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

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 And Customer Experience, P&O Cruises
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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
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John Bartlett

Head of Performance Reporting & Insights - EMEAA
IHG Hotels & Resorts

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