY: How to use programmatic marketing such as ML, Google Ads and Facebook Marketing to target the most relevant customers and secure the booking directly
Blessy Townes, Vice President, Head of Digital at Discovery Hospitality

Blessy Townes

Vice President, Head of Digital
Discovery Hospitality

TRACK C – eCOMMERCE / Unlocking New Revenue Streams

12:00 pm - 12:40 pm PANEL WITH INTERACTIVE POLLING: How can you partner with brands that align with yours to unlock new revenue streams?
Muireann Larré-Larrouy, Director, Global Digital Marketing at Wine Paths

Muireann Larré-Larrouy

Director, Global Digital Marketing
Wine Paths

TRACK C – eCOMMERCE / Unlocking New Revenue Streams

12:40 pm - 1:00 pm CASE STUDY: How to better set up your organisation for digital transformation to decrease time to market and drive sales
Roel Verhagen, Head of Sales & eCommerce at Eurail.com

Roel Verhagen

Head of Sales & eCommerce
Eurail.com

ROUNDTABLES

TRACK A – CUSTOMER EXPERIENCE HOW TO/ ROUNDTABLES

1:00 pm - 2:00 pm How to overcome the key challenges you face in developing your customer experience strategy for the future:
  1.   How to – overcome changes in traveller priorities Tom Hall, VP Experience, Lonely Planet
  2. How to – future proof your loyalty schemes Spencer Lee, CEO, AirAsia BIG Loyalty
  3.   How to – serve customers through personalisation Marco Ottaviani, Head of CRM & Customer Activation, MSC Cruises
  4.   How to – bring digital platforms to CX Jurik Auer, Global Project Manager Online Sales, Lufthansa Group
  5. How to – ensure customer satisfaction Paul Blackwell, Head of Customer Excellence, Avis

TRACK B – DIGITAL MARKETING HOW TO / ROUNDTABLES

1:00 pm - 2:00 pm How to overcome the key challenges you face in developing your digital marketing strategy for the future:
  1. How to – take advantage of social media trends & shifting influencer dynamics Muireann Larré-Larrouy, Director, Global Digital Marketing, Wine Paths
  2. How to – combat changes in brand trust Santiago Garcia Solimei, Global Social Media Director, Melia
  3. How to – shift to customer-first content marketing Kasia Rudnik, Director, eCommerce, The Langham London
  4. How to – use new data-driven marketing strategies Dilpreet Singh, Head of CRM & Business Analytics, The Oberoi Group
  5. How to – determine the importance of chat functions Blessy Townes, Vice President, Head of Digital, Discovery Hospitality

TRACK C - eCOMMERCE HOW TO / ROUNDTABLES

1:00 pm - 2:00 pm How to overcome the key challenges you face in developing your revenue optimisation strategy for the future:
  1. How to – make the best changes in your ancillary partnerships Sharon Huetson, Head of Ancillary Revenue, Iberia
  2. How to – roll out innovative app uses Simon Llanos, Marketing Director Europe, Klook
  3. How to – boost mobile and desktop sales conversions Esamatti Vuolle, Global Retailing Strategy Lead, Finnair
  4. How to – determine the future of blockchain Florian Pautot, Lead Blockchain Developer, Air France-KLM

2:00 pm - 3:00 pm NETWORKING LUNCH

2:00 pm - 3:00 pm MASTERCLASS

TRACK A – CUSTOMER EXPERIENCE / Transforming your end-to-end Customer Journey

3:00 pm - 3:40 pm OXFORD STYLE DEBATE: Digital is the most effective way to deliver a convenient customer experience - FOR & AGAINST FOR
Veronica Gonzalez, Global Director B2B Digital Sales at NH Hotel Group

Veronica Gonzalez

Global Director B2B Digital Sales
NH Hotel Group

TRACK A – CUSTOMER EXPERIENCE / Transforming your end-to-end Customer Journey

3:40 pm - 4:00 pm CASE STUDY: AskM automated solution - How to use AI to improve customer experience throughout the booking journey
Mark Struik, Commercial Director at Postillion Hotels

Mark Struik

Commercial Director
Postillion Hotels

TRACK B – DIGITAL MARKETING / Rethinking User Generated Content

3:00 pm - 3:40 pm PANEL WITH INTERACTIVE POLLING: How can you better personalise content across your platforms to increase online conversions and build brand loyalty?

TRACK B – DIGITAL MARKETING / Rethinking User Generated Content

3:40 pm - 4:00 pm CASE STUDY: The experience of a lifetime - How to use digital tools and user-generated content to improve customer experience and stimulate customer loyalty
Thomas Stack, Head of Customer Experience at Albatros Travel

Thomas Stack

Head of Customer Experience
Albatros Travel

TRACK C – eCOMMERCE / Optimising your Investments

3:00 pm - 3:40 pm PANEL WITH INTERACTIVE POLLING: How can you tap into customer shopping behaviour to innovate your product offering and optimise sales?
Sharon Huetson, Head of Ancillary Revenue at Iberia

Sharon Huetson

Head of Ancillary Revenue
Iberia

TRACK C – eCOMMERCE / Optimising your Investments

3:40 pm - 4:00 pm CASE STUDY CRM & Digital Marketing: How to deliver a single view of your customer to drive purchase frequency and retain customer online
Andy Letting, Head of Digital Marketing at GLH

Andy Letting

Head of Digital Marketing
GLH

SYNERGY WORKSHOPS *Limited to 30 attendees*

3:00 pm - 4:00 pm CX focus: How to create a first-class customer experience to build an emotional connection with your customer that keeps them coming back

4:00 pm - 4:00 pm END OF CONFERENCE – SEE YOU IN 2021!