Build the strategy. Wow the customer. Drive the profit.
671 million people travelled to Europe in 2017 (an 8% increase from 2016) and 2018 statistics are expected to rise at rate of 4-5% according to the UNWTO. 2018 is the year of hyper-personalization, providing unique and bespoke packages for travelers are not just expected by luxury brands anymore, whilst loyalty programs are required to be simpler and more flexible in order to keep up with the ever-changing expectations of the customer.
Today, 97% of travelers carry a mobile phone or device when they travel according to IDC Research, whilst more than 148.3 million people use the internet to book their accommodation, tours, and activities each year. With disruptive competition on the rise (such as the likes of Uber and Airbnb), embracing emerging technologies to provide a seamless customer experience may be your only differentiator to stay ahead of the CX curve. The most senior-level meeting of CX executives in the Travel and Hospitality industry will address pressing challenges faced by the market in 2018 and beyond in the form of presentations, roundtable discussions and interactive panel sessions in a closed door environment.
Meet The Speakers
Chief Executive Officer & Co-Founder of Booking.com
Head of Automation and Optimisation
Director Guest Experience & Product Definition
Thomas Cook Hotels & Resorts
Executive Vice President Customer Experience
Chief Marketing Officer
Millennium Hotels and Resorts
Head of Service Design, CS Digital Innovation & Self Service
General Manager Customer Experience
Head of Customer Service
Head of eCommerce
Head of Insight & Planning
Global Head of Customer Experience
General Manager Customer Excellence
Jet2.com and Jet2Holidays
Head of Customer Experience & Service Transformation Strategy
Avis Budget Group
Head of Customer Strategy, Customer Directorate
Rail Delivery Group
Director Customer Experience
Head of Customer Care, Digital Licensing and Stadium
Director Customer Experience & Insights
Director, VIP & Global Concierge Service Excellence
Strategical Advisor for Global Contact Centers
Radisson Hotel Group
Head of Digital and CX
Senior Vice President & Commercial Director
“Good location, balanced program, good mix of presentations and one to one meetings.”SVP Customer Experience, KLM
“Very good Exchange, really worth it and would love to participate next year, thanks for the opportunity”Global Customer Experience Director, Melia Hotels International
“Well organised exchange with valuable insights and great networking opportunities. The level of attendees and relevance exceeded other events I’ve attended recently which made two days out of the office very worthwhile!”Group Director of Brand Loyalty, Jumeirah Group
Secure Your Place at the Exchange
Who Attends the Customer Experience for Travel and Hospitality Exchange?
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Topics of Discussion
Ensuring your organisation is there for the customer in real time regardless of channel
Maximising loyalty to ensure a profitable relationship with customers
Anticipating preferences to deliver a personalised experience
Creating moments that turn flippant customer into forever customers