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
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Sean Weafer

Professional Speaker, MC and Speaker Coach
SeanWeafer.com

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.

9:45 - 10:15 Building Loyalty in the Future Digital World of Travel

Dave Evans - VP Social Strategy, Lithium
In the fast-paced, competitive world of Travel & Hospitality, consistently delivering amazing experiences is the difference between one-off customer acquisition and building loyal guests. As your customer increasingly turn to asynchronous digital communication, aka “mobile phones,” changes the game. To carry the conversation from start to finish in-channel, you need secure digital communications, commerce capability, and scalable, real-time engagement tools that span branded social and private digital. In this session you’ll see how top brands are creating amazing customer experiences through real-time digital messaging and tightly connected, real-time analytics.
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Dave Evans

VP Social Strategy
Lithium

10:20 - 10:50 One to One Business Meetings

11:25 - 11:55 One to One Business Meetings and Networking

10:55 - 11:25 Reshaping global travel support without compromising the human experience
Paula Kennedy-Garcia - Vice President - Market Lead EMEA CEU, Convergys
Almost 150 million people use online and mobile channels to book and manage their personal and business travel plans every year. Combine this ‘anytime-anywhere’ customer behaviour with heightened competition from the travel disruptors and it has never been more critical for organisations in the travel and hospitality sector to provide asynchronous support that maps to the demands of the customer at the point in time they need it.
 
How do you best support customers whose time zone and language extends beyond the normal confines of ‘office hours’?
 
How commercially feasible is it to be ‘always on’, but what happens if you are not?
 
Join Convergys as they explore the changing landscape of global support in a digitally transformed world and how to ensure the human experience is not compromised by an overload of automation and technology, as well as new approaches opening up for cost optimisation.
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Paula Kennedy-Garcia

Vice President - Market Lead EMEA CEU
Convergys

• 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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Sean Weafer

Professional Speaker, MC and Speaker Coach
SeanWeafer.com

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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

12:10 - 12:40 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

12:45 - 13:15 One to One Business Meetings

14:40 - 15:10 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. 

13:15 - 14:00 Interactive Networking Lunch

13:30 - 14:00 Injecting the brand architecture in customer experience to deliver insightful and emotional brand experience.

Onur Dedekoylu - Senior Vice President, Marketing, Pegasus Airlines
- Developing an innovative brand experience for a key passenger segment. 
- Going out of the box to truly reflect brand architecture in the customer experience.
- Developing positive interactions based on powerful insights and key painpoints.
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Onur Dedekoylu

Senior Vice President, Marketing
Pegasus Airlines

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

14:40 - 15:10 One to One Business Meetings

14:40 - 15:10 How artificial intelligence, and advances in modern day communication channels can be used in the travel industry to provide a seamless customer contact experience?

Leanne Kerry - Head of Customer Experience, Manchester Airport Group
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Leanne Kerry

Head of Customer Experience
Manchester Airport Group

15:15 - 15:45 Conversational Commerce: Now on Every Traveller's Smartphone in 2018

Reuben White - VP Enterprise, North EMEA, LivePerson
Reuben will look at how to meet consumer expectations, what tasks to automate, how to run operations, how to design conversations, which use cases work best, and how the metrics are dramatically different from the world of analog voice.

He will also share his thoughts on the impact new consumer endpoints, such as Apple Business Chat, Google Rich Business Messaging, Amazon Alexa, and now WhatsApp, will bring.
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Reuben White

VP Enterprise, North EMEA
LivePerson

15:45 - 16:15 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

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

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

16:20 - 17:25 Building a future-proof company and culture using Lean Service Creation
Trevor Didcock - Non-executive Director, Futurice
Hanno Nevanlinna - Co-Founder and Head of Culture, Futurice
An interactive workshop introducing Futurice’s Lean Service Creation – our proven methodology for rapid co-creation of new products and services.
 
Built on our experience across thousands of service creation projects with clients including Finnair, Helsinki Airport, BMW, E.ON and Nordea, LSC helps you to reach business objectives in an iterative and human-centric way.
 
Attend this session to see firsthand how LSC can empower your team to tackle customer problems, de-risk innovation and future-proof your company. 


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Trevor Didcock

Non-executive Director
Futurice

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Hanno Nevanlinna

Co-Founder and Head of Culture
Futurice

17:30 - 18:00 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


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 Developing Digital Strategies to Provide In-Flight Passenger Experiences
Eveliina Huurre - Vice President, Inflight Experience, Finnair
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Eveliina Huurre

Vice President, Inflight Experience
Finnair

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



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Susie Higgs

Head of Customer Experience
Cineworld Group

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Russ Peddar

Sector Manager
Rant and Rave

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 - 18:35 Q&A Round-Up and Chairperson's Closing Remarks

Sean Weafer - Professional Speaker, MC and Speaker Coach, SeanWeafer.com
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Sean Weafer

Professional Speaker, MC and Speaker Coach
SeanWeafer.com

18:35 - 20:00 Premium Lounge Drinks Reception