Day One, April 30, 2018 – Digital Game Changers: Creating Better Digital Experiences For The Customer

7:30 am - 8:30 am Continental Breakfast & Registration In The Social Zone

8:30 am - 8:40 am Welcome Remarks

Charleen Ring, Program Director,Digital Travel

Charleen Ring

Program Director
Digital Travel

8:40 am - 8:45 am “Oscar Selfie” Icebreaker Challenge

8:45 am - 9:00 am Chairperson’s Opening Address

Christi Olson, Head of Evangelism,Microsoft

Christi Olson

Head of Evangelism

9:00 am - 9:20 am Opening Keynote – The Connected Experience

Michael Marino, Senior Vice President & Chief Experience Officer,Caesars Entertainment
When it comes to creating better digital experiences, brands must continue to evolve to meet ever-changing customer demands. Caesars Entertainment has embraced this shift  by creating an integrated connected experience for their guests. Michael Marino, SVP Customer Loyalty & Chief Experience Officer, provides a look at how Caesars is creating memorable connected  experiences through multiple channels,  including its award winning mobile app. 
•Connecting customer to on-demand access to service 
•Providing personalized customer offers 
•Selling distressed inventory 

Michael Marino

Senior Vice President & Chief Experience Officer
Caesars Entertainment

9:20 am - 9:40 am Fireside Chat: How Delta Puts Customers First

Scott Struletz, General Manager, Digital Content and Optimization,Delta Air Lines
In this Fireside chat, Scott will share the latest products and innovations Delta Air Lines is launching in order to respond to customer demands, while touching on:

  • The Delta Air Lines approach to UX
  • Gleaning insights from data to help drive a digital strategy
  • Incorporating the voice of the customer

Scott Struletz

General Manager, Digital Content and Optimization
Delta Air Lines

9:40 am - 10:00 am High Tech for High Touch: Digital Storytelling in a Millennial World

Felicia Yukich, Vice President, Global Brand Marketing,Four Seasons Hotels and Resorts
Technology is increasingly consuming travelers’ lives and they are all ruled by the algorithm. Now more than ever, users expect personal, seamless, connected experiences both online and offline and they engage with authentic and deeply personal stories. This is especially true for affluent millennials. Four Seasons has focused its digital and social efforts to project its unique brand belief in fresh ways and build direct relationships with existing and new audiences. This session will address: 

•Inspiring travel and connecting with guests in a mobile and social world 
•Optimizing UGC and influencer content to amplify your message 
•Omni-channel content strategy to cut through the clutter 
•Using digital to meet guests where they are 


Felicia Yukich

Vice President, Global Brand Marketing
Four Seasons Hotels and Resorts

10:00 am - 10:40 am Rokt n Roll Networking Break In The Social Zone

10:40 am - 11:00 am Authenticity and AI in the Age of Social Influence

Jose Canelos, Senior Manager, Digital Product Development,Leading Hotels of The World
Social content has become the new travel agent. Stackla's recent consumer data report revealed that most people now seek authentic content on social media for travel inspiration and validation. Although this abundant source of influential and visual travel content is at travel marketers’ fingertips, the sheer magnitude and pace of user-generated content (UGC) creation make it challenging to effectively leverage at scale. 

In this talk, you’ll learn:

  • The data behind travelers’ posting and purchasing habits
  • How machine learning technology has helped Leading Hotels of the World discover, sort, display and recommend personalized content experiences at every customer touchpoint
  • Real-world examples of how LHW and other global travel brands are using these insights and tools to drive real results

Jose Canelos

Senior Manager, Digital Product Development
Leading Hotels of The World

Today’s customers are digitally savvy. From smart phones to smart homes, they are accustomed to having anything they need just a swipe or a voice command away, and more travel brands are focusing on customer-facing digital in order to elevate the in-trip experience at every touchpoint. Our panel of CX and digital user experience experts will discuss the benefits of technology to not only elevate the overall experience for the customer, but also to generate data and information for the company. 

  • Using mobile and devices  to connect to your digital customer during the in-trip experience
  • Generating data from user-facing digital insights 
  • Looking ahead to digital concierge services, smart rooms and mobile capabilities

Rich Clayton

Vice President, Digital User Experience


Michael Marino

Senior Vice President & Chief Experience Officer
Caesars Entertainment


David Tutin

Manager, SEO


Casey Martin

Senior Director, Client Partnerships
Oracle Data Cloud

11:40 am - 11:50 am Innovation Spotlight: Book Now, Pay Later

Sara Wyman, Vice President, Travel,Affirm Inc.

Sara Wyman

Vice President, Travel
Affirm Inc.

11:50 am - 12:10 pm Connecting with Travelers Where Journeys Happen

Colleen Coulter, Industry Manager, Travel Suppliers,Facebook
Mobile has fundamentally disrupted the travel industry. It is playing an increased role in travel inspiration, planning and booking, and is ultimately collapsing the path to purchase funnel. As a result, travelers are increasingly looking to social media to discover new destinations and brands and share experience. Join Colleen Coulter, Industry Manager, Travel Suppliers at Facebook, as she discusses how travel businesses are transforming their relationships with their customers through personalized video, booking generation and customer experiences.

Colleen Coulter

Industry Manager, Travel Suppliers

12:10 pm - 1:10 pm Lunch For All Attendees

12:10 pm - 1:10 pm Private Invitation-Only Lunch, Hosted by Content Square

Small-group roundtable discussions: Choose 2 (30 minutes each).

1. Optimizing And Expanding With Programmatic Media
Angie Arnspiger, Vice President of Business Development, NaviStone

2. The Future Of AI Marketing
Christi Olson, Head of Evangelism, Microsoft

3. Deconstructing the Complex Traveler Customer Journey
Jamey Bainer, Director, Strategy & Planning, PACIFIC

4. The New Age of Experience: Understanding Customer Mindsets
Speaker TBD, ContentSquare

5. How Brands like Amazon, Spotify and Lowe's Win at Loyalty
Sai Koppala, Head of Product and Marketing, SheerID

6. AI and Chat for International Travel
Ravi Raj, CEO & Co-Founder, Passage.AI

7. Leveraging Data to Determine Travel Intent
Tom Stork, Senior Director, Digital Media, AccuWeather

Angie Arnspiger

Vice President, Business Development


Jamey Bainer

Director, Strategy & Planning


Christi Olson

Head of Evangelism


Sai Koppala

Head of Product and Marketing


Ravi Raj

CEO & Co-Founder


Tom Stork

Senior Director, Digital Media


Kristin Heaney

Sales Director, Travel Industry

2:10 pm - 2:25 pm Fifteen Minute Stretch

Track A: Mile High Innovation In The Sky
This track is designed for, but not limited to, digital marketers, ecommerce and customer experience professionals in the airline vertical.

Track A: Mile High Innovation In The Sky

2:25 pm - 2:35 pm Chairperson’s Opening Address
Ashley Robinson, VP Travel,Rokt


Ashley Robinson

VP Travel

Track B: The Digital Concierge – Hotelier Focus Track
This track is designed for, but not limited to, digital marketers, eCommerce and customer experience hoteliers.

Track B: The Digital Concierge – Hotelier Focus Track

2:25 pm - 2:35 pm Chairperson’s Opening Address
Kenneth Purcell, Founder & CEO,iSeatz


Kenneth Purcell

Founder & CEO

Track A: Mile High Innovation In The Sky

2:35 pm - 2:55 pm Case Study: A Digital Dialogue With Our Customers
Jaron Millner, Head, Digital Platforms,Finnair
In the process of building a digital platform to connect with their customers, Finnair has recently gone public with numbers and learnings.

  • Building a mobile-web experience 
  • Onboarding, ancillaries and how it ties into the digital dialogue with customers
  • The future of mobile for Finnair
  • Looking at engagement and numbers

Jaron Millner

Head, Digital Platforms

Track B: The Digital Concierge – Hotelier Focus Track

2:35 pm - 2:55 pm The In-Between: Navigating How Hotels Optimize Third Parties But Increase Direct Share
Inderpreet Banga, Senior Director, eDistribution Strategy and Commissions Systems,Wyndham Hotel Group
  • Expanding hotel reach and optimizing share with third parties
  • Gaining insight from the OTAs to drive direct
  • Focusing on Star Ratings to increase revenues

Inderpreet Banga

Senior Director, eDistribution Strategy and Commissions Systems
Wyndham Hotel Group

Track A: Mile High Innovation In The Sky

2:55 pm - 3:25 pm PANEL - The Future of Airline eCommerce: UX Edition
Shannon Harrison, Director, eCommerce UX,United Airlines Dirk Schreier, Senior Director, Online Sales UX Design & Analytics Lufthansa Hub Airlines,Lufthansa
The complex relationship between airlines and customers is ever-changing  –  especially with advancements in technology that dictate the way we as an industry engage with passengers.

This conversation will delve into the intricacies of the airline-passenger interactions and how brands can step up their game to meet customer expectations.

  • Merchandising and eCommerce 
  • Conversations via social media
  • The line between AI and human interaction – and how to find balance
  • Generating new customers from touchpoints 
  • How will messaging apps impact this

Shannon Harrison

Director, eCommerce UX
United Airlines


Dirk Schreier

Senior Director, Online Sales UX Design & Analytics Lufthansa Hub Airlines

Track B: The Digital Concierge – Hotelier Focus Track

2:55 pm - 3:25 pm Panel: Touch-Points For Success For The Boutique and Independent Hotel
David Shenman, Director, Sales & Marketing,Lotte New York Palace Hotel Debbie Johnsen, Digital Marketing Director,The Watergate Hotel James Johnson, Vice President, Account Planning,Exponential
  • Competing with the big chains 
  • Engaging boutique hoteliers to use the tools at hand effectively (most do not)
  • Navigating the new technology landscape and understanding the future of mobile innovations

David Shenman

Director, Sales & Marketing
Lotte New York Palace Hotel


Debbie Johnsen

Digital Marketing Director
The Watergate Hotel


James Johnson

Vice President, Account Planning

Track A: Mile High Innovation In The Sky

3:25 pm - 3:45 pm Case Study: From Day 1 To Take Off – Starting An Airline From Scratch
Ahmed Elemam, Digital Transformation Consultant,WestJet
Always one of Digital Travel’s most engaging and compelling speakers, Ahmed Elemen has taken on the daunting task of starting a new airline from scratch. He will share:

  • What day 1 looks like from paper to reality of a new airline 
  • The psychology behind choosing a name
  • Partnering with the right vendors 

Ahmed Elemam

Digital Transformation Consultant

Track B: The Digital Concierge – Hotelier Focus Track

3:25 pm - 3:45 pm Case Study: Catching Up With Rose, The Cosmopolitan Hotel And Casino’s Chatbot
Mamie Peers, Vice President, Digital, Social, eCommerce,The Cosmopolitan of Las Vegas
At last year’s Digital Travel Summit, Rose seduced the audience with her flirtatious and mischief-making antics. I know what you’re all thinking, but it’s not what it sounds like! Rose is The Cosmopolitan of Las Vegas’ chatbot, recently launched to help guests navigate the resort and discover surprises around every corner. Mamie Peers, VP of Digital is back to update you on new and exciting chatbot developments at Las Vegas’ most luxurious hotel.

  • Updates on chatbots and how they’re continuing to be backed by employees to deliver an intimate experience at scale 
  • Newest data and how guests are responding 

Learn the value of an SMS chatbot in the hotel & casino space 

Mamie Peers

Vice President, Digital, Social, eCommerce
The Cosmopolitan of Las Vegas

Track A: Mile High Innovation In The Sky

3:45 pm - 4:05 pm Case Study: High-Flying Virtual Content In The Sky
Robecta Ma, Vice President, Marketing,Cathay Pacific
This past July, Cathay Pacific launched a 360-degree mobile video ad. The airline has been integrating virtual reality content as a means of advertising  into their marketing strategy. Robecta Ma, VP or Marketing, will share a glimpse into what happens behind the scenes.

  • Translating virtual reality video into advertising
  • Navigating the in-flight experience with VR
  • Engaging customers and viewers  with VR

Robecta Ma

Vice President, Marketing
Cathay Pacific

4:05 pm - 4:45 pm “Beat The Heat” Networking and Refreshment Break

4:45 pm - 4:55 pm Innovation Spotlight

Brian Barth, Founder & CEO,UpLift

Brian Barth

Founder & CEO

How it works: We’ve carefully selected three of the most innovative and youngest start-ups on the market who are working tirelessly to help your brand win the booking. 

Each company gets 10 minutes to showcase their tool, data and projections in front of the entire audience -- plus 10 minutes of Q&A at the end. You as the audience have the final vote in who takes home the first annual “Digital Travel Summit Innovator’s Award.” 

The award will be given at the cocktail reception to follow.

To nominate a start-up, please contact

Yeojoon Yoon

Executive Vice President, International Business


Geoff Dodge

Chief Growth Officer


Andrei Faji

Director of Marketing & Customer Experience

5:40 pm - 6:40 pm Drinks Around The World Reception And Digital Travel Awards Ceremony In The Social Zone

Grab a drink (or two), some small bites, and mingle with your new friends and colleagues. At the end of the reception, we’ll announce the winners for the annual Digital Travel Awards. To nominate your brand in one of the below four categories, please contact Charleen Ring for steps to apply, at

  • Most Innovative Start-Up
  • Best Marketing Campaign From An Airline
  • Best Marketing Campaign From A Hotel Chain
  • Best Marketing Campaign From an OTA/Meta-Search Website

6:30 pm - 6:30 pm End of Day One