Day One: Tuesday May 22, 2007

09.00 - 09.15 Chairman's Welcome Speech

• Paul Richer, Senior Partner, Genesys - The Travel Technology Consultancy

09.15 - 10.45 Session One: Presentation and Panel

CRM In A Changing World - How Is CRM Evolving Into Customer Experience Management?

• What is the real meaning of CRM?
• Are the fundamentals of CRM actually changing or is it still about capturing the online shopper and delivering value?
• Is Customer Experience Management (CEM) an evolution of CRM or should they be treated as separate and distinct departments?
• Hear how the world's leading travel companies have balanced their marketing budget between marketing communications and the customer experience. How do they validate their investments in these two areas?
• How do you measure the impact of providing an 'experience' compared to simply providing a service? Does an experiential service really drive loyalty?
• Is CEM a passing fad or a widespread change in the way that business will be conducted?
• What obstacles prevent hotels and airlines from implementing a truly memorable experience? How can these be overcome?
• Nearly all travel companies have implemented some kind of CRM strategy, but what will CRM v2 look like? Where do we go from here?

• 9.15 Robert Bryant, Partner, Deloitte
• 9.45 Matt Tusan, VP EMEA Vertical Programs, RightNow Technologies
• 10.00 - 10.30 Panel Debate

10.30 - 11.00 Networking coffee break

11.00 - 12.30 Session Two: Presentations and panel

Engage Your Customers Through Personalisation, Customisation And Relevance

• Personalisation and customisation do not work for every travel company. Discover which companies are best suited to offering a personalised or customised approach. Which is right for your particular business?
• How effective is personalisation as a conversion and retention tool? How can you measure it?
• Listen to companies' who are creatively collecting, storing, disseminating and utilizing data to enhance the customer experience one interaction at a time in order to build relationships
• How can you use customer analytics to gain demographic insights and segment your market whilst still treating each customer as unique?
• What are the practical challenges in designing and implementing a more personalized approach?
• Find out about new technologies that can make personalised selling more effective and easier to implement. What are the major pitfalls?

• 11.00 Miquel Moyà Porcel , Director, Loyalty Programs and Sales Planning, Barceló Hotels & Resorts
• 11.15 Daniele Mancini, Director e-Business Development, Costa Cruises
• 11.45 - 12.30 Panel Debate

12.30 - 1.30 Lunch and networking

13.30 - 14.00 Keynote presentation:

Creating A Preferred Channel: How To Improve Your Website Functionality And Appeal To A Broad Range Of Global Customers

• Hear how Delta have created consumer self-service solutions for the entire travel experience
• Understand the impact of providing locally and personally relevant content in the customer's language of preference
• How can offering alternative payment solutions help you appeal to a broader range of customers?
• Synchronize your website with your CRM strategies and capabilities
• Tips on managing the process of innovation - How do you create a culture of change with internal support functions?

• Thomas Brandt, General Manager, Delta.com & Self-Service - International, Delta Air Lines

14.30 - 15.30 Session three: Presentations and panel

Retain Customers By Consistently Delivering Your Brand Promise

• Define what is meant by a "brand promise"?
• How do you know if you are delivering the brand promise? How can you measure it?
• Consistency when delivering the brand promise is vital. Are you consistent with your brand messaging across all customer touch points, regardless of channel?
• How do you train your employees to provide a distinct service, in keeping with your brand promise?
• Understand why CRM is about creating a memorable experience and differentiating your brand - not simply tracking and technology

• 14.30 Max Yousaf, Head of Sales EMEA, Octopustravel.com

15.30 - 16.00 Networking coffee break

16.00 - 17.30 Session four: Presentations and panel

Discover How Integrating CRM With Pricing And Revenue Management Can Maximize Revenue

• See how RM and CRM can be integrated in a mutually beneficial relationship
• Can sensitivity to price be minimized through an optimized CRM strategy?
• Ensure that CRM and RM work together to increase customer loyalty
• See how integrating loyalty programs with PMS and RM models can boost sales
• How do you tackle the issue of including taxes and fees in the advertised price without being put at a disadvantage?
• Should the industry develop a consistent approach which allows customers to compare prices quickly and accurately?
• Can Revenue Management be used to target specific consumer groups and isolate high value consumers?
• How can you reward guests for planning ahead? See how forecasting can be utilized to promote unsold inventory to certain customer segments at specific times to generate additional revenue
• How do consumers act differently when they are able to forecast prices themselves? How does empowering consumers in this way affect conversion rates?

• 16.00 Juston Parker, CEO, Parker Hospitality Group
• 16.15 John Waddington, Revenue Management Manager, Eurostar and Kara Livingston, Head of & E-Commerce & Customer Management, Eurostar
• 16.45 Frank Komen, Revenue Manager, NH Hotels
• 17.00 - 17.30 Panel Debate

17.30 - 17.40 Chairman's Summary

• Paul Richer, Senior Partner, Genesys - The Travel Technology Consultancy

End of day one and cocktail party

Day Two: Wednesday 23rd May 2007

09.30 - 09.45 Chairman's welcome speech

• David Bryon, Aviation and Media Consultant & former MD, bmibaby

09.45 - 10.15 Expert industry analysis:

Loyalty Trends 2007: Customer Loyalty In A Disloyal World

• It's not about Loyalty; it's about Customer Insight and Development.
• Understanding the new scarcities: Time, Attention, Trust
• The polarising face of the retail travel market and what that means for customer insight.
• The Journey from Data to Intelligence

• Peter Wray, Director and Chairman, loyaltymatters.com and CM4P

10.15 - 10.45 Networking coffee break

10.45 - 12.15 Session five: Presentations and panel

Find Out How Online Travel Intermediaries Have Succeeded In Creating Industry-Leading Customer Loyalty

• See how the Online Travel Intermediaries (OTIs) are using their CRM strategy to differentiate their brand in a highly competitive market
• How can OTIs position themselves as trusted advisors using education and knowledge as CRM tools?
• Understand how the OTIs are using customer insights to identify their customer service strategy
• Are consistent pricing policies and best price guarantees effective in creating loyalty for the OTIs? How are they integrating RM and Pricing with CRM?
• Hotels would rather not award points for discounted rooms that they sell through OTIs, but OTIs would like to strengthen their position by offering hotel loyalty program points. How do the OTIs intend to overcome this issue and what is their strategy for the future?
• OTIs are half as likely to get repeat business compared to hotels own brand websites (Keynote Systems) - 46% said they would book again with an OTI. How are the OTIs achieving this? What can you learn from them?

• 10.45 Simon O'Flynn, Commercial Director, lowcosttravelgroup.com
• 11.00 Hugo Burge, Vice Chairman and Head of International, Cheapflights.co.uk
• 11.15 Sotiris Damianos, Sales & Marketing Director, Hotelopia
• 11.30 - 12.15 Panel Debate

12.15 - 12.45 Expert industry analysis:

The European Airline Industry: Optimizing Electronic Communication In A Self-Service Industry

• Achieving a clearer understanding of key digital channels European airlines can use to effectively communicate with their customers
• Benchmarks for the European online airline industry to facilitate the 'electronic passenger journey'

• Dorothee Vogel, Research Analyst, JupiterResearch

13.00 - 14.30 Lunch and networking

14.30 - 15.30 Session six: Presentations and panel

Learn How To Implement And Manage A Profitable Loyalty Program

• How do you assess the effectiveness of your loyalty program?
• How do you make your loyalty program relevant to a global marketplace?
• Even though the airlines and hospitality industries are the pioneers of the loyalty program the majority of them are not profitable. How can you improve your loyalty program so that it actually boosts revenue?
• What is the best way of creating loyalty? Is keeping your customers satisfied enough, or do you need to implement a structure loyalty program?
• How can you leverage cost efficient technology and customer data modeling to drive loyalty amongst customers?
• How can you reduce the cost of implementing and operating a loyalty scheme?
• Is a tiered loyalty system really an effective way of increasingly loyalty?
• Hear from companies who don't leverage point programs as the foundation of their marketing initiatives
• What technology exists to enable you to manage an effective loyalty scheme?

• 14.30 Iain Webster, Senior Manager, Customer Loyalty, Qatar Airways
• 14.45 Gavin Hawthorn, Director Of Relationship & Multi Brand Marketing, InterContinental Hotels Group
• 15.00 15.30 Panel Debate

15.30 - 15.45 Chairman's Summary

• David Bryon, Aviation and Media Consultant & former MD, bmibaby

End of conference

Please note, all attendees are also invited to attend the following events at the Travel Distribution Summit:

17.00 - 17.45 Speed Networking