CELEBRATING 10 YEARS OF
EUROPE'S PREMIER INVITATION-ONLY MEETING
FOR CX LEADERS IN TRAVEL & HOSPITALITY

8-9 September 2025 | Hilton Syon Park, London

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Jo Migom

Former Chief Digital & Customer Operations Officer (UK & EU) & General Manager Thomas Cook

CX Travel and Hospitality Exchange - Day 1

8:45 OPENING KEYNOTE PRESENTATION | REBUILDING CUSTOMER-CENTRICITY AT THE HEART OF TRAVEL

When Thomas Cook collapsed in 2019, it marked the end of an era – but also the beginning of a bold reinvention. Freed from the constraints of legacy technology, the brand was reimagined as a digital-first OTA, agile and prepared to build a business around the needs of today’s and tomorrow’s customers.

In this keynote presentation, Jo Migom, a Thomas Cook veteran, will share her lessons from bringing a 180-year-old brand back to life with customer-centricity as the foundation. Join this session to learn:

How to utilise AI to revolutionize the customer experience

Bridging qualitative and quantitative data points for robust decision-making

Translating expectations from the traditional travel agency into the modern OTA experience

Check out the incredible speaker line-up to see who will be joining Jo.

Download The Latest Agenda

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