Digital Travel Connect Europe 2024
May 23 - 24, 2024
Sopwell House, St Albans, UK
Main Day 2 - May 24th 2024
Registration:
8:15 am - 9:00 am
Registration & Networking
9:00 am - 9:10 am
Chair’s opening remarks
“Phygital” CX
9:10 am - 9:30 am
Opening keynote case study: How to create
Edouard Lemaire -
Director of Digital Experience & Performance,
Fairmont Hotels & Resorts
- How can you combine sleek, user-centered designs with product discovery algorithms to nudge customers closer to booking and upselling opportunities?
- How can you leverage emerging technologies at scale to grow your customer base and your business whilst reducing costs?
9:30 am - 10:10 am
Keynote panel interactive: How can you seamlessly connect physical and digital travel experiences to respond to customer demands and earn repeat bookings?
Alison Kay-Broussy -
Vp Customer Experience & Reputation,
Accor
Lucia Rubio Zornoza -
Head of Digital & Customer Experience, Europe & Americas,
Iberostar
Sara de Freitas -
eCommerce & Digital Experience Director,
TAP Air Portugal
- How can you seamlessly connect the digital and physical aspects of a customer journey to move customers quickly through browsing, booking and upselling experiences?
- How and where can you integrate self-service opportunities to increase engagement and reduce operational costs?
- How can you measure the impact of personalised CX on customer satisfaction and loyalty
Following the panel, you get the chance to join a small group of your peers to address a question put to you by the speakers. A great opportunity to collaborate and share ideas.
SPONSORSHIP OPPORTUNITY AVAILABLE
10:10 am - 10:30 am
Keynote case study: How can you cultivate human connections within your CX to earn customer trust and lock in lifetime customer loyalty?
- How can you seamlessly integrate the physical and digital experiences to create a more seamless customer experience that removes barriers to booking?
- How can you strategically embed opportunities for cross-selling and up-selling smoothly into both sides of the customer journey?
Staying ahead of customer behaviour
10:30 am - 10:50 am
Keynote case study: How to stay ahead of market trends and ensure data-driven growth
- Deep dive into Skyscanner’s latest insights and data to learn how you can catch up to and stay ahead of customer behaviours and buying patterns and stimulate more growth?
10:50 am - 10:55 am
5 Minute Transition
10:55 am - 11:25 am
1-2-1 Private business meetings for you to benchmark solution providers
10:55 am - 11:25 am
Think tank: How to uncover opportunities in your data to better predict customer behaviour and optimise performance
- Use cloud-based analytics to make impactful predictions that will drive growth
- Where are your gaps in your tech architecture that are holding you back?
- Learn how and why a custom customer data platform can deliver industry-leading customer experiences without heavy costs and wasted budget
SPONSORSHIP OPPORTUNITY AVAILABLE
11:25 am - 11:30 am
5 Minute Transition
11:30 am - 11:50 am
1-2-1 Private business meetings for you to benchmark solution providers
11:30 am - 11:50 am
Networking Break
11:50 am - 11:55 am
5 Minute Transition
Communicating value boosting conversions
11:55 am - 12:35 pm
Panel discussion: How can you better communicate the value proposition of your products to increase your messaging effectiveness, your conversion rates and your revenue?
Richard de Villa -
Marketing Director UK, Ireland & Nordics,
Club Med
Nina Wach -
Head Branding, Marketing, and Communication,
Edelweiss Air
Jose Luis Aranda -
Global Director of Digital Marketing,
Meliá Hotels
- ·How can you create the right messaging to communicate the value of your products to specific segments and personas to increase the chance of turning a browser into a booker?
- How should you transform your marketing as you reposition your brand within the marketplace so you’re pushing the right customers closer to booking with you and not wasting time on the wrong customers?
- How do you better understand customer demand to tailor your products and messaging to emerging gaps in the market and expand your market share?
- How can you align your product and marketing teams to better adjust to rapidly shifting customer expectations and keep conversion rates high?
SPONSORSHIP OPPORTUNITY AVAILABLE
Meeting customer needs
12:35 pm - 12:55 pm
Truly transformative case study: How can you build more inclusive experiences for neurodivergent customers to expand growth opportunities and become a champion for change?
Beth Murrell -
Director, Digital Field Marketing – UK, Ireland, and the Nordics,
Marriott
- How can you adapt practices and products to truly embrace and cater for the needs of every travel customer, from their digital browsing and booking experience through to their physical experience with you?
12:55 pm - 1:00 pm
5 Minute Transition
1:00 pm - 1:30 pm
1-2-1 Private business meetings for you to benchmark solution providers
1:00 pm - 1:30 pm
Networking break
1:30 pm - 2:30 pm
Networking Lunch
Travel trends to take home
2:30 pm - 3:00 pm
Fireside chat interactive: How can we leverage new data insights and digital capabilities to continue the industry’s growth momentum into 2025?
Melissa Skluzacek -
Director - Trading & Revenue Management,
easyJet
- How can we make data-driven, near-real-time decisions that balance improvements in customer experience and engagement with long-term profitability for our businesses?
- How can we use predictive models to better forecast demand and balance with offerings to ensure better commercial outcomes?
- How do we push ‘digital holdouts’ to make the leap from physical booking to digital to fill a remaining opportunity gap that will provide an additional segment of customers?
- How can we compete on price without undermining the long-term revenue from our most loyal customers so growth can continue across all channels and from all segments?
Following the fireside chat, you get the chance to join a small group of your peers to address a question put to you by the speakers. A great opportunity to collaborate and share ideas.
Participate in the final discussions with your peers. This is your last chance to meet new faces, catch up with old friends, and find that last golden nugget that could be critical for your business. You choose the topic, you find the table – be prepared to share!
