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 2
8:00 - 8:55
REGISTRATION & COFFEE
8:55 - 9:00
CHAIR’S OPENING REMARKS
Vinay Parmar -
Founder,
Customer Whisperers
9:00 - 9:30
GROWTH THAT LISTENS: KEEPING CUSTOMERS AT THE HEART OF INNOVATION
Louise Bates -
Director Brand & Product, TUI Hotels & Resorts,
TUI BLUE
9:35 - 10:05
THINK TANK | HOW TO WEAVE CUSTOMER-CENTRICITY THROUGHOUT YOUR ORGANISATION
Mark Croucher -
Director Of Planning And Customer Experience,
P&O Cruises
Exceptional customer experience is only as strong as the staff delivering it. By embedding CX value across your entire organisation, rather than treating it as a standalone function, you can foster buy-in at every level. When every team plays a part, CX can be enhanced across all touchpoints, improving the holistic customer experience.
Join this think tank to explore:
How to engage and empower staff across your organisation to engage with CX initiatives
The benefits of adopting a horizontal, organisation-wide approach to improve experiences at every level
Strategies to align departments and break down siloes, creating a unified CX strategy that spans the whole organisation
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
COFFEE & NETWORKING
10:45 - 11:15
COFFEE & NETWORKING
11:20 - 11:50
COFFEE & NETWORKING
11:55 - 12:30
FIRESIDE CHAT | TRANSLATING DATA INTO ACTION TO ELEVATE THE ON-SITE EXPERIENCE
John Bartlett -
Head of Performance Reporting & Insights - EMEAA,
IHG Hotels & Resorts
Vinay Parmar - Founder, Customer Whisperers
With data being constantly generated and collected in the CX sphere, true value lies in turning it into clear, timely actions that elevate the guest experience. The challenge isn’t just access to insight but making them meaningful and executable on property. By fostering stronger collaboration between operations and data teams, businesses can cut through the noise, turn insights into impactful decisions, and create seamless, guest-centric experiences.
In this fireside chat, an operations expert and a data leader come together to explore:
- Bridging the gap between insight and action to drive operational improvements
- Fostering a culture of data-driven decision-making, empowering frontline teams with the right information at the right time
- Leverage predictive analytics to anticipate customer needs and proactively optimise on-site execution
12:35 - 13:05
1:1 BUSINESS MEETINGS
12:35 - 13:05
COFFEE & NETWORKING
13:05 - 13:55
NETWORKING LUNCH
13:55 - 14:25
1:1 BUSINESS MEETINGS
13:55 - 14:25
THINK TANK | EXPLORATIONS OF TRUST AND SUSTAINABILITY IN TRAVEL
René Frey -
Chief Executive Officer,
Rough Guides
14:30 - 15:30
MASTERMIND SESSION | WHAT DRIVES LOYALTY?
Vinay Parmar -
Founder,
Customer Whisperers
In a world where travel is a luxury, not a necessity, how do you keep your customers coming back? With evolving priorities and shifting behaviours, traditional loyalty strategies may no longer be enough. While some advocate for points-based programs and perks, others believe in the power of emotional connection and value alignment with their customers. At the same time, in cases where repeat business isn’t realistic, is loyalty even worth chasing?
In this mastermind session, attendees will delve into all questions surrounding loyalty in the travel & hospitality sector in 2025.
What drives loyalty?
What do good loyalty and good approaches to loyalty look like?
How is loyalty changing?
