Maximising Resources – Embracing Change – Winning the Customer
The battle to win over the customer is real. In a world where customers expect personalised, instant and increasingly unique yet consistent experiences, companies are under pressure to keep innovating to stay ahead of the game and to ensure that they can meet the requirements and demands of the modern traveller. We have evolved our agenda to provide a spotlight on how leading companies in the travel and hospitality industries have adopted new processes and procedures to handle the increasing customer demands. With more interactive discussions and networking opportunities than ever before, you will be able to delve into these success stories as well as learning how to drive change and improve customer experience.
Join over 70 leaders in customer experience and leading companies innovative solution providers to discover new ideas and make new connections across a productive two day Exchange!
Meet The Speakers
Chief Executive Officer & Co-Founder of Booking.com
Head of Automation and Optimisation
Director Guest Experience & Product Definition
Thomas Cook Hotels & Resorts
Executive Vice President Customer Experience
Chief Marketing Officer
Millennium Hotels and Resorts
Head of Service Design, CS Digital Innovation & Self Service
General Manager Customer Experience
Head of Customer Service
Head of eCommerce
Head of Insight & Planning
Global Head of Customer Experience
General Manager Customer Excellence
Jet2.com and Jet2Holidays
Head of Customer Experience & Service Transformation Strategy
Avis Budget Group
Head of Customer Strategy, Customer Directorate
Rail Delivery Group
Director Customer Experience
Head of Customer Care, Digital Licensing and Stadium
Director Customer Experience & Insights
Director, VIP & Global Concierge Service Excellence
Strategical Advisor for Global Contact Centers
Radisson Hotel Group
Head of Digital and CX
SVP & Global Commercial Director
Head of Aviation Marketing, Cargo and Customer Experience
Amsterdam Airport Schiphol
Diversity and Inclusion Consulting Lead
Vice President Marketing Northern Europe
Co-founder and CEO
Chief Information Officer
“Good location, balanced program, good mix of presentations and one to one meetings.”SVP Customer Experience, KLM
“Very good Exchange, really worth it and would love to participate next year, thanks for the opportunity”Global Customer Experience Director, Melia Hotels International
“Well organised exchange with valuable insights and great networking opportunities. The level of attendees and relevance exceeded other events I’ve attended recently which made two days out of the office very worthwhile!”Group Director of Brand Loyalty, Jumeirah Group
Who Attends the Customer Experience for Travel and Hospitality Exchange?
Who Can You Expect to Meet?
Chief Customer Officers, SVPs, VPs and Directors of Customer Experience will be attending from leading travel and hospitality brands from across B2B and B2C sectors. We qualify all attendees on job function, strategic responsibility, decision making power and budget to ensure you’re guaranteed to meet and engage with an elite group of customer experience leaders.
Hotels & Resorts
Featured Content view all
Travel & Hospitality Report: Connecting The Customer Experience Dots
ver the last 6 months, senior executives from across the travel and hospitality industry have had their say regarding the challenges
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 actual..
Guest Service At Disney: Surprising & Delighting Guests At Every Touchpoint
Bob Simmonds, Senior Vice President, Worldwide Travel Operations, Disney Destinations, shares Disney’s perspective..
Visit the resource centre for more free reports, eBooks, infographics, interviews and more!
Find out what the CX Exchange for Travel and Hospitality is really like
Topics of Discussion
Ensuring your organisation is there for the customer in real time regardless of channel
Maximising loyalty to ensure a profitable relationship with customers
Anticipating preferences to deliver a personalised experience
Creating moments that turn flippant customer into forever customers