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

CX Exchange for Travel and Hospitality Day 2

Welcome to the CX Exchange for Travel and Hospitality 2018!

8:00 - 9:00 Registration and Coffee

8:00 - 8:30 Customer Journey Management: More to it than Customer Journey Mapping

• Creating faultless experiences for each and every customer through customer journey management
• Leveraging behavioural trends to minimise customer effect across all touch points
• Turning customer journey insight into action to drive your business
• Knowing which touch points to focus on to create strategies that can ensure excellent ROI
• Evaluating the value of customer journey management and what it can do for your guests, passengers and business

How does it work? This interactive briefing will allow you benchmark with peers, put questions to the speaker and learn
best practices from fellow attendees to help solve your challenges

9:00 - 9:05 Chairperson's Opening Remarks

• Instilling vision and values from management level down to inspire employees to embrace a customer-first mind set
• Delivering a high standard of service across all franchises to align the customer mission
• Analysing consumer behaviours to truly understand what your customers want
• How do you ensure company culture keeps pace with ever-changing consumer expectations and emerging technologies
• Maintaining a customer-centric culture during times of changing leadership and crises
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Karin Dodson

Head of Marketing for Amadeus' Travel Experience Suite
Amadeus

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Geoffray Maugin

SVP Guest Experience & Business Performance Luxe Brands
AccorHotels

9:45 - 10:15 How Practical AI Helps KLM put their Contact Center on AutoPilot

Mikhail Naumov - Co-founder, President DigitalGenius
  • Taking social customer service to new heights using customer-delighting AI
  • Real-life examples of how Digital Genius powered ‘AutoPilot’ has transformed KLM’s social media contact center to be the largest in the world 
  • Learn how Digital Genius is helping KLM to classify, reroute and answer common questions using automation
  • Understand how the practical application of AI can deliver the concrete ROI you’ve been waiting for
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Mikhail Naumov

Co-founder, President
DigitalGenius

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

10:55 - 11:25 One to One Business Meetings and Networking

10:20 - 10:50 Instilling the Customer Mission at Board-Level to Ensure Complete Employee Buy-In

10:55 - 11:25 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. 

11:30 - 12:00 Re-Engineering CX Based on Insights Derived from Contact Centre Data & Agile Techniques to Give the Customer Exactly What They Want

John McMahon - Director of Customer Operations Expedia, Inc.
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John McMahon

Director of Customer Operations
Expedia, Inc.

12:00 - 12:30 Ticketing, Infrstructure & Station Improvements: What it Takes to Deliver Seamless Rail Experiences Across the Nation

Jacqueline Starr - Managing Director, Customer Directorate Rail Delivery Group
• Aligning customer strategies across multiple rail brands
• Implementing effective change in the ticketing space
• Maintaining and delivering seamless passenger experiences through mass infrastructure and station improvements
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Jacqueline Starr

Managing Director, Customer Directorate
Rail Delivery Group

12:35 - 13:05 One to One Business Meetings

12:35 - 13:05 Peer to Peer Networking: Addressing Your Biggest CX Challenges in a Closed-Door Environment

13:05 - 13:45 Interactive Networking Lunch

13:45 - 14:15 One to One Business Meetings

14:20 - 14:50 One to One Business Meetings

13:45 - 14:15 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. 

14:20 - 14:50 The Key to Your Customers Heart - What Mobile Key Technology Can Do For Your Business

14:55 - 15:25 Delivering a Brand New Digital Experience for Pegasus Airlines

Onur Dedekoylu - Senior Vice President, Marketing Pegasus Airlines
• The highs and lows of a major digital transformation
• Improving the digital experience through an innovative e-commerce platform
• Designing and implementing user friendly digital loyalty programmes and ancillary tools
• Drawing upon marketing insights to improve CX
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Onur Dedekoylu

Senior Vice President, Marketing
Pegasus Airlines


Interactive Roundtable Discussions

Live, Eat, Breathe Customer

15:25 - 15:55 Delivering Seamless CX for a Specific Segment of Passenger
Horst Pint - Hotel Operations Director Saga plc
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Horst Pint

Hotel Operations Director
Saga plc

Live, Eat, Breathe Customer

15:25 - 15:55 Customer Experience Transformation is a Journey Itself!
Demet Yarkin - Head of Customer Experience and Insight Management Pegasus Airlines
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Demet Yarkin

Head of Customer Experience and Insight Management
Pegasus Airlines

Live, Eat, Breathe Customer

15:25 - 15:55 Delivering Aligned CX Across Multiple Brands
Les Asplen - Former Managing Director Best Western
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Les Asplen

Former Managing Director
Best Western

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.
• What is the one question you want to ask that you think will transform your business?
• Receive in-depth, thought-provoking answers from a panel of CX professionals within the Travel and Hospitality
Industry

How does it work? Submit your questions throughout Day 1 and have them answered on Day 2.
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Kamal Nayak

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

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Jan Richards

Head of Insight & Planning
Dublin Airport

16:35 - 16:45 Q&A Round-Up and Chairperson's Closing Remarks