22 - 23 October, 2019
The Hurlingham Club, London, United Kingdom

Media Center

Customer Experience Exchange for Travel and Hospitality Agenda 2019

If you are passionate about securing the future of your business through the customer experience you provide, if you have ideas to share, opinions on what needs to change and an ability to make things happen, then the Customer Experience Exchange for Travel and Hospitality is the strategic confer ...

Featured Download

CX Travel & Hospitality Exchange - Investment Priorities 2019

We surveyed our network of CX leaders within banking, financial services and insurance to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs but also outlined their investment interests in areas they are wanting to ...

Travel & Hospitality Report:Connecting the Customer Journey

The 2017 edition of the Travel & Hospitality Report: Connecting the Customer Journey has just released featuring exclusive articles and interviews with senior executives from KLM, Jumeriah, Heathrow, Thomas Cook, Yotel, Carlson Rezidor, Hertz, Virgin Holidays, Disney and ...

CX Investment Report: Travel & Hospitality

Europe’s top customer experience executives in the travel & hospitality industry have shared the challenges and investment areas shaping their 2018 strategies in this detailed report into top customer experience projects and opportunities.The proliferation of new digital technologies and t ...

Travel and Hospitality: CX Investment Priorities 2018 - 2019

Europe’s leading customer experience executives in the travel & hospitality industry have shared the challenges and investment areas shaping their 2019 strategies, projects and opportunities in this detailed report.The proliferation of new digital technologies and the ever-changing nat ...

Customer Experience Exchange for Travel and Hospitality Post Event Report 2018

In 2018, leading CX senior executives from the travel and hospitality gathered in the UK for two days of discussions, networking and benchmarking their customer experience strategies with peers across the industry.Download the 2018 Post Event Report which is packed full of exclusive presen ...

Customer Experience Strategy

Travel & Hospitality Report: Connecting The Customer Experience Dots

Over the last 6 months, senior executives from across the travel and hospitality industry have had their say regarding the challenges that they are facing on the road to customer excellence, and their thoughts have been compiled into this long awaited report! Download your free copy to discover exclusive interviews...

The Power Of Emotional Engagement

Customer Experiences still vary greatly, both between and within businesses. Customers are still treated in a transactional way, instead of a process that actually has a lot more emotional complexity to it. Loyal customers are the key to success, and organisations are understanding more and more that the way to...

Market Report: How Travel & Hospitality Companies Can Achieve Business Success Through CX

Our latest market report delves into the biggest trends, challenges and disruptors in the travel and hospitality industry with case studies and expert advice to help you optimise your own CX strategy The travel and hospitality industry has seen a massive change in recent years. It’s moved from being dominated...

Travel and Hospitality Report: Connecting the Customer Journey

The customer does not care about ancillary revenue or operational processes. Regardless of what works for your business, if your day-to-day interactions with the customer do not place the customer at the forefront of your business culture, you risk losing their trust and business. And with the rise of OTAs,...

Additional Content Download

CX Travel & Hospitality Exchange - A View From The Top

The editorial team at the CX Exchange for Travel & Hospitality sat down with leaders from Accor, Three Ireland, smith+co, Saga Cruises and Jericho, to talk about CX challenges within the Travel & Hospitality space and how to best overcome them. These interviews have been collated into one insightful eBook,...

Customer Experience Exchange for Travel & Hospitality Investment Priorities Infographic 2018

Europe's top CX executives in the travel and hospitality industry have shared with us the top investment priorities shaping their strategies for 2019 and are coming to the Exchange in September to engage with the leading providers.

Interviews with Industry Leaders

Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels

Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels digs deep into the ecommerce side of the Hospitality industry, discussing how to deliver a great experience digitally for customers whilst personalizing the journey leading to loyalty and satisfaction.

Mariana Machado, Customer Behaviour Director, Accor Hotels

Mariana Machado, Customer Behaviour Director, Accor Hotels talks about the importance of using customer data when predicting behaviors within hospitality. An effective data strategy means that the CX strategy can be differentiated and personalized to each customer.

Nick Mercer, Commercial Director, Eurostar

Nick Mercer, Commercial Director, Eurostar, prides himself on delivering the very best level of service possible. Here, Nick outlines how Eurostar’s market research translates into real customer results.

Presentations from the Exchange

Ticketing, Infrastructure & Station Improvements: What It Takes To Deliver Seamless Rail Experiences Across The Nation - Duncan Henry, Rail Delivery Group

• Aligning customer strategies across multiple rail brands• Implementing effective change in the ticketing space• Maintaining and delivering seamless passenger experiences through mass infrastructure and station improvements

Embedding a Culture of Customer Experience Excellence

THE PANEL:Moderator: Ian Williams, Chief Experience Officer, JerichoPanelists:Geoffray Maugin, SVP Guest Experience and Business Performance, AccorHotels LUXEKarin Dodson, Head of Marketing for Amadeus’ Travel Experience Suite• Instilling vision and values from management level down to inspire employees to embrace a customer-first mind set• Delivering a high standard of service across...

Leveraging AI and Self-Service Technology to Reduce Customer Pain Points - Filip Filipov, SkyScanner

• Finding the perfect balance between self-service and human interaction• Making it easier for passengers by offering self-service check-in, security and passport control• Evaluating the impact of AI technology during both digital and non-digital interactions in a call centre environment• Exploring facial recognition software at various touch points to improve...

Re-Engineering Customer Experience Based on Insights Derived From Contact Centre Data & Agile Techniques To Give The Customer Exactly What They Want - John McMahon, Expedia

• Utilizing Agile Software Development principles in an Operational department• Collecting insights from your contact center and other data sources• Establish a code base equivalent, utilize data to understand and prioritize which problems to solve• Tackle problems collaboratively using cross-functional teams, user stories and sprints to leverage knowledge andgain buy-in•...

Embedding Customer-Centricity Across Your Company - Justin Conry, Three Ireland

• The symbiotic relationship between Technology and employees in delivering great CX• Leading a culture change that puts CX at the heart of the organisation• Measuring the right things in CX and acting on the insight• Building support for eXperience & Operational (X & O) data analysis• The positive causal...

Conversational Business: Coming To Every Traveler's Smartphone In 2018 - Reuben White, LivePerson

Reuben will look at how to meet consumer expectations, what tasks to automate, how to run operations, how to design conversations, which use cases work best, and how the metrics are dramatically different from the world of analog voice. He will also share his thoughts on the impact new consumer...

Using Personalisation To Create Unique Guest Experiences Every Time - Tony Roberts, Princess Cruises

• How to perfect the personalisation of the guest experience provide your guests with exceptional exclusivity• Launching personalised app configurations based on guest personas and past booking preferences• How to personalise the experience across multiple channels to deliver service excellence• How to understand your guests by leveraging big data to...

Innovating the Airline Customer Journey - Corneel Koster, Delta Air Lines

• Innovating the customer journey through the use of technology• Aligning and designing customer centric strategies with Delta’s partners• Building on Delta’s ‘people first culture’ to excel the customer experience across the global brand

Building Loyalty in the Future Digital World of Travel - Dave Evans, Lithium

In the fast-paced, competitive world of Travel & Hospitality, consistently delivering amazing experiences is the difference between one-off customer acquisition and building loyal guests. As your customer increasingly turn to asynchronous digital communication, aka “mobile phones,” changes the game. To carry the conversation from start to finish in-channel, you need...