Digital Travel US 2019

April 08 - 10, 2019

Hyatt Regency Indian Wells, CA

1.888.482.6012

DAY TWO: Booking & Experience, TUESDAY, APRIL 9, 2019

7:40 am - 8:40 am Continental Breakfast & Registration for All Attendees in the Solutions Lounge

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Krishna Patel

Program Director
Digital Travel Summit

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

Ravi N. Raj - CEO & Co-Founder, Passage.AI
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Ravi N. Raj

CEO & Co-Founder
Passage.AI

9:00 am - 9:20 am FIRESIDE CHAT I’ve Discovered an Easier Way to Get People to Book Directly

Francisco Trejo - Managing Director, Digital Products, United Airlines
There has been a slow progression to understanding how the majority of travelers are comfortable in booking.  This discussion will unpack several important factors to keep in mind when working to create more ease, interest, and convenience for customers.

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Francisco Trejo

Managing Director, Digital Products
United Airlines

9:20 am - 9:40 am FIRESIDE CHAT: None Of Us Can Stop Looking at Our Phones, Even When We Are Watching a Beautiful Tropical Sunset

Liz Palomino - Head of Industry - Travel, Google
•How has mobile influenced the way people plan and travel? 
•How are companies getting people to not only convert but be educated quickly?
•How to get more people into the app and using the app
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Liz Palomino

Head of Industry - Travel
Google

•Examples of getting people to book and stay using branded content
•Content is expensive, the space is crowded, how are companies coming up with new and fresh ideas for content?
•The challenges of content and getting quality content
•What kind of content are people looking for that is going to inspire and convert them in the transaction phase
•Pros and cons of leveraging UGC

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Ravi N. Raj

CEO & Co-Founder
Passage.AI

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Debra B. Smith

Vice President, Digital Marketing & Visitor Services
Nashville Conventions and Visitors Corporation

10:20 am - 11:00 am Thank You for Booking! Please Enjoy These Drinks and Snacks As Part of Your Conference Experience This Morning

11:00 am - 11:20 am CASE STUDY: Giving Your Customer Future-feels By Bringing Tech into the Experience

Jeff Eckard - VP – Global Hospitality Technology, InterContinental Hotel Groups
Have you ever walked into a travel experience and felt overcome with a sense of wonder, thinking, “have I travelled to the future?”  With each case study we’ll look at how hospitality is taking a page from The Jetsons when it comes to the following, with specific emphasis on how was this tech chosen, developed, integrated and received.

•Digitalization of guest experience
•New ways to connect with guests when they are not on site
•Smart home tech and voice activated assistants in hotels
•Digital check in
•Door key entry with mobile phone
•Operationalizing the tech: how do you gather those requests and use that info to serve a guest?
•Where does automation and AI stop and personal service take over?
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Jeff Eckard

VP – Global Hospitality Technology
InterContinental Hotel Groups

11:40 am - 12:00 pm CASE STUDY INTERACTIVE: How Many Clicks Does It Take to Book?

Jeff Thomas - Director of eCommerce & Distribution, G6 Hospitality
When it comes to booking online, faster is not only better, it’s imperative. This session will provide a look at where Motel 6 is aiming for when it comes to:
• Time to journey: how fast can someone come in and book a service?
• What is the easiest path to purchase?

Jeff Thomas

Director of eCommerce & Distribution
G6 Hospitality

12:00 pm - 1:00 pm Seats Still Available for Lunch and Networking!

TRACK A 
International

1:00 pm - 1:15 pm Chairperson’s Afternoon Address

This track will discuss how you can go beyond the borders of your company to reach consumers or work with industry partners to achieve business goals.
When it comes to offering customized products and services to people through their preferred channel, it takes a lot to admit that that favorite channel might not be you. This discussion will bring together cross industry players to discuss how the travel industry can work more collaboratively to provide better service to the customer across the digital ecosystem.
•Benefits to partnerships
•Working around sensitive areas like customer privacy and proprietary systems
• Who is the key interactor with the customer and how they can be a touchpoint for other players to provide everything the traveler needs to have a smooth journey 

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Justin Erbacci

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

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Steve Mayers

Airport Director, Customer Experience
Hartsfield-Jackson Atlanta International Airport

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Mikhail Krymov

Founder
Sleepbox

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Gene Sutch

Director of Revenue Strategy and Analysis
MWAA

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Deven Judd

Director of Customer & Concessions Development
MWAA

This track will discuss how you can go beyond the borders of your company to reach consumers or work with industry partners to achieve business goals.

1:55 pm - 2:15 pm CASE STUDY: Win the booking! Now with… MORE URGENCY

Krista Pappas - SVP, Lola.com
As travelers leave more and more to the last minute, companies are searching for ways to create urgency in the booking process that go beyond discounts.  
•Tips and tricks for staying top of mind with the customer 
•Benefits for customers convenience perks 
•Benefits for companies including the opportunity for increased touch points

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Krista Pappas

SVP
Lola.com

This track will discuss how you can go beyond the borders of your company to reach consumers or work with industry partners to achieve business goals.
TRACK B 
Domestic

1:00 pm - 1:15 pm Chairperson’s Afternoon Address

This track will focus on what you can accomplish within your company to improve your conversion rate and provide excellent experience.

1:15 pm - 1:55 pm CASE STUDY INTERACTIVE Win the booking! Now with… MORE ANALYTICS

Connie Marianacci - Director of eCommerce Strategy & Performance, Digital Marketing, North & Central America, Accor Hotels
It’s the same age old question: how can you get that sweet sweet conversion?  Let’s discuss what’s new when it comes to:
·         How touchpoints with customers that support conversions have changed over the past few years
·         Leveraging technology when you don’t have huge analytics tools
·         Integrating data from different platforms to form a complete picture
·         Building and testing your approach to attribution and incrementality

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Connie Marianacci

Director of eCommerce Strategy & Performance, Digital Marketing, North & Central America
Accor Hotels

This track will focus on what you can accomplish within your company to improve your conversion rate and provide excellent experience.

1:55 pm - 2:15 pm CASE STUDY: Speaking with One Voice: Challenges and Successes When It Comes to Getting Your People to Coordinate Across Departments

Stevie Stevenson - Director of Offer Strategy, Hilton
•How to balance interactions across departments that have a stake in the omni-channel experience including coordinating your social media calendar and media buying 
•User experience
•Product development
•Processes or initiatives to increase collaboration and innovation

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Stevie Stevenson

Director of Offer Strategy
Hilton

This track will focus on what you can accomplish within your company to improve your conversion rate and provide excellent experience.
TRACK C 
Small Group 

1:00 pm - 1:55 pm LOUNGE: Channel Surfing: What Three Things Would You Recommend to Your Peers When it Comes to Leveraging Your Budget to Maximize Campaign Efficiency

 

2:15 pm - 2:25 pm TECH STOP

We’ll stop here to check out a technology that can help our audience optimize their approach to the track theme. If you think your product is a fit, contact:
Christine Johnson
Director, Sponsorship Sales & Strategy
Phone: +1 (646) 200 7458

2:15 pm - 2:25 pm TECH STOP

We’ll stop here to check out a technology that can help our audience optimize their approach to the track theme. If you think your product is a fit, contact:
Christine Johnson
Director, Sponsorship Sales & Strategy
Phone: +1 (646) 200 7458

2:25 pm - 2:45 pm FIRESIDE CHAT: Virtual Reality – The Awareness Exists in the Mind, The Sales Exist in Reality

Robecta Ma - Vice President of Marketing, Americas, Cathay Pacific Airways
This fireside chat will delve into how one company leveraged VR content to exceed the performance of its brand campaign and aggregate additional incremental bookings.
•Finding the right tech partner
•Repurposing VR content to drive views and leads
•Strategies for measuring the impact
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Robecta Ma

Vice President of Marketing, Americas
Cathay Pacific Airways

2:45 pm - 3:25 pm CASE STUDY INTERACTIVE We Launched An App to Improve Experience, Here Is What We Learned

Deven Judd - Director of Customer & Concessions Development, MWAA Gene Sutch - Director of Revenue Strategy and Analysis, MWAA
MWAA has been stepping up their digital game with a new mobile app including virtual navigation and augmented reality to help customers have a smooth experience. Join them to hear about the launch and
promo of the app, plans to integrate food service, data analysis of customers, and more!

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Deven Judd

Director of Customer & Concessions Development
MWAA

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Gene Sutch

Director of Revenue Strategy and Analysis
MWAA

2:25 pm - 2:45 pm CASE STUDY Trust Me You Will Love It – Creating a Culture of Optimization

Asmita Singh - Vice President, Marketing and Demand Analytics, Travel Leaders Group
Whether your company is playing catch up with digital strategy or toeing the line of the newest
burning innovation, change is something everyone has to deal with. It’s also pretty universal that
people love what they are used to – when was the last time you switched up your coffee order? – and thus there will be some resistance from members of the team to a new direction. This session will explore strategies to bridge the change haters and the ones who can roll with the punches to bring your team to that next level together.
• Methods to incorporate and get people excited such as incentive programs


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Asmita Singh

Vice President, Marketing and Demand Analytics
Travel Leaders Group

2:45 pm - 3:25 pm CASE STUDY INTERACTIVE: Moving On Up! When Your Team Has Mastered the Basics of Digital Strategy and Is Employing More Sophisticated Tactics

Craig Olinger - Vice President, Digital Marketing, Diamond Resorts
•Agree or disagree: the foundational pieces of a digital program are search, social, and email
•Advanced steps include native display and mobile

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Craig Olinger

Vice President, Digital Marketing
Diamond Resorts

3:25 pm - 4:05 pm Refreshment Break & Networking

4:05 pm - 5:05 pm What’s Troubling and…. Trending? Guided Discussion Roundtables with Polling

Stevie Stevenson - Director of Offer Strategy Hilton Jonathan Stephen - Manager of Digital Engagement Norwegian Cruise Line
A highlight of Digital Travel Summit, roundtable discussions are your best opportunity to deep-dive into discussions and idea-share with your peers. This year we are dedicating a full hour for you to connect and discuss the biggest challenges you’ve have in the past 12 months but with a twist – we’ll be taking suggestions on challenges during the break and kicking off the at-table discussion with live polling through our app to discern how many of you are impacted.  Discussion may include:
 
•             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
 
At the 30 minute mark everyone will switch tables to gain exposure to different view points.  Get ready to move and learn! 
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Stevie Stevenson

Director of Offer Strategy
Hilton

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Jonathan Stephen

Manager of Digital Engagement
Norwegian Cruise Line

5:05 pm - 6:45 pm Palm Trees and Patio Time Cocktail Party

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