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: THE THOMAS COOK STORY
Jo Migom -
Chief Digital & Customer Operations Officer (UK & EU) & General Manager EU,
Thomas Cook
Jo Migom
Chief Digital & Customer Operations Officer (UK & EU) & General Manager EUThomas 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
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
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
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
