Digital Travel US 2019

April 08 - 10, 2019

Hyatt Regency Indian Wells, CA

1.888.482.6012

DAY ONE: Dreams & Plans, MONDAY, APRIL 8, 2019

7:40 am - 8:50 am Continental Breakfast & Registration for All Attendees

8:50 am - 9:00 am Welcome Remarks and Icebreaker

Krishna Patel - Program Director, Digital Travel Summit
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Krishna Patel

Program Director
Digital Travel Summit

9:00 am - 9:20 am KEYNOTE “You are Here” – Positioning Yourself with Respect to Ongoing and Future Trends

Eliot Hamlisch - Vice President, Worldwide Loyalty and Partnerships, Wyndham Hotels & Resorts
Staying on top of current events and changing consumer expectations is a balancing act akin to find your location on a map that is always moving.  We’ll start the mental journey into the strategic discussions of the next three days by thinking about:
•Things change every three months, what are recent developments of note and what can we expect next?
•When GDP drops, travel drops, what companies are doing to combat  uncertainty caused by trade problems
•Any new or pending mergers and acquisitions and their impact
•Pending disruption from players including Google and Amazon

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Eliot Hamlisch

Vice President, Worldwide Loyalty and Partnerships
Wyndham Hotels & Resorts

As we researched our program agenda it became clear: the cruise companies are the cool kids, and you want to hear from them!  Let’s set sail and explore though this discussion with a hop off, hop on again when it comes to the stuff of seafaring dreams including:
 
·         Wearables at sea
·         Leveraging relationships with travel agents
·         Forging strong relationships with customers across audiences
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Brian Barth

Founder & CEO
UpLift

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Andrea Shey

Director of Loyalty Marketing
Celebrity Cruises

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Jonathan Stephen

Manager of Digital Engagement
Norwegian Cruise Line

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Victor Hernandez

Director, Digital Marketing and CRM
Windstar Cruises

10:00 am - 10:20 am FIRESIDE CHAT From “S.O.S” to “Bienvenidos” - If You Don’t Like What People Are Saying, Change the Conversation

Nancy Trejos - Travel and Hotels Reporter USA TODAY Leah Chandler CDME - Chief Marketing Officer, Discover Puerto Rico
Upset travelers, massive delays, accidents, natural disasters – the travel industry deals with more than its fair share of negative press.   This session will delve into how Discover Puerto Rico has been taking the viral impressions generated in the wake of disastrous Hurricane Maria and turning them into a vehicle to share a new message aimed at rebuilding the island’s reputation and tourism economy.
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Nancy Trejos

Travel and Hotels Reporter
USA TODAY

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Leah Chandler CDME

Chief Marketing Officer
Discover Puerto Rico

10:20 am - 10:40 am CASE STUDY I Didn’t Know I Wanted That But NOW I NEED IT: Inspiring Customers to Add to Their Travel Experiences and Boost Ancillary Revenue

Jonathan Cherki - CEO, ContentSquare
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Jonathan Cherki

CEO
ContentSquare

10:40 am - 11:20 am #Cronuts #Caffeine #Conversation #NewInsights #Networking Break in the Solutions Lounge #Want

11:00 am - 11:20 am FIRESIDE CHAT The Best Vista Ever – Getting to the Lookout Point that Gives You a Clear View of Your Customer

Simon Lejeune - Head of User Acquisition, Hopper Alex Otrezov - Head of Search & Experimentation, Uber
This fireside chat  will feature a peer to peer interview on how each company  is leveraging customer data to get a fuller view of his/her needs as they prepare for or are actively traveling. 
•Considering how your offering may tie into the larger set of travel services needed    
•How can we get all the data, get all the nuances, read into that and make conclusions?
•Is AI real or a buzzword?
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Simon Lejeune

Head of User Acquisition
Hopper

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Alex Otrezov

Head of Search & Experimentation
Uber

11:40 am - 12:00 pm CASE STUDY Welcoming the Digitally-Savvy Chinese Traveler

Humphrey Ho - Managing Partner, Hylink Travel
In 2017, we saw over 129 million Chinese travel abroad. As an increasing number of Chinese set their sights on international destinations, how should your brand prepare for, and engage with, this burgeoning and technologically-advanced traveler? To be successful in the China market, it is imperative to understand the unique consumption patterns and evolving needs of this complex consumer. Humphrey Ho will offer an update on the Chinese traveler profile, share insights on their preferred activities and experiences, and how your brand can target them at all stages of their travel experience. 
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Humphrey Ho

Managing Partner
Hylink Travel

The struggle bus with the most seats in the travel industry these days seems to be the one for folks working to creating a customer data layer that they can really market from.  We’re talking the one that makes better personas, faster, so you can be smarter and more triggered in deploying personalized campaigns.  This is a global aspiration that is great in theory, “damn difficult” (in the exact words of your peers) to do in reality.  How can we begin to wrap our brains and arms around customer segmentation?

•You’re as old as you feel! It’s about more than millennials. If you really want to target you have to look at sub-segments and understand: its not age specific its behavior and interest specific.  
•How do you identify these people and leverage their info in your marketing tactics?  
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Brian Barth

Founder & CEO
UpLift

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Andrew Wilson

Executive Vice President & Chief Marketing Officer
Atlanta Convention and Visitors Bureau

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Michael Osborne

CEO & President
SmarterHQ

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Joyce Bliss

Global Marketing Director
Enterprise Holdings (National Car Rental and Enterprise Rent-A-Car)

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Wes Albaugh

Manager, Personalization
Hilton

12:40 pm - 1:40 pm #Networking #Lunch #Delicious

ROUNDTABLES: A highlight of Digital Travel, roundtable discussions are your best opportunity to deep-dive into discussions and idea-share with your peers. You pick 2 themes during this session.
 
ROUNDTABLE 1  You’re Not Alone – The Ups and Downs of Getting Started in E-Commerce
Discussion Leader: Marie Wickham, E-Commerce Officer, Qatar Airways
 
ROUNDTABLE 2 What Was Your Best Promo This Year, and Why? 
Discussion Leader: Brian Angello, Director of Marketing - Resorts & Cabins, The Dollywood Company
 
ROUNDTABLE 3 Eyes on the Prize: Getting Started When You Don’t Know What You are Doing
Discussion Leader: Oliver Dlouhý, Founder, Kiwi.com
 
ROUNDTABLE 4 Where is Your Revenue Coming From, and Where Are You Leaving Bookings on the Table? 
Discussion Leader: Brian La Monica, Director of Revenue Management, Distribution & e – Commerce, Hotel Plaza Athénée
 
ROUNDTABLE 5 Dominate Inboxes and Hearts with Proven E-Mail Marketing Optimization Tactics
Discussion Leader: Austin Bliss, President, FreshAddress
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Marie Wickham

E-Commerce Officer
Qatar Airways

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Brian Angello

Director of Marketing - Resorts & Cabins
The Dollywood Company

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Oliver Dlouhy

CEO and Co-Founder
Kiwi.com

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Brian La Monica

Director of Revenue Management, Distribution & e – Commerce
Hôtel Plaza Athénée

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Austin Bliss

President
FreshAddress

2:20 pm - 3:00 pm #MoreCoffee #MoreNetworking #CantBelieveAllThatIAmLearning #WishYouWereHere

Track A: Creating FOMO

3:00 pm - 3:10 pm Chairperson’s Afternoon Address
Dan Holowack - Co-Founder and CEO, CrowdRiff
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Dan Holowack

Co-Founder and CEO
CrowdRiff

Track A: Creating FOMO

3:10 pm - 3:30 pm CASE STUDY We Wanted to Be #1 on TripAdvisor… and Now We Are
Christine Loose - Group Director of Lodging, Kohler Co.
When it comes to strategic placement of your brand in the minds of would-be customers, social sharing and reviews are more important than ever.  Christine will share how she and her team set their sights on the top TripAdvisor listing in their market, and the steps they took to get there.
 
·         Applying Six Sigma strategies to create a strategy
·         Reframing “removing friction” in terms of minimizing guest discomfort
·         Training your staff to drive reviews without pitching guests

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Christine Loose

Group Director of Lodging
Kohler Co.

Track A: Creating FOMO

3:30 pm - 3:40 pm TECH STOP CASE STUDY Introducing A Specific Segment of Travelers to A Whole New World
Jamey Bainer - Director of Strategy & Planning, PACIFIC
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Jamey Bainer

Director of Strategy & Planning
PACIFIC

Track B: I'm Dreaming Of...

3:00 pm - 3:10 pm Chairperson’s Afternoon Address
Kenneth Purcell - Founder & CEO, iSeatz
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Kenneth Purcell

Founder & CEO
iSeatz

Track B: I'm Dreaming Of...

3:10 pm - 3:30 pm CASE STUDY Leaning into the Detours on the Way to Personalization: We’re Working On Doing Some of It, It’s Not Perfect, Here Are Our Learnings to Date
Jason Dahlin - Senior Director, Digital Commerce, Choice Hotels International
ChoiceHotels.com has been bringing their A Game to drive continuous optimization, usability, and revenue growth.  There have been some standout wins including 50% YOY revenue growth.  Like a perfectly photographed social media post, there’s more to this positive number than meets the eye, and a whole bunch of bloopers that don’t make it into the frame.  Jason is going to share how new initiatives to improve personalization have been going for his team, what they have learned, and how they plan to recalibrate their approach to get closer to their vision for serving their customers.
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Jason Dahlin

Senior Director, Digital Commerce
Choice Hotels International

Track B: I'm Dreaming Of...

3:30 pm - 3:40 pm TECH STOP CASE STUDY This Is Unreal – Spotting and Deterring the Nightmares of Fraudulent Bookings
Dean Locke - Head of Business Development, Riskified
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Dean Locke

Head of Business Development
Riskified

Track C: Small Group

3:25 pm - 3:40 pm LAYOVER: Protecting Your Company and Website from ADA Compliance Lawsuits
•Understanding the different overall requirements of ADA compliance given varying statutes
•Technical requirements including color contrast, label placement, keyboard accessibility, etc.
•Best practices for working with your developers

How Are You Redesigning Your Customer Experience to Reflect Evolving Digital Habits?
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Justin Erbacci

Deputy Executive Director - Chief Innovation and Technology Officer
Los Angeles World Airports

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Deanna Stacey

VP, Digital, Loyalty
Porter Airlines

Pulling over to take in the view is a key part of any trip. Pulling back from the day by day to think about issues from a macro level is an integral part of your company’s evolution. This track for senior level executives will provide a vista on digital strategy. Connect with peers and share your future facing thoughts on the next 3:30 turn in the road for the travel industry.

4:00 pm - 4:20 pm CASE STUDY: Brand Positioning as Picture Perfect as That Blogger’s Instagram Feed

Dan Holowack - Co-Founder and CEO CrowdRiff Nicole Brown - Senior Director, Brand Partnerships, TripAdvisor
Brand, platform, and online communities are providing exciting opportunities for people to connect and find travel inspiration.   This panel will share different ways they have been working to meet the would-be travelers needs to feel this sense of connection and promise when dreaming of or planning a trip. 
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Dan Holowack

Co-Founder and CEO
CrowdRiff

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Nicole Brown

Senior Director, Brand Partnerships
TripAdvisor

3:40 pm - 4:00 pm CASE STUDY: No Two Paths Are Alike - A Customer’s Journey from Dreaming to Loyalty

Deanna Stacey - VP, Digital, Loyalty, Porter Airlines
What does the complete customer journey at your company look like?  Whiteboard it out for the crowd and let us know how you have structured your customer’s experience when it comes to: 
•What message you send, at what time, across what channel
•What are you most proud of
•What would you most like to improve
•Findings from A/B testing – what have you done to refine the process

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Deanna Stacey

VP, Digital, Loyalty
Porter Airlines

3:40 pm - 4:15 pm LAYOVER (continued)

Protecting Your Company and Website from ADA Compliance Lawsuits
•Understanding the different overall requirements of ADA compliance given varying statutes
•Technical requirements including color contrast, label placement, keyboard accessibility, etc.
•Best practices for working with your developers

4:00 pm - 4:20 pm THE LOUNGE

Better Segmentation

Bring your questions on the suggested category and discuss in small group.

3:40 pm - 4:20 pm CHAMPAGNE ROUNDTABLE DISCUSSIONS

Topic 1: Dealing With Cultural Change

Topic 2: Growth & Repositioning The Brand Promise

Topic 3: AI and Other Shiny New Things – Buzzword or Solid Strategy?

Topic 4: The Next Big Innovation In Travel

4:20 pm - 5:00 pm CASE STUDY INTERACTIVE Making E-Blasts Fun and Creative

Angela Mihalakopoulos - Senior Director of Marketing & UX/ UI Design, TripAdvisor
·               What works about the topic on the email
·               How consumer sentiment varies based on different emojis on e-blast titles
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Angela Mihalakopoulos

Senior Director of Marketing & UX/ UI Design
TripAdvisor

•Top questions for advertisers  to ask when  talking to a vendor in the space 
•How do you calculate the return?
•Gauging the quality of the ad space
•Strategies for spotting and managing fraud   
•How to informing your programmatic choices using your first party data
•Wins and fails in look alike audience targeting 

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Kenneth Purcell

Founder & CEO
iSeatz

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Alex Sutton III

Director, Digital Acquisition
Avis Budget Group

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Amanda Johnson

Director, Media & Digital Marketing
Herschend Family Entertainment

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Chris Amenechi

Vice President, Revenue Management
Porter Airlines

4:20 pm - 5:00 pm THE LOUNGE (continued)

Better Segmentation

Bring your questions on the suggested category and discuss in small group.

4:20 pm - 4:40 pm ROUNDTABLE DISCUSSIONS (continued)

Topic 1: Dealing With Cultural Change

Topic 2: Growth & Repositioning The Brand Promise

Topic 3: AI and Other Shiny New Things – Buzzword or Solid Strategy?

Topic 4: The Next Big Innovation In Travel

5:00 pm - 6:30 pm Taste of California Welcome Party

After five amazing years in Las Vegas, we're thrilled to explore a new corner of the world with you.  Share your thoughts on the first day of content with your fellow attendees and journey together to the regionally themed stations where you can sample a curated selection of local wines and beers from different areas of the Golden State #happyhour 

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