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!

7:20 - 7:55 Registration and Coffee


Sean Weafer

Professional Speaker, MC and Speaker Coach

8:00 - 9:00 Food for Thought: Customer Experience Management: More than customer journey mapping

Shaun Smith - Founder, Smith+co
Many organisations are using the tools and techniques of CX, including customer journey mapping, customer analytics
and brand experience design. But are they strategically aligned and more than the sum of their parts?

In this provocative session, Shaun Smith, one of the founders of the customer experience movement, will argue that
many organisations are taking a tactical approach to CX. He will suggest that customers are fatigued with being asked
for feedback, and employees are cynical about being asked to ‘put the customer first’.

Drawing on his experience of working with brands like Best Western, Premier Inn, IHG, Cathay Pacific and many others,
find out how Shaun has helped these companies deliver impactful results from their customer experience programmes,
then take part in an executive discussion to find out how you too can:

• Create a brand experience when you have multiple brands
• Align your business strategy and customer experience so that they are mutually reinforcing
• Move from customer measurement to customer insight
• Get your people to really buy into the customer experience and understand how to deliver it
• Move investing in the things that don’t matter to customers to the things that do

How does it work? Grab some breakfast, listen to Shaun and get stuck into this morning discussion session to kick off Day 2.

Shaun Smith


9:00 - 9:10 Networking

• 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

Ian Williams

Chief Experience Officer


Geoffray Maugin

SVP Guest Experience & Business Performance Luxe Brands


Karin Dodson

Head of Marketing for Amadeus' Travel Experience Suite

9:50 - 10:20 How Practical AI Helps Travel Companies put their Contact Centers on AutoPilot

Dmitry Aksenov - CEO, DigitalGenius
  • How to take customer service to new heights using customer-delighting AI
  • Real-life examples of how DigitalGenius has used conversational process automation to help travel-focused contact centers to reduce costs
  • Learn how DigitalGenius is helping customers 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

Dmitry Aksenov


10:25 - 10:55 One to One Business Meetings

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

10:25 - 10:55 Not another IT project- Personalising your customer experience doesn’t need to be hard
·         Travel has a multi-touchpoint buying journey, the good news is, you already have a ton of customer data at your disposal
·         But chances are your customer data is siloed, fragmented and hard to access
·         In this session you’ll get insight into simplifying the way you utilise and aggregate real-time data to better engage your online visitors

11:35 - 12:05 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.

John McMahon

Director of Customer Operations
Expedia, Inc.

12:05 - 12:35 Ticketing, Infrstructure & Station Improvements: What it Takes to Deliver Seamless Rail Experiences Across the Nation

Duncan Henry - Head of Ticketing, Customer Portfolio 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

Duncan Henry

Head of Ticketing, Customer Portfolio Directorate
Rail Delivery Group

12:40 - 13:10 One to One Business Meetings

13:15 - 14:00 Interactive Networking Lunch

14:00 - 14:30 One to One Business Meetings

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

14:35 - 15:05 Re-Designing Customer Journey Mapping Utilising Automation And Deep Dive Analytics

Interactive Roundtable Discussions

Live, Eat, Breathe Customer

15:15 - 15:45 Delivering Seamless CX for a Specific Segment of Passenger
Horst Pint - Hotel Operations Director, Saga plc

Horst Pint

Hotel Operations Director
Saga plc

Live, Eat, Breathe Customer

15:15 - 15:45 Customer Experience Transformation is a Journey Itself!
Demet Yarkin - Head of Customer Experience and Insight Management, Pegasus Airlines

Demet Yarkin

Head of Customer Experience and Insight Management
Pegasus Airlines

Live, Eat, Breathe Customer

15:15 - 15:45 Delivering Aligned CX Across Multiple Brands
Les Asplen - Former Managing Director, Best Western

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

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

Sean Weafer

Professional Speaker, MC and Speaker Coach


Kamal Nayak

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


Jan Richards

Head of Insight & Planning
Dublin Airport

16:25 - 16:30 Q&A Round-Up and Chairperson's Closing Remarks