In a world where customers are given greater-than ever choice, and where higher expectations lead to a lower margin of error, it’s more critical than ever to create “stickiness” with your client base. Identifying how to increase engagement - beyond loyalty rewards and the like – can be the key to maximising lifetime customer value

A key differentiator in today’s market is how a brand is defined, and the values the company holds – and when this resonates with a customer, it creates a new level of loyalty. This session will look at how to create, and maintain, such a market position, and will discuss:

• A true brand identity is more than marketing; ensuring you have commitment throughout the business to stick to your identity
• How can your brand add value to a customer’s experience?
• Moving beyond just storytelling; ensuring all your actions throughout the organisation are aligned with your brand values

Franck Kermarrec

Chief Growth Advisor
GLOBAL HOTEL ALLIANCE

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Based in Santiago, LATAM Airlines are the largest airline in Latin America, having been formed in 2012, with the LATAM brand launched in 2015 as a result. Employing over 35,000 individuals, they transport over 75 million individuals per year, making them one of the world’s largest in this sector.

Naturally, this required a new brand identity, and creating something which resonates across LATAM Airlines core market has not been a straightforward project. Latin America compromises many different cultures, languages and countries, and as such, creating and maintaining one unifying presence – especially in the face of legacy brands and operations – is a somewhat unique challenge to overcome.

Join Dominic Purvis, SVP Product and Customer Experience of LATAM Airlines, as he gives insight into the work which continues to be done to accompany LATAM Airlines growth within the region, driving a single brand across such different markets.

Dominic Purvis

SVP Product and Customer Experience
LATAM Airlines

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Mövenpick Hotels and Resorts are one of the world’s leading hospitality brands, with a long history and deep resonance across certain geographical markets. Hosting more than 6 million guests each year, their 128 properties are present in 38 countries – and significant growth is in the pipeline.

However, as a brand with a significant history, successfully re-shaping this for 2024’s customer is a challenging undertaking – one familiar to many who will join the CX Travel and Hospitality Exchange in 2024. Join us to hear from Julian Darisse, Mövenpick’s Global Brand Experience Director, on how he is meeting this challenge by identifying what needs updating, understanding where the heritage is critical and ultimately creating a brand experience which will be globally consistent across all areas of the customer journey.  

Julian Darisse

Global Director - Brand Experience
Movenpick Hotels and Resorts

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In a competitive, price sensitive, market, a key differentiator can be offering a level of service that sets you aside from your key competitors. However, an enhanced customer experience often comes at a price – this session will uncover cost-effective methods to move towards a more luxury approach and gain a competitive advantage in your sphere.

What are the key areas to focus on when trying to elevate your service levels to a “luxury” approach?

What types of technology can help deliver this approach, and how can they be introduced alongside or replace your existing tech stack? Where is it most worth focusing your time and resources to make the greatest difference

In addition to technology, what can the broader market take from the luxury brand approach to great customer experience and long-term relationship building?

Olga Kovshanova

Global Director, Digital Sales
Minor Hotels

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The significance of customer loyalty is obvious; when successfully deployed, it can lead to improving repeat business rates, enhanced brand advocacy and – therefore – greater revenue generation and continued growth

However, customer behaviour changes continually, and customer loyalty plans need to adapt to keep pace with these changes. This panel session will consider what you can do to ensure maximise loyalty in an increasingly competitive world

Embracing personalisation and customised travel experiences to drive greater levels of customer loyalty - how can technology and data driven insight make the difference here?

What impact will the current cost-of-living crisis have on the approach to customer loyalty?

How can a focus on responding to feedback drive enhanced brand loyalty?

Divya Kerslake

Former Head of Customer Strategy
Virgin Red

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Yannick Brandner

Director, Corporate Loyalty
Kempinski Hotels

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Helga Huld Bjarnadottir

Director - Customer Experience and Loyalty
Icelandair

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The use of technology to drive automation and enhance service levels within customer contact centres is a strong business growth and service level driver. Nuanced deployment of this technology can improve overall customer experience, and this session will consider where to find the sweet spot between human interaction and automation for your customer contact centre:

• How can the deployment of technology within contact centres make a tangible difference to service levels?
• Successfully blending Contact Centre and CRM technologies to optimise the client relationship and deliver a genuinely personalised experience
• How does a changing technology environment impact the core skills needed for customer centre staff?

Alexandra da Silva Rodrigues

Global Head - Reservations and Customer Service
Generator

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Rachel Connolly

Head of B2B Experience
Addison Lee

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In this interactive session, you will get a chance to reflect on the core discussions over the past three days and learn what you need to deliver a great CX to make sure your technology investment makes an impact. You will cover how to: 

• Identify and establish the value of CX to your organisation  
• Create clarity on your customer culture through consistency and accountability 
• Understand the right measurements for your business 
• Empower your people to innovate through experience design, data and insight

Vinay Parmar

Founder
Dhruva Star

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