CELEBRATING 10 YEARS OF
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 -
Founder,
Customer Whisperers
8:45 - 9:15
OPENING KEYNOTE PRESENTATION | REBUILDING CUSTOMER-CENTRICITY AT THE HEART OF TRAVEL
Jo Migom -
Former Chief Digital & Customer Operations Officer (UK & EU) & General Manager,
Thomas Cook
When Thomas Cook collapsed in 2019, it marked the end of an era – but also the beginning of a bold reinvention. Freed from the constraints of legacy technology, the brand was reimagined as a digital-first OTA, agile and prepared to build a business around the needs of today’s and tomorrow’s customers.
In this keynote presentation, Jo Migom, a Thomas Cook veteran, will share her lessons from bringing a 180-year-old brand back to life with customer-centricity as the foundation. Join this session to learn:
How to utilise AI to revolutionize the customer experience
Bridging qualitative and quantitative data points for robust decision-making
Translating expectations from the traditional travel agency into the modern OTA experience
Jo Migom
Former Chief Digital & Customer Operations Officer (UK & EU) & General ManagerThomas Cook
9:15 - 9:45
PRESENTATION – AFTER THE HYPE AI IS STARTING TO FIND ITS PLACE IN THE CX ECOSYSTEM
John Thompson -
Chief Revenue Officer,
IGT Solutions
From agent assisted technology to customer facing solutions AI has found its place in the CX ecosystem. CX leaders are building centres of scale that utilise technology to deliver scale and centres of skill that leverage "super" agents to deliver superior customer experiences.
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
Heather Evans - Client Experience Director, Jacada Travel
10:20 - 10:50
1:1 BUSINESS MEETINGS
10:55 - 11:25
1:1 BUSINESS MEETINGS
10:20 - 10:50
THINK TANK | THE METRICS OF MAGIC: TURNING EVERY CUSTOMER TOUCHPOINTS INTO PROVEN CX WINS
Alexander Klose -
Director Marketing DACH,
Twilio
Join this interactive Twilio Think Tank to explore how combining digital communications channels, powerful customer data tools, and AI capabilities enables businesses to create hyper-personalised and scalable interactions at every touchpoint.
Together, we’ll explore strategies for moving from reactive to proactive CX—elevating self-service, expanding digital channels, maximising agent productivity, and using predictive insights to anticipate customer needs before they arise.
With an emphasis on measurable outcomes, participants will uncover practical ways to integrate technology and human expertise to deliver frictionless engagement that benefits both customers and internal teams, while setting a new benchmark for proactive, outcome-driven CX.
10:55 - 11:25
COFFEE & NETWORKING
11:30 - 12:00
THE AI-DRIVEN DATA RENAISSANCE: EXPANDING THE HORIZON FOR HYPER-PERSONALISED TRAVEL EXPERIENCES
Sam Haseltine -
Senior Account Director,
Treasure Data UK
To create truly hyper-personalised travel experiences, brands must look beyond basic customer profiles. This session challenges Travel and Hospitality professionals to rethink data as an expansive ecosystem—incorporating operational, contextual, environmental, and behavioral data alongside traditional customer metrics. Learn how Agentic AI, powered by a Customer Data Platform (CDP), can integrate and analyse diverse data streams—such as booking trends, local events, supply chain updates, and environmental factors—enabling dynamic, real-time personalisation that anticipates traveler needs and preferences. Through relatable narratives and real-world examples, we will explore how leveraging broader data sources enhances predictive intelligence, enriches customer understanding, and ultimately crafts seamless, relevant experiences that anticipate and respond to traveler intent in a complex, ever-changing landscape.
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
THINK TANK | AI STARTS WITH IDENTITY: BUILDING THE FOUNDATION FOR SMARTER GUEST EXPERIENCES
Matthew Biboud-Lubeck -
General Manager, EMEA,
Amperity
Travel and hospitality brands are rapidly adopting AI to deliver more personalised and efficient customer experiences — but many overlook the critical first step: Identity. Without a unified and accurate view of the customer, AI models are limited by fragmented or unreliable data. In this session,
Amperity will share why identity resolution is essential to enabling AI in travel and hospitality, and how brands are using it to unlock more effective marketing, loyalty, and better customer experiences.
Key Takeaways:
- Why identity is the prerequisite for AI-driven personalization.
- How to resolve fragmented customer data across channels.
- The impact of accurate identity on real-time recommendations, targeting and service.
- Examples of travel and hospitality brands successfully monetising better guest identity across their ecosystem.
- How to lay the groundwork for smarter AI with a strong identity foundation.
13:05 - 14:00
NETWORKING LUNCH BREAK
14:00 - 14:30
1:1 BUSINESS MEETINGS
14:00 - 14:30
COFFEE & NETWORKING
14:35 - 15:35
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
15:40 - 16:10
1:1 BUSINESS MEETINGS
16:15 - 16:45
1:1 BUSINESS MEETINGS
16:50 - 17:20
1:1 BUSINESS MEETINGS
15:40 - 16:10
COFFEE & NETWORKING
16:15 - 16:45
SPEED NETWORKING SESSION
Join this speed networking session to have a few focused, energising conversations to build off later in the conference.
16:50 - 17:20
COFFEE & NETWORKING
17:25 - 17:55
SEE WHAT IMPACTS HOTEL CUSTOMER EXPERIENCE: AN ANALYSIS OF THOUSANDS OF TRIPADVISOR REVIEWS
Pete Daykin -
CEO & Co-Founder,
Wordnerds
17:55 - 18:25
FIRESIDE CHAT | SERVICE AT SCALE: SMARTER CONTACT CENTRES FOR ENHANCED EXPERIENCES
Nicolas Bresch -
Managing Director, UK & Nordics,
Club Med
Vinay Parmar - Founder, Customer Whisperers
