Digital Travel Connect Europe 2024
May 23 - 24, 2024
Sopwell House, St Albans, UK
Day 1 – May 11th 2023
8:15 am - 8:50 am
Registration and networking
8:50 am - 9:00 am
Welcome address & attendee orientation
9:00 am - 9:10 am
Chair’s Opening Remarks
Stephan Keschelis -
General Manager, Spain,
Travelzoo
Reconnect with customers
9:10 am - 9:30 am
Opening Keynote: How we rebuilt a brand, reconnected with lost customers and attracted new ones to achieve growth following industry disruption
Jo Migom -
Chief Digital Officer (UK & EU) & General Manager EU,
Thomas Cook
- How to leverage clear, consistent messaging to customers to instil confidence and bolster trust in your brand
- How can you Insulate your CX processes from potential disruption as you transform to retain customer trust?
- What you do to capture lost customers and prove the value of returning to the fold?
9:30 am - 10:10 am
Keynote panel: How can you keep up with rapidly changing customer preferences to better attract, engage and retain customers across all channels?
José Luis Aranda Riera -
Global Head of Digital Marketing,
Melia Hotels
Charles Dodd -
Director, European Digital Marketing,
Enterprise Rent-A-Car
Toby Morris -
Senior Business Development Director – Travel,
Epsilon
Beth Murrell -
Director, Digital Field Marketing – UK, Ireland, & the Nordics,
Marriott
- How to combine insights from your 1st party data with data from external touchpoints to build a 360° view of the customer’s preferred journey
- How can you tackle pain points for your customers and your teams to build a polished customer experience on the front end and back end?
- How do you adapt to the changing needs of customers across multiple geographies and demographics to boost conversion rates?
10:10 am - 10:30 am
Client Case study: How to provide the personal touch at scale to encourage bookings and create long-term loyalty
Mike Ferguson -
GM VP EMEA,
Redpoint Global
- How should you utilize data in real time to provide a personal user experience for each customer that engages with you, driving further and faster conversion rates?
- How do you focus personalisation efforts on your loyal customers to foster competitive brand loyalty and maximise repeat business?
- How can you create high quality content in sufficient volumes to prepare for personalisation at scale?
10:30 am - 10:50 am
C-Suite Fireside Chat: How EasyJet is transforming to meet the needs of tomorrow's customers
Stuart Birrell -
Chief Data & Information Officer,
easyJet
Stephan Keschelis -
General Manager, Spain,
Travelzoo
10:50 am - 11:00 am
Networking bingo
11:00 am - 11:05 am
5-minute transition
11:05 am - 11:35 am
1-2-1 Private business meetings for you to benchmark solution providers
11:05 am - 11:35 am
Networking break
11:35 am - 11:40 am
5-minute transition
11:40 am - 12:10 pm
1-2-1 Private business meetings for you to benchmark solution providers
11:40 am - 12:10 pm
Think tank: How to best integrate AI and automation to elevate your CX
- How can you strategically deploy AI to sooth pain points and speed up the customer journey?
- How can RPA ease friction for your resource-strained teams as well as customers?
12:10 pm - 12:15 pm
5-minute transition
Build agility and resilience
12:15 pm - 12:35 pm
Case Study: How can you leverage an organic marketing strategy to unlock consistent, long-term growth?
Anuradha De -
eCommerce Product Lead,
Whitbread
· Explore how Whitbread is focusing on organic marketing to deliver on their marketing targets by connecting with new customers
· Discover how to balance your paid and organic marketing efforts to achieve higher quality results in the long term
12:35 pm - 12:40 pm
5-minute transition
12:40 pm - 1:10 pm
1-2-1 Private business meetings for you to benchmark solution providers
12:40 pm - 1:10 pm
Networking break
1:10 pm - 2:10 pm
Networking Lunch
Leverage data for stellar CX
2:10 pm - 2:50 pm
Keynote panel: How can you revamp both onsite and digital experiences to meet new customer expectations and maximize retention?
Adrian Bingham -
Head of Customer Contact & Data and Integration,
Jurys Inn
Frank Rejwan -
Vice President Technology, CEO Traveldoo,
Expedia Group
Janneke Messiaen -
VP B2B Digital & Commercial Services,
NH Hotels
Arturs Garais -
Web3 Project Lead,
Air Baltic
Stephan Keschelis -
General Manager, Spain,
Travelzoo
- How should you structure your processes and operations to match the customer experience that is expected in today’s retail market?
- How can you deploy voice of the customer to inform your decision-making in real-time to adjust customer journey with speed?
- How can you ensure on-site operations and digital experience design are in sync to create a seamless customer journey from end to end?
2:50 pm - 2:55 pm
5-minute transition
2:55 pm - 3:25 pm
1-2-1 Private business meetings for you to benchmark solution providers
2:55 pm - 3:25 pm
Networking break
3:25 pm - 3:30 pm
5-minute transition
Refocus on innovation
3:30 pm - 3:50 pm
Inspirational out of industry talk: The 4 R's of customer communication and the psychology of customer relationships
Simon Moore Dr -
CEO & Chartered Psychologist,
Innovationbubble
- Understanding the non-conscious needs of your consumers to augment your offering, and get better retention and onboarding
- How you can use your website to emotionally engage consumers, and built long-term trust and loyalty
- Inviting your audience to collaborate with you through your site, rather than pushing the quick sell
- Understanding how the psychology of your customers to improve your online communications and B-2-C relationship
3:50 pm - 3:55 pm
5-minute transition
3:55 pm - 4:25 pm
1-2-1 Private business meetings for you to benchmark solution providers
3:55 pm - 4:25 pm
Networking break
4:25 pm - 4:30 pm
5-minute transition
4:30 pm - 5:10 pm
Interactive panel with polling: How can you adapt your people, processes and technology to fuel innovation and secure ROI from your digital transformation?
Deepika Gupta -
Chief Technology Officer,
Sunweb
Paul Curtis -
Technical Director,
easyJet Holidays
Michaela Hermans -
Head of Digital Transformation & Innovation,
Wizz Air
Sinead Finn -
Founder,
affinity
- How can you prepare your organisation for accelerated digitalisation and new technologies so you’re ready to convert window shoppers into customers faster than ever?
- What can you do to speed up decision-making within large teams and large, legacy organisations to prevent falling behind your digitally native competition?
- How can your legacy systems and mindsets be upgraded to meet your digitally native competition head on and grow market share?
5:10 pm - 5:40 pm
Innovation roundtables
Elias Mandroukas -
Deputy Chief Commercial Officer, Digital & Loyalty,
Aegean Airlines
Kriti Budhia -
Senior Director of E-Commerce for United Kingdom, Ireland, Benelux, Nordics,
Accor
Simon Moore Dr -
CEO & Chartered Psychologist,
Innovationbubble
James Clarke -
General Manager, UK,
Travelzoo
1. Personalisation and it’s many (many) uses – What do you mean by ‘personalisation’ and how can you use it to deliver meaningful ROI from your marketing?
2. Commercialising Data - How can you leverage data to drive engagement and boost commercial performance? - Elias Mandroukas, Deputy Chief Commercial Officer, Digital & Loyalty, Aegean Airlines
3. How to refine your metasearch strategy to drive direct sales – How can you best leverage metasearch engines to meet your direct sale targets? - Kriti Budhia, Senior Director of E-Commerce for United Kingdom, Ireland, Benelux, Nordics, Accor
4. Behavioural Trends – understanding the non-conscious needs of your customers to ensure you have the best products and pricing – Dr Simon Moore, CEO, Innovationbubble
5. Building Community and Trust - How to build community and trust with your customers in an ever-changing and highly competitive marketplace - James Clarke, General Manager UK & Ireland, Travelzoo
Kriti Budhia
Senior Director of E-Commerce for United Kingdom, Ireland, Benelux, NordicsAccor
6:00 pm - 6:05 pm
Chairperson’s closing remarks
Stephan Keschelis -
General Manager, Spain,
Travelzoo
6:05 pm - 7:05 pm
Digital Travel Connect Royal Banquet - Networking Reception
You are cordially invited to our Royal Banquet in celebration of the coronation of His Majesty King Charles III.
Networking Dinner & Drinks
Live Music