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 - 9:55
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 -
Managing Director TUI Blue & Hotel Concepts,
TUI Group
9:35 - 10:05
IMPLEMENTING INTELLIGENT AUTOMATION TO IMPROVE BOTH THE EMPLOYEE & THE CUSTOMER EXPERIENCE
Claire Good -
Chief Operating Officer,
Travelodge Hotels
Travelodge is automating numerous aspects of its operations including the implementation of robotic vacuums and streamlining self check-in processes to improve operational efficiency and customer experience.
During this talk you will hear insights on:
- How to engage and empower employees to deliver propositions
- Making strategic decisions in where to start in your automation journey
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 and Customer Experience,
P&O Cruises
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
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
12:30 - 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
13:55 - 14:25
COFFEE & NETWORKING
