Expert Interview with Anuradha De

Anuradha De is the eCommerce Product Lead at Whitbread and as a speaker for Digital Travel EU 2022, she shared her top priorities for 2022 and new challenges following the heightened demand and surge of bookings in the first half of the year.

What are your top 3 areas of focus in 2023 and why?

The top 3 priorities include:

1. Content optimisations

2. SEO PR

3. Data and reporting.

We have been building content for campaigns and optimising but that will be a priority for next year. SEO PR (Link building) activities are another priority as we continue the journey on SEO. We are recruiting for an analyst so data and reporting will be a key priority as we build greater insights and test and learn capabilities.

Which new challenges is your company facing as a result of the heightened demand and surge of bookings in the first half of 2022?

Time to market seems to have reduced, so we've had to work in advance doing detailed planning and execution of campaigns.

What are the key post-pandemic customer behaviour trends to factor into your digital strategy?

The key behavioural change that we need to work on is local marketing and we've also noticed that customers are booking very late in general.

What does an ideal omni-channel customer-centric digital experience look like?

Consistency in customer experience for all channels. Making sure that we can anticipate what customers are looking for to remove barriers to their online booking experience.

What are you most looking forward to at Digitial Travel in November?

My session and listening to the great sessions and networking with experts.

You can hear directly from Anuradha in her sessions at Digital Travel:

Panel: How Can You Build a Customer-Centric Digital Experience Across All Touchpoints that Delights Travellers & Drives Revenue?

• Building a full-time online multi-platform presence to turn all digital touchpoints into an opportunity to sell and serve better
• Leveraging online reviews and social media content to build authenticity around your brand
• Putting your customers, employees and partners at the core of your decision-making processes
• How travel companies can partner more effectively and co-create products to drive the best end-to-end CX

Speakers:

Gerald Schloegl, Global Head of Digital Channel Solutions & Commerce, Lufthansa

Anuradha De, eCommerce Product Lead, Whitbread

Toby Morris, Senior Business Development Director – Travel, Epsilon

Andy Noyce, Senior Lead Enterpirse Account Manager, Nylas

Moderator: Adrian Swinscoe, Aspirant Punk, Punk CX

To find out more view the full agenda here.