24th – 25th September 2018
Luton Hoo Hotel, Golf and Spa

CX Exchange for Travel and Hospitality Day 1

8:00 - 8:45 Registration and Coffee

8:45 - 8:50 Customer Experience Exchange Introduction and Welcome

Georgia Moore, Head of CX Portfolio, IQPC Exchange

8:50 - 9:00 Chairperson's Opening Remarks

9:00 - 9:15 Networking Challenge!

Open the envelope in the middle of your table, read out the question, and discuss!

• Innovating the customer journey through the use of technology
• Aligning and designing customer centric strategies with Delta’s partners
• Building on Delta’s ‘people first culture’ to excel the customer experience across the global brand
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Corneel Koster

Senior Vice President - Europe, Middle East, Africa and India
Delta Airlines, Inc.

• Improving the relationship between airport and airline services to create a seamless travel experience
• Aligning all stakeholder’s CX strategies to deliver consistent excellent experiences
• Launching a community app to log performance for all stakeholders
• Implementing queue monitoring technology to improve transparency
• Taking ownership for fragmented touch points to smooth the end-to-end experience
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Berend-Jan Rietveld

Strategic Manager Passenger Centricity, Aviation Marketing, Cargo & Customer Experience
Amsterdam Airport Schiphol

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Antony Price

Director of Marketing and Customer
flybmi

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Leanne Kerry

Head of Customer Experience
Manchester Airport Group

10:25 - 10:55 What's Your Customer Craziness Score?

It's tough running a high profile travel or hospitality business, and it just got tougher: airline gate agents, front desk
reception staff and flight crews and are now front-and-centre in near-daily news and social media stories, amplified
by the new hyper connectivity of travelers. In this presentation, Lithium’s VP for Global Airline and Travel Services
will present insightful cases that show you how to turn visibility into a win on the social web.

11:00 - 11:30 One to One Business Meetings

11:35 - 12:05 One to One Business Meetings and Networking

12:10 - 12:40 One to One Business Meetings

11:00 - 11:30 Location Delivery Data Models: Offering Outstanding Experiences Wherever Your Customers are Around the Globe

11:35 - 12:05 Culture Clinic
Just as customers are evolving, so are employees and what they expect from you as employers. When building, developing and implementing new business strategies, your company culture needs to reflect what you want to achieve. However, how do you as leadership transform that culture and employee experience to align with your corporate vision, mission and values? 

Listen and learn from the leading solution providers transforming corporate culture with a coffee and a cake in the designated culture clinic zone during one of the networking breaks. 

12:10 - 12:40 Smart Travel: The Advantages of Emerging Technology for Both Your Customers and Your Business

12:45 - 13:15 Using Personalisation to Create Unique Guest Experiences Every Time

Tony Roberts - Vice President Princess Cruises UK and Europe
• How to perfect the personalisation of the guest experience provide your guests with exceptional exclusivity
• Launching personalised app configurations based on guest personas and past booking preferences
• How to personalise the experience across multiple channels to deliver service excellence
• How to understand your guests by leveraging big data to create bespoke packages
• Delivering personalisation on a large scale on a budget
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Tony Roberts

Vice President
Princess Cruises UK and Europe

13:15 - 14:00 Interactive Networking Lunch

14:00 - 14:30 Automated Customer Experience can be Awesome Customer Experience

• Analyze omni-channel interactions through AI, speech analytics and big data
• Re-engineering self-service using natural language processing
• Making authentication easy by exploring voice biometrics
• Improving speed, agility and efficiency through automation

14:35 - 15:05 One to One Business Meetings

15:10 - 15:40 One to One Business Meetings

14:35 - 15:40 Stress-Free Travel: The Next Generation of Airport and Airline Experience

15:45 - 16:15 Leveraging AI and Self-Service Technology to Reduce Customer Pain Points

Filip Filipov - Vice President, Product Management Skyscanner
• Finding the perfect balance between self-service and human interaction
• Making it easier for passengers by offering self-service check-in, security and passport control
• Evaluating the impact of AI technology during both digital and non-digital interactions in a call centre environment
• Exploring facial recognition software at various touch points to improve the end-to-end airport experience
• Improving the efficiency of strategy roll out to keep up with emerging technology and the ever-changing expectations
of the customer
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Filip Filipov

Vice President, Product Management
Skyscanner

16:20 - 16:50 One to One Business Meetings

16:55 - 17:25 One to One Business Meetings and Networking

16:20 - 16:50 Peer to Peer Networking: Addressing Your Biggest CX Challenges in a Closed Door Environment

16:55 - 17:25 Culture Clinic
Just as customers are evolving, so are employees and what they expect from you as employers. When building, developing and implementing new business strategies, your company culture needs to reflect what you want to achieve. However, how do you as leadership transform that culture and employee experience to align with your corporate vision, mission and values? 

Listen and learn from the leading solution providers transforming corporate culture with a coffee and a cake in the designated culture clinic zone during one of the networking breaks. 

17:30 - 18:00 Embracing Mobile-First Technology to Achieve a Fast and Easy End-to-End Experience

• Exploring the possibility of booking a flight with just one tap
• How to turn your app into your customer’s trusted travel buddy every step of the way to improve loyalty
• Evaluating the use of social media as a direct channel of engagement to improve complaint management and the
overall digital experience
• Increasing customer upsell through customised airline ancillary offerings and personalised notifications
• Fully comprehending how to integrate new technology into ongoing business models


Interactive Roundtable Discussions

Live, Eat, and Breathe Customer

18:00 - 18:30 Digitally Empowering Customers Through Customer Journey Experience
Kamal Nayak - Director of Digital Engineering, Hilton Global Web & HHonors, Customer Journey Technology & Delivery Hilton Worldwide
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Kamal Nayak

Director of Digital Engineering, Hilton Global Web & HHonors, Customer Journey Technology & Delivery
Hilton Worldwide

Live, Eat, and Breathe Customer

18:00 - 18:30 Improving Self-Service and IVR Channels to Smooth the End-to-End Customer Experience
Leanne Kerry - Head of Customer Experience Manchester Airport Group
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Leanne Kerry

Head of Customer Experience
Manchester Airport Group

Live, Eat, and Breathe Customer

18:00 - 18:30 Developing Digital Strategies to Provide In-Flight Passenger Experiences
Leanne Kerry - Head of Customer Experience Manchester Airport Group
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Leanne Kerry

Head of Customer Experience
Manchester Airport Group

Live, Eat, and Breathe Customer

18:00 - 18:30 Bringing the Customer to the Core of Your Organisation
Estelle Giraudeau - Managing Director, (UK, Ireland, Scandinavia and Germany) Club Med
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Estelle Giraudeau

Managing Director, (UK, Ireland, Scandinavia and Germany)
Club Med

These popular interactive roundtables allow you to break off into small groups where you will be able to benchmark, debate and discuss
best practice with your peers.

How does it work? Select from the options available to ensure you are sat at a table with peers who have
similar goals to your own.

18:30 - 19:00 Embedding Customer-Centricity Across Your Company

Justin Conry - Head of Transformation Three
• The symbiotic relationship between Technology and employees in delivering great CX
• Leading a culture change that puts CX at the heart of the organisation
• Measuring the right things in CX and acting on the insight
• Building support for eXperience & Operational (X & O) data analysis
• The positive causal link between employee experience and the impact it has on customer experience
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Justin Conry

Head of Transformation
Three

19:00 - 19:05 Q&A Round-Up and Chairperson's Closing Remarks

19:05 - 20:30 Drinks Reception