Digital Travel Europe 2017

June 27-June 28, 2017

The Tower Hotel, London

Contact Us: 44 (0) 207 368 9332

Day 1

08:00 AM - 08:40 AM Registration and Morning Refreshments

08:40 AM - 08:50 AM Welcome from the Conference Director – Susie Benaim, Director, Digital Travel Summit

08:50 AM - 09:00 AM Opening Remarks from the Chairperson

Chris Micklethwaite, former CIO, TUI Group, CEO, 3PointsDigital, 3PointsDigital

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Chris Micklethwaite

former CIO, TUI Group, CEO, 3PointsDigital
3PointsDigital

Evolution of The European Online Travel Market

09:00 AM - 09:20 AM KEYNOTE INTERVIEW: Next generation customer experience – how to meet the needs of your customers in 2020

David Doyle, Director, Personalised Customer Experience, Lufthansa
  • What needs to be done to successfully bridge the gap between marketing, sales and customer service?
  • Where are the innovations and success in smarter CRM systems powered by AI and how can they be leveraged by the travel industry?
  • What level of personalisation is really needed for conversion and loyalty through omni-channel activity?
  • Who are the winners and losers in the fight to achieve the best CX in travel?

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David Doyle

Director, Personalised Customer Experience
Lufthansa

09:20 AM - 09:40 AM INTERVIEW: Discover how faster performance and better security helped TUI Travel to drive both greater conversions across web and mobile while also protecting against malicious traffic and Bots

Andrew Bartlam, VP, EMEA, Instart Logic Vihang Shah, Group Enterprise Architect , TUI Group
  • How are changing populations impacting global travel systems and changing who that customer of the future is?

  • How are travel suppliers developing engagement channels and products that cater for an ageing society?

  • Evaluating how the consumer landscape has evolved regarding work-life dynamics, peer economies, eco-ethical concerns and product bundling

  • Assessing parallel shifts in the European technology landscape; connectivity, AI, remote control and consumer devices

  • How have recent travel trends impacted traveller behaviour and how will this impact their future travel choices?


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Andrew Bartlam

VP, EMEA
Instart Logic
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Vihang Shah

Group Enterprise Architect
TUI Group
  • What is the true value of digital for your business and how can you build a successful digital strategy in line with this?
  • Dissecting what a CDO needs to look like and offer to transform the travel company successfully
  • How does digital complement offline activities when developing that complete customer journey?
  • What are the practical benefits that can be seen through the introduction of senior digital positions into legacy organisations?

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Pernilla Edelsvard

Head of Digital
SAS
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Gurmej Bahia

Senior Director, Digital eCommerce & Acquisition
Hilton
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Jon Lord

Commercial Director, UK
Criteo
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Chris Micklethwaite

former CIO, TUI Group, CEO, 3PointsDigital
3PointsDigital
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Alan Coates

Head, Planning and Delivery
RyanAir

10:20 AM - 11:00 AM Morning Break and Refreshments



11:00 AM - 11:40 AM TECHNOLOGY SHOWDOWN: What new technologies will disrupt and revolutionise the online travel industry in 2018- are they adding any value?

Richard Singer, CEO, Travelzoo Nick Holroyd-Doveton, Product & Delivery Director, Omnifi Thomas Hoger, Co-Owner, 3Spin , , , ,
  • What challenge are these technologies addressing?

  • Who are implementing these technologies and what value are they adding to the customer and the business?

  • How do these technologies work in practice- examples to be given

  • What is the data demonstrating the longevity of these products in the online travel market?

Technologies to be evaluated:

1)Thomas Hoger, CEO, 3Spin

2)Tania Peitzker, Director, Velmai

3)Bruno Santiago, CEO & Founder , Biz Airlines

(3 technologies will be showcased by 3 experts through a quick fire 6 minute presentation. The technologies will each be assessed by an expert panel and will be carefully evaluated and put to a vote by the panel and audience on which product will have the biggest impact on the industry going forward. A fun and interactive way of understanding how some of the most talked about technology trends will be impacting you and your business.)


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Richard Singer

CEO
Travelzoo
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Thomas Hoger

Co-Owner
3Spin
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Nick Holroyd-Doveton

Product & Delivery Director
Omnifi

11:40 AM - 12:00 PM INTERVIEW: How to drive ancillary product innovation and provide the ultimate customer experience

Bob Dufour , CEO , Fusion , ,
  • Learn about the revenue opportunities of optimizing your conversion funnel

  • Understand the impact of big data in delivering relevant offers to your customer

  • Uncover the science behind propensity modeling and scoring


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Bob Dufour

CEO
Fusion

12:00 PM - 12:20 PM Growth-hacking for customer centricity: How an actionable single customer view can move airlines from big data to the right data

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  • How you can move towards creating customer journeys across every channel and touchpoint in real-time

  • The first transferable steps towards customer-centricity at scale, using advanced data management technology

  • How to make innovation more meaningful


12:20 PM - 12:50 PM GUEST KEYNOTE: The science of knowing what economists are wrong about

Rory Sutherland, Vice-Chairman, Ogilvy & Mather Group UK
Every decision we make involves a work of fiction: the stories we tell ourselves about our decisions bear very little relation to the way we really decide
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Rory Sutherland

Vice-Chairman
Ogilvy & Mather Group UK

Lunch

12:50 PM - 1:50 PM Lunch

Private Masterclass

12:50 PM - 1:50 PM Using data to create a seamless travel marketing strategy

Spencer Davies, Senior Sales Director, EMEA, Sojern
  • Today's traveller is more connected than ever before, as they discover, search, and book travel on dozens of sites across multiple devices. The traveller path to purchase becomes even more complex as they move through apps, social media, comparison sites and supplier direct sites.
  • Travel marketers face the challenge of how best to engage with in-market travellers and provide a seamless message across different mediums and through multiple touch points.
  • Spencer explains how a holistic data set is the keyto tying this altogether in order to

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Spencer Davies

Senior Sales Director, EMEA
Sojern

Private lunch & Workshop

12:50 PM - 1:50 PM Emerging markets & strategic localisation opportunities

Niklas Schlappkohl, Senior Director, Travel Solutions, Translations.com
(Invitation only)
In today’s technology-driven age, customers expect digital communication to be tailored for them at every stage of their journey. Travel operators are stepping up their game when it comes to reaching and adapting to new and emerging markets that behave very differently than the traditional ones. Niklas will be covering strategic localization opportunities for these markets.
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Niklas Schlappkohl

Senior Director, Travel Solutions
Translations.com

1:50 PM - 2:25 PM PANEL DISCUSSION: What is the future of customer acquisition for the travel industry and how will this impact digital distribution for 2020?

James Lee, Senior Digital Marketing Manager, P&O Cruises Velit Dundar, Director, Digital Acquisition, Carlson Rezidor Hotel Group Mario Ciabarra, CEO, Quantum Metric
  • What are customers now looking to see when browsing and purchasing products online?
  • How does curation now play into customer acquisition and how does this work commercially?
  • What are the engagement methods that are working well for other industries?
  • How is data being managed in these newer approaches?

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James Lee

Senior Digital Marketing Manager
P&O Cruises
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Velit Dundar

Director, Digital Acquisition
Carlson Rezidor Hotel Group
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Mario Ciabarra

CEO
Quantum Metric

1:50 PM - 2:25 PM CASE STUDY REVOLUTION: What does a successful user-focused website look like and how can you build this through agile methodology?

Alan Coates, Head, Planning and Delivery, RyanAir

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    Alan Coates

    Head, Planning and Delivery
    RyanAir

    1:50 PM - 2:25 PM OXFORD STYLE DEBATE: In-house technology development is the most effective and cost-effective strategy for your digital business – for and against

    Richard Rosenburg , Senior Director, Technology , Hotels.com Stephan Keschelis, VP, eCommerce & Digital Transformation , NH Hotels Chris Micklethwaite, former CIO, TUI Group, CEO, 3PointsDigital, 3PointsDigital
    • For- it allows for more control and ownership of platforms that are needing constant updating and adjustment
    • For- working with as few providers as possible ensures more time to develop and optimise internal technology suite and time for innovation
    • Against- for cost sensitive suppliers, outsourcing is most cost effective given the maturity of many of the platforms/products available
    • Against- website development/maintenance that is not part of the core capability of the organisation will be huge burden on IT staff to get it right and maintain

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    Richard Rosenburg

    Senior Director, Technology
    Hotels.com
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    Stephan Keschelis

    VP, eCommerce & Digital Transformation
    NH Hotels
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    Chris Micklethwaite

    former CIO, TUI Group, CEO, 3PointsDigital
    3PointsDigital

    1:50 PM - 2:25 PM SYNERGY WORKSHOP: How to successfully integrate digital innovation into your organisation- where to start?

    Luca Graf, Head, Online Sales Products & Services, Head of Online Sales, SWISS , Lufthansa Group Hub Airlines
    • Identifying what digital can bring to your business and what you want to achieve from digitisation
    • Where to start when building a digital strategy that will succeed
    • Assessing what technologies and platforms you need to create a technology suite to enable digitisation
    • Practical examples of digital growth plans that have succeeded and failed

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    Luca Graf

    Head, Online Sales Products & Services, Head of Online Sales, SWISS
    Lufthansa Group Hub Airlines

    1:50 PM - 2:25 PM CREATIVE BOARDROOM: Driving agility in your digital business to adapt to changes in market challenges - what does it take? (Specific for Team Leaders)

    , , Oliver Ahad, Head of BA.com & Mobile Channel, British Airways
    • How do other departments need to evolve and work together to ensure digital requirements and innovations are met?
    • Where do vendors come into play?
    • How to manage costs pressures when costs are increasingly scrutinised
    • How to design organisation procedures that work cross team and region

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    Oliver Ahad

    Head of BA.com & Mobile Channel
    British Airways

    2:25 PM - 2:40 PM How Virgin Holidays leverages user-generated content to fuel the travel booking cycle

    Andy Mallinson, Managing Director, EMEA, Stackla Stuart Chapman, Social Media Lead, Virgin Holidays

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    Andy Mallinson

    Managing Director, EMEA
    Stackla
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    Stuart Chapman

    Social Media Lead
    Virgin Holidays

    2:25 PM - 2:40 PM Continued session


    2:25 PM - 2:40 PM Continued session


    2:25 PM - 2:40 PM Continued session


    2:25 PM - 2:40 PM Continued session


    2:40 PM - 2:55 PM Applying Artificial Intelligence in your digital marketing strategy

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      2:40 PM - 2:55 PM Continued session


      2:40 PM - 2:55 PM What does successful technology automation and streamlining look like and how can this support your overall digital strategy to reflect evolving customer demands?

      Laurent Bellan, Chief Information Officer, Eurostar
      • What processes need to be reviewed both offline and online?

      • How to streamline and optimise legacy systems when they have been worked with so much in the past?

      • How to build an architecture that allows all digital channels to talk properly to each other

      • Where does data integration play into this process and how is this being automated?

      • How can good web analytics and automated signals integrate into a management systems that allows for a streamlined online campaign?


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      Laurent Bellan

      Chief Information Officer
      Eurostar

      2:40 PM - 2:55 PM Continued session


      2:40 PM - 2:55 PM Continued session


      2:55 PM - 3:35 PM Afternoon Break and Refreshments

      Stream A - Optimising Customer Engagement & Acquisition

      3:35 PM - 3:55 PM Optimising customer engagement and acquisition- where are your customers now?

      Pete Kelly, VP, Europe, ADARA
      • The evolution of digital- where are we and what are the challenges with finding the user and where are they in the travel lifecycle?

      • What data can Adara pull through their ecosystem- what are the complexities here and what channels influence the customer, and what’s that booking path

      • How to best engage with them

      • How to better understand and identify them

      • Holiday season data – when do customer start booking and what does that window of opportunity look like?


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      Pete Kelly

      VP, Europe
      ADARA

      Stream B - Innovations in Design, User Experience, and Usability

      3:35 PM - 3:55 PM PANEL DISCUSSION: What does it take to create a seamless and interactive online experience that caters for real-time customer demands and drives conversion and purchase?

      , , David Doyle, Director, Personalised Customer Experience, Lufthansa Luca Pronzati, Chief Business Innovation Officer, MSC Cruises , , , ,
      • What do customers look for when they are interacting online- how has this changed?

      • What are the UX pitfalls that drive customers away and how best to overcome

      • Given the various online channels now in play, how are customer engaging, and what does it take to cover through these channels

      • What does a good UX look like now, and what has worked for and how has this improved revenue?


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      David Doyle

      Director, Personalised Customer Experience
      Lufthansa
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      Luca Pronzati

      Chief Business Innovation Officer
      MSC Cruises

      Stream C - Scaling Your Digital Technology Business

      3:35 PM - 3:55 PM INTERVIEW: Curating and managing a multi-channel marketing campaign that drives direct bookings- what is the key to success?

      Mike Hoyles, Director, Global eCommerce, Marketing, Four Seasons Raul Alvarez, Director, Digital Product & Omnichannel User Experience, The Rezidor Hotel Group
      • How to identify what motivates your customer segment and discover customer passion points

      • How can interactive technology create urgency and customer engagement?

      • How does relevance play into engagement and how can consistency of messaging be ensured cross devices?

      • What does a successful multi-channel marketing campaign look like and why?

      • Where do successful translation come into it?


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      Mike Hoyles

      Director, Global eCommerce, Marketing
      Four Seasons
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      Raul Alvarez

      Director, Digital Product & Omnichannel User Experience
      The Rezidor Hotel Group

      Stream D - Digital 101- Transforming your Business

      3:35 PM - 3:55 PM DIGITAL TRAVEL THINK TANK: Taking your digital strategy to the next level

      Richard Singer, CEO, Travelzoo Otto Rosenberger, CMO, Hostelworld
      Our exclusive, invitation only CDO Forum is exclusive to CDOs and Digital Directors from the leading travel suppliers. This invitation-only session is limited to 25 guests, and provides an intimate, Chatham House session delving into the more strategic and forward thinking aspects of digitising your organisation. Topics for discussion are confirmed one week before the event to remain topical.
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      Richard Singer

      CEO
      Travelzoo
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      Otto Rosenberger

      CMO
      Hostelworld

      Stream A - Optimising Customer Engagement & Acquisition

      3:55 PM - 4:10 PM OXFORD STYLE DEBATE: Meta-search is only valuable for lead generation and is not a key brand development and distribution tool– for and against

      Mario Ciabarra, CEO, Quantum Metric Lars Sande, SVP, Sales & Distribution, Norwegian Air Shuttle Bruno Estevão, Senior Manager, Digital Development , TAP Portugal
      • For- meta-search simply provide traffic and do not play any role in the customer journey or have any influence
      • For- meta-search is too costly a tool to be used as anything more the lead generation at present
      • Against- with more meta providing booking and payments functions they are now a viable distribution channel
      • Against- more customers know the meta brand and have loyalty to the meta company compared to the supplier

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      Lars Sande

      SVP, Sales & Distribution
      Norwegian Air Shuttle
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      Bruno Estevão

      Senior Manager, Digital Development
      TAP Portugal
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      Mario Ciabarra

      CEO
      Quantum Metric

      Stream B - Innovations in Design, User Experience, and Usability

      3:55 PM - 4:10 PM Session continues

      Stream C - Scaling Your Digital Technology Business

      3:55 PM - 4:10 PM Session continues

      Stream D - Digital 101- Transforming your Business

      3:55 PM - 4:10 PM Session continues

      Stream A - Optimising Customer Engagement & Acquisition

      4:10 PM - 4:30 PM Session continues

      Stream B - Innovations in Design, User Experience, and Usability

      4:10 PM - 4:30 PM The journey towards personalisation at scale

      Daniel Bensley, Travel Lead, Qubit , ,

      Join us as we unveil our latest groundbreaking research into the most, and least, effective optimisation and personalisation techniques, finally answering the questions of what works and what doesn’t in ecommerce!

      The study will be the first of its kind and will help you understand where to invest your time and resources to most effectively impact your bottom line. We’ll also be sharing a range of examples from Qubit clients, showing how data-driven digital experiences are giving businesses a competitive advantage.


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      Daniel Bensley

      Travel Lead
      Qubit

      Stream C - Scaling Your Digital Technology Business

      4:10 PM - 4:30 PM FIRE SIDE CHAT: Cross-channel and cross-device attribution - how to develop a model that allows for effective analysis of performance to help justify future technology investments

      Chris Micklethwaite, former CIO, TUI Group, CEO, 3PointsDigital, 3PointsDigital Víctor Oliver, Director, Global Campaigns and Programmatic Marketing , Melia Hotels International
      • How to identify when last click is applicable and when not
      • What is working for other companies regarding data on conversion rate at each device and on each channel?
      • What attribution models account for offline and online activity?

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      Víctor Oliver

      Director, Global Campaigns and Programmatic Marketing
      Melia Hotels International
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      Chris Micklethwaite

      former CIO, TUI Group, CEO, 3PointsDigital
      3PointsDigital

      Stream D - Digital 101- Transforming your Business

      4:10 PM - 4:30 PM Session Continued

      Stream A - Optimising Customer Engagement & Acquisition

      4:30 PM - 4:50 PM Striking the right balance between meta-search and OTA: What are the factors to consider for the ideal future partnership?

      Stephan Keschelis, VP, eCommerce & Digital Transformation , NH Hotels
      • To be or not to be? In which metasearch engines should you participate? -Metasearch Attribution Models
      • Key Success Factors for you metasearch strategy
      • Connectivity, Competitiveness, Content, Conversion, Bidding Logic
      • Metasearch and “Instant Booking” Evolution

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      Stephan Keschelis

      VP, eCommerce & Digital Transformation
      NH Hotels

      Stream B - Innovations in Design, User Experience, and Usability

      4:30 PM - 4:50 PM DEEP DIVE CASE STUDY: How to best tackle mobile optimisation to drive conversion and user experience

      Guillaume Bazin, VP, Digital Mobile & E-Commerce, AccorHotels
      • What are the most effective ways to drive conversion through mobile?

      • What are the challenges in mobile navigation and how can this be improved?

      • Practical examples of content that works best for conversion on web vs mobile

      • How can mobile play into boosting intent to recommend?

      • What are the payment options that provide quicker and safer check out options on mobile and do they really improve conversion?


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      Guillaume Bazin

      VP, Digital Mobile & E-Commerce
      AccorHotels

      Stream C - Scaling Your Digital Technology Business

      4:30 PM - 4:50 PM How challenger brands can deliver direct website bookings to help the business grow

      Bernice Chan, Senior Manager, Digital Marketing , Yotel
      • How smaller brands who usually have limited resources can identify and exploit their assets

      • Importance of getting the website UX right.

      • Competing with content

      • Which channels build awareness and which convert?


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      Bernice Chan

      Senior Manager, Digital Marketing
      Yotel

      Stream D - Digital 101- Transforming your Business

      4:30 PM - 4:50 PM Session continued

      Stream A - Optimising Customer Engagement & Acquisition

      4:50 PM - 5:25 PM PANEL DISCUSSION: Programmatic marketing - how to get in right and target the most relevant customers to ensure the direct booking?

      Alessandra Di Lorenzo, Chief Commercial Officer - Media & Partnerships, Lastminute.com Velit Dundar, Director, Digital Acquisition, Carlson Rezidor Hotel Group Víctor Oliver, Director, Global Campaigns and Programmatic Marketing , Melia Hotels International
      • How can programmatic advertising work across the various online channels and how can they all be connected?
      • What are the key metrics that need to be assessed to measure performance?
      • What are the attribution models that are currently working and how can they be implemented?
      • Who are the vendors that are performing in the travel space and are they really cost effective?
      • How can you be agile with third party data and ensure you are picking up demand?

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      Alessandra Di Lorenzo

      Chief Commercial Officer - Media & Partnerships
      Lastminute.com
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      Velit Dundar

      Director, Digital Acquisition
      Carlson Rezidor Hotel Group
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      Víctor Oliver

      Director, Global Campaigns and Programmatic Marketing
      Melia Hotels International

      Stream B - Innovations in Design, User Experience, and Usability

      4:50 PM - 5:25 PM Session Continued

      Stream C - Scaling Your Digital Technology Business

      4:50 PM - 5:25 PM How to leverage social media to really drive revenue

      Virginia Salas Kastilio , Founder , KubGinicanbreathe Consulting
      • What are the new social networks and channels that travel need/should be looking at

      • How can your business remain agile and adapt to this ever changing landscape?

      • Practical examples are actually reaching the right audience

      • Top tips to do this properly and what are the pitfalls that many companies fall into?


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      Virginia Salas Kastilio

      Founder
      KubGinicanbreathe Consulting

      Stream D - Digital 101- Transforming your Business

      4:50 PM - 5:25 PM Session Continued

      5:25 PM - 5:35 PM All Stream Chairperson’s Closing Remarks

      5:35 PM - 11:59 PM End of Conference Day One and Cocktail Reception