EUROPE'S PREMIER INVITATION-ONLY MEETING
FOR CX LEADERS IN TRAVEL & HOSPITALITY
8-9 September 2025
| Hilton Syon Park, London
CX Travel and Hospitality Exchange - Day 1
7:30 - 8:30
Registration & Coffee
8:30 - 8:35
HOUSEKEEPING REMARKS & EXCHANGE WELCOME
8:35 - 8:45
CHAIR'S OPENING REMARKS
Vinay Parmar -
Managing Director,
Customer Whisperers
8:45 - 9:15
OPENING KEYNOTE PRESENTATION | REBUILDING CUSTOMER-CENTRICITY AT THE HEART OF TRAVEL: THE THOMAS COOK STORY
Jo Migom -
Digital Customer Chief & (UK Operations Officer & General Manager, Eu) & Eu,
Thomas Cook
Jo Migom
Digital Customer Chief & (UK Operations Officer & General Manager, Eu) & EuThomas Cook
9:15 - 9:45
REFINING DATA FOR MORE MEANINGFUL CX DECISIONS
John Thompson -
Chief Revenue Officer,
IGT Solutions
9:45 - 10:15
KEYNOTE PANEL DISCUSSION | YOU, ME AND STEVE: THE POWER OF PARTNERSHIPS FOR A SEAMLESS TRAVEL EXPERIENCE
Robert From -
Chief Growth Officer,
Rail Europe
Sonja Arnorsdottir - Chief Commercial officer, Play Airline
10:20 - 10:50
1:1 BUSINESS MEETINGS
10:55 - 11:25
1:1 BUSINESS MEETINGS
10:20 - 10:50
THINK TANK | THE POWER OF CONSISTENCY: STRENGTHENING BRAND EXPERIENCE ACROSS EVERY TOUCHPOINT
10:55 - 11:25
COFFEE & NETWORKING
11:30 - 12:00
BEYOND PROACTIVE: USING PREDICTIVE INSIGHTS TO PERSONALIZE AND PERFECT CUSTOMER JOURNEYS
Holding Session Reserved for Treasure Data
12:00 - 12:30
INNOVATION IN THE CALL CENTRE: HOTELPLANNER.COM’S AIPOWERED HOTEL BOOKING ASSISTANTS
Bas Lemmens -
EMEA President, HotelPlanner; Chief Executive Officer, Meetings com,
Meetings.com
Bas Lemmens
EMEA President, HotelPlanner; Chief Executive Officer, Meetings comMeetings.com
12:35 - 13:05
1:1 BUSINESS MEETINGS
12:35 - 13:05
ENHANCING ONLINE SELF-SERVICE AUTOMATION TO DRIVE MEANINGFUL EXPERIENCES
13:05 - 14:00
NETWORKING LUNCH BREAK
14:05 - 14:35
1:1 BUSINESS MEETINGS
14:05 - 14:35
WHEN TO OUTSOURCE CUSTOMER SERVICE IN SEASONABLE MARKETS
14:40 - 15:40
EXPERT-LED ROUND TABLE DISCUSSIONS REAL-LIFE PROBLEM-SOLVING DISCUSSIONS
Whilst a problem shared does not always mean a problem halved, a problem shared with experts often means a solution to a challenge can be found. In this round table discussion session, tables of experts will tangle with real-life, anonymous, challenges provided by attendees prior to the event. Each table will discuss the challenges and consider how they could overcome the issues put before them and offer insight into similar challenges they have also faced before. The concept of this session is not just to provide an outcome, but to give ideas and direction to the issue at hand – to offer alternative perspectives, challenge existing ways to deliver outcomes and provide deliver food for thought
ROUND TABLE 1
STAYING FOCUSED IN THE WORLD OF COMPETING CX PRIORITIES
ROUND TABLE 2
BALANCING SOPHISTICATED TECHNOLOGIES WITH HUMAN CONNECTION IN THE CONTACT CENTRE
ROUND TABLE 3
MAXIMISING THE IMPACT OF IN-HOUSE EXPERIENCES
15:45 - 16:15
1:1 BUSINESS MEETINGS
16:20 - 16:50
1:1 BUSINESS MEETINGS
16:55 - 17:25
1:1 BUSINESS MEETINGS
15:45 - 16:15
COFFEE & NETWORKING
16:20 - 16:50
COFFEE & NETWORKING
16:55 - 17:25
COFFEE & NETWORKING
