In this keynote presentation, we will offer an overview of the critical macro issues likely to impact the travel and hospitality sector in the short / medium-term, how these will change customer experience expectations, and give you valuable insight into how to plan your future strategy with these in mind. This key session will consider:

• What is influencing customer expectation and loyalty in today’s travel and hospitality field, and how is this changing the market?
• What strategies are succeeding in the current market, and what is the secret behind this success?
• How can a drive towards a more sustainable T&H sector survive in a world of lower customer budgets and higher expectations?

Nitya Chambers

SVP of Content / Executive Editor
Lonely Planet

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The ability to easily connect your customers and workforce seamlessly, and securely, is an essential for offering consumer resolutions. Join us to explore the potential application of fraud prevented AI and automated user journeys for swift results.

• Defining customer and workforce identities
• Orchestrating superior user experiences
• Automating user journeys and preventing fraud with the power of AI

Benjamin Franklin once famously stated that the only two things you could be certain of in the world are “Death and Taxes”. In the world of travel and hospitality, you can add to that an ever-increasing set of customer expectations – meaning that, to simply maintain market position, companies in this sector need to continually strive for improvement and adapting to new customer needs. In this critical panel discussion, key sector leaders will consider how to maintain this momentum, whilst considering:

• Navigating the cost-of-living crisis; taking changing customer behaviours into account in your approach to the customer, in a world of ever-increasing costs
• Measuring the impact of excellence in this field; is it ever possible to get a true ROI on the investments made in people and technology which make your CX a success?
• Embracing a "phygital" approach to ensure continued customer connection across all channels
• What impact can a clearly defined brand have in your overall approach – why is this so valuable, and how can it be measured
• What role can automation and technology implementation have in a seamless customer experience?

E.J. (Boet) Kreiken

former CXO, KLM / former CEO KLM Cityhopper Airline
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Nyssa Packard

Senior Director - CX
Skyscanner

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Igor Novakovic

Senior Director, Brand Management Focused Service Brand, EMEA
Hilton Hotels

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AI and Generative AI are revolutionizing the travel and hospitality industry. In this session, we'll explore how these advanced technologies are shaping the future of travel by creating seamless and personalized experiences. We will showcase cutting-edge tools and practical applications that drive innovation and enhance customer interactions. Gain valuable insights into how AI and Generative AI are redefining service excellence and setting new industry standards.

Learning Objectives

• Experience demonstrations of cutting-edge tools and technologies transforming travel and hospitality customer experience.
• Understand how Gen AI & AI can ride with existing technology stack to enhance customer & agent experiences and improve operational efficiency.
• Gain valuable insights from the session to help improve customer interactions, and ultimately enhance the overall experience you provide to your customers.

Siddharth Ghandi

Corporate VP - Digital Transformations
WNS

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Whilst customer interactions happen all the time, and the impression customers have of a company or brand is continually shaped by these interactions, “moment of truth” interactions exist as a unique way to influence what a customer feels about your brand. Maximising these opportunities is critical; miss this opportunity and you can lose a customer for the future; get these right and the outcomes can be significant.

This expert-led presentation will outline how to get the best potential outcome from these unique interactions, and will focus on:

• How will an emphasis on these interactions impact your business; what are the potential benefits from putting your focus here?
• How can you ensure your moment of truth interactions remain consistent across all channels?
• The value of automation in speeding up resolutions; making the case for technology to offer immediate resolution at times of crisis, and offering a roadmap for where / how to deploy these solutions

John Thompson

CRO
IGT Solutions

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