Download customer insight in the travel industry

CUSTOMER INSIGHT IN THE
TRAVEL INDUSTRY
ABTA Ltd
Venue: UK Chamber of Shipping, 30 Park Street, London, SE1 9EQ
09.30
Registration and coffee
PROGRAMME
09.50
Welcome from the conference moderator
10.00
10.20
10.30
10.55
11.15
11.25
11.55
12.20
12.40
12.50
Brian Weston, Director of Research and Insight,
Institute of Customer Service
Knowing your customer
Opening address
 The digital influence on the customer journey
 Disruption in the market
 How should travel companies respond to this
challenge
Andy Gauld, Director, Consulting, Deloitte
Questions and discussion
Understanding the customer journey
 Analysing the journey to identify trends in
consumer needs, behaviours and expectations
 Using innovative mapping techniques to ensure
service provision supports user needs
Jeremy Ellis, Marketing and Customer Experience
Director, TUI UK and Ireland
The role of Millennials in driving change in the
holiday market
 Understanding Millennials attitudes and
expectations
 Engaging with this segment
 Using social media analysis to explore how
Millennials relate to holiday bookings and
experiences
Bradley Taylor, UK Head of Brand and Customer
Experience, GfK
Questions and discussion
Tea and coffee break
Profiling your customer
 Mapping customer habits to identify segments
and build accurate profiles
Rachel Angell, Performance Improvement Manager,
The Dorchester Collection
Using technology and tools to understand your
customer
 Behavioural analysis - tools and techniques
 Profiling your customers and mapping customer
habits
 Insights into action
Jasman Ahmad, Planning Director, Accord
Questions and discussion
Lunch
Headline sponsor
13.40
14.05
Date: 24 April 2017
Improving the customer experience
Putting the customer at heart of your business
 Driving cultural change to continually improve
and adapt to meet customer demand
 Turning a business philosophy into a reality for
customers
Kathryn Darbandi, Director of Retail and Customer
Experience, Thomas Cook
The journey from agent to retailer
 What can our industry learn from top trends in
retailing to turn customers into fans?
 Improving customer experience from research
to sales conversion in a multi-channel world
 Strengthening loyalty through intelligent use of
data and personalisation
Liz Emmott, Director, Amadeus
14.25
14.35
15.00
15.05
15.25
15.50
16.00
16.30
16.55
17.00
Questions and discussion
Using real-time data to provide a seamless travel
experience
Mark Gubbins, Business Performance Manager,
British Airways and Tobin Sparrow, Client Director,
Maru/edr
Questions and discussion
Tea and coffee break
Channel engagement
Optimising multi-channel engagement
 Understanding how and when customers want to
connect with you and how to engage
Dean Harvey, Marketing Director, Kuoni
Questions and Discussion
Panel discussion: the in-store experience
Moderator: Victoria Bacon, Director of Brand and
Business Development, ABTA
A 10-minute presentation followed by a panel
discussion with speakers from the day
Using customer insight to improve the in-store retail
experience
 Measuring and improving the customer
experience in-store
 Attracting visitors and converting into customers
 Integrating online and offline retail
Daniel Buckingham, Head of Retail, Virgin Holidays
Questions and discussion
Close of conference and drinks reception
Co-sponsor
CUSTOMER INSIGHT IN THE
TRAVEL INDUSTRY
ABTA Ltd
Venue: UK Chamber of Shipping, 30 Park Street, London, SE1 9EQ
Date: 24 April 2017
ABTA’s Customer Insight in the Travel Industry conference explores how to gain insight into your customer at every touchpoint
and how to use this intelligence to segment target markets, personalise experiences and influence customer decision making.
This practical one-day conference is tailored for those working in travel, including large and small firms. Leading travel marketing
and data analytics experts will demonstrate how to capture, measure and store valuable insight. Use this insight to understand your
customer, predict their behaviour, personalise services, understand and engage lucrative markets and secure long-term loyalty.
Consumer behaviour in the travel industry is rapidly changing and numerous advances in technology are putting customers in
control. In a competitive travel market, it is vital that you understand your customers and use this insight to continually improve
your customer’s experience.
What attendees will learn?
 Building effective journey maps to improve customer interactions
 Analysing customer data to identify segments (e.g. millennials, families, over 50s) and creating accurate profiles
 Using data to offer a personalised and customised travel experiences
 Using insight to improve brand loyalty
 Measuring and using customer feedback to drive improvements in service delivery
 Channel management - understanding how and when customers want to connect with you and how to engage
Why should you attend?
 To get an update on customer trends and market segments in travel
 To hear real-life industry examples from leading travel industry marketing and insight experts
 To get guidance on how to create actionable insights through the use of data analytics
 To find out more about innovative mapping and behavioural analysis techniques
 To review the channels you are using to engage and understand your customers
 To hear best practice advice on how to measure and improve the customer experience, personalise services, build loyalty
and engage target markets.
Who should attend?
The event is ideal for anyone working in the travel industry including large and small firms in travel, aviation and hospitality;
• Managing Directors, Senior Managers
• Marketing teams including digital, retail
• Customer experience and insight teams
• Data analytics and research teams
• SEO/Website/ CRM Teams
ABTA Members benefit from discounted rates. Non-members working in the travel industry are encouraged to attend.
ABTA Member/ABTA Partner rate: £245 plus VAT, Non-member rate: £365 plus VAT
Headline Sponsor
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