CX Travel and Hospitality Exchange - Day 2

8:00 - 9:55 REGISTRATION & COFFEE

8:55 - 9:00 CHAIR’S OPENING REMARKS

Vinay Parmar - Managing Director, Customer Whisperers
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Vinay Parmar

Managing Director
Customer Whisperers

9:00 - 9:30 GROWTH THAT LISTENS: KEEPING CUSTOMERS AT THE HEART OF INNOVATION

Louise Bates - Managing Director TUI Blue & Hotel Concepts, TUI Group
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Louise Bates

Managing Director TUI Blue & Hotel Concepts
TUI Group

9:35 - 10:05 TRANSLATING VOC DATA INTO INSIGHT AND ACTION

10:10 - 10:40 1:1 BUSINESS MEETINGS

10:45 - 11:15 1:1 BUSINESS MEETINGS

11:20 - 11:50 1:1 BUSINESS MEETINGS

10:10 - 10:40 EMBRACING TRANSLATION SERVICES AND LEAVING NO CUSTOMER BEHIND IN A GLOBAL MARKET

10:45 - 11:15 COFFEE & NETWORKING

11:20 - 11:50 THINK TANK | HOW TO WEAVE CUSTOMER-CENTRICITY THROUGHOUT YOUR ORGANISATION
Mark Croucher - Director Of Planning & Customer Experience, P&O Cruises
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Mark Croucher

Director Of Planning & Customer Experience
P&O Cruises

11:55 - 12:30 FIRESIDE CHAT | MERGING LUXURY AND MASS-MARKET APPROACHES FOR STRONGER CX

While luxury brands thrive on exclusivity, emotional engagement and deeply personalised experiences, budget and mass-market brands succeed through

accessibility and efficiency at scale. Where do these approaches intersect? And how can insights from one enhance the other?


In this fireside chat, brands from both ends of the spectrum will explore how luxury and mass-market strategies can blend to create new opportunities. Learn:

• How mass-market brands can infuse exclusivity and personalisation to enhance

customer loyalty

• Where luxury brands can expand reach without diluting their brand identity

• To rethink traditional audience engagement strategies

12:30 - 13:20 NETWORKING LUNCH


13:20 - 13:50 1:1 BUSINESS MEETINGS

13:55 - 14:25 1:1 BUSINESS MEETINGS

13:20 - 13:50 THINK TANK | EXPLORATIONS OF TRUST AND SUSTAINABILITY IN TRAVEL
René Frey - Chief Executive Officer, Rough Guides
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René Frey

Chief Executive Officer
Rough Guides

13:55 - 14:25 COFFEE & NETWORKING

14:30 - 15:00 BRINGING THE ONLINE OFFLINE: CREATING FRICTIONLESS JOURNEYS WITH IN-HOUSE SELF-SERVICE

15:00 - 15:30 FIRESIDE CHAT | WHAT DRIVES LOYALTY?

15:30 - 16:00 TIMELESS CX: THE POWER OF FUNDAMENTALS IN A CHANGING WORLD

16:00 - 16:10 CHAIR'S CLOSING REMARKS

Vinay Parmar - Managing Director, Customer Whisperers
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Vinay Parmar

Managing Director
Customer Whisperers