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 -
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
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
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
13:55 - 14:25
COFFEE & NETWORKING
