April 08 - 10, 2019
Hyatt Regency Indian Wells, CA
DAY THREE: Loyalty & Sharing, WEDNESDAY, APRIL 10, 2019
8:20 am - 8:55 am Continental Breakfast & Registration for All Attendees
9:00 am - 9:10 am Chairperson’s Remarks
9:10 am - 9:30 am FIRESIDE CHAT: WE’RE ENGAGED! Customer Engagement Strategies That Will Build Lasting, Positive MemoriesCorbitt Burns - Director, Loyalty, Partnerships, and Payment Products, Southwest Airlines
•Strategies for connecting the physical and digital spaces to increase convenience and value
•How does your customer experience protocol change when there is a delay or other interruption in service?
•Redefining the world experience, what is a vacation/business/luxury experience tomorrow?
•How do strengths and methodologies vary given your company size?
Corbitt BurnsDirector, Loyalty, Partnerships, and Payment Products
9:30 am - 9:50 am CASE STUDY I Hear You - How Voice is Creating New and Meaningful Connections Between Travel Brands and Their CustomersBrandon Ehrhardt - Director - Platform Services - Loyalty, Expedia Group
Loyalty is a complex human emotion guided by positive feelings, need, and a sense of potential future benefits. This session will dig into how travel brands are getting to the heart of member needs and recruiting the next gen of loyalty travelers through the use of voice tech.
· Are the expectations of customer loyalty too high?
· Is loyalty simply born of making yourself the easiest person to do business with?
· How do we satisfy the need and want of the customer and be there for them along the purchase path, how do we keep them coming back to us?
Brandon EhrhardtDirector - Platform Services - Loyalty
9:50 am - 10:30 am PANEL: Does it Have to Be a War for Talent? Attracting and Retaining Top EmployeesRick Seaney - CEO, FareCompare
Loyalty is huge when it comes to the lifetime value of a customer, but what about the lifetime achievements of your team?
•Attracting the right talent, keeping them, things change a lot very quickly, having an environment concentrating on those changes
•Developing agency and tech style talents in house
•Trends on salaries
•How to keep your staff entertained and engaged
•Is there really such a generational gap when it comes to keeping people happy?
10:30 am - 11:10 am Morning Refreshments & Networking Break
11:10 am - 11:30 am CASE STUDY: The Next Frontier of Content: The Kind Not Intended to ConvertEmma Jagunich - Senior Manager, Global Product Operations – Human, Airbnb
Emma first spoke at the Digital Travel Summit in 2015 when she was a CX Operations Manager. Since then she has moved on to work in Airbnb’s Humanitarian Department which is involved in providing housing to refugees, people impacted by natural disasters, and in working with foundations like Make a Wish. Welcome Emma back to the DTS stage as she shares:
• How Airbnb is evolving and
• How Airbnb has is creating content that goes beyond what people can purchase, like their groundbreaking 2017 Superbowl ad
• What this evolution says about changing consumer expectations of brands
Emma JagunichSenior Manager, Global Product Operations – Human
11:30 am - 11:50 am KEYNOTE: Win Loyalty by Being Customer Obsessed and Data LedBrendan Witcher - Vice President, Principal Analyst, Digital Business Strategy, Forrester
Brendan will unpack the difference between customer obsessed and data-led vs. company-obsessed and data driven as he delves into the priorities travel companies must focus on if they want to keep customers AND keep customers happy in the digital age.
Brendan WitcherVice President, Principal Analyst, Digital Business Strategy
11:30 am - 12:10 pm FIRESIDE CHAT How Can We Leverage Design to Evoke Customer LoyaltyBill Ramsey - Digital Experience and Product Design for Mobile, Loyalty and Payments, Choice Hotels International David Kepron - Vice President, Global Design Strategies, Distinctive Premium Brands, Marriott International
Digital engagement for the sake of digital engagement has never been the goal. Join Bill and David for this honest conversation on navigating the world of design choices to (1) get closer to customers and (2) work with your team to deliver great products that people love using.
Bill RamseyDigital Experience and Product Design for Mobile, Loyalty and Payments
Choice Hotels International
David KepronVice President, Global Design Strategies, Distinctive Premium Brands
12:10 pm - 1:10 pm Bon Voyage Lunch with Key Takeaway Discussion Discussion Led by the Digital Travel Summit Advisory BoardStevie Stevenson - Director of Offer Strategy Hilton Jonathan Stephen - Manager of Digital Engagement Norwegian Cruise Line
What will you remember most about the time you spent at Digital Travel Summit 2019, and how will it impact your
work moving forward? Enjoy one more chance to connect with your fellow attendees and take the critical step of
exchanging key takeaways before you go back out into the world. Key takeaways will be noted from the discussion and
distributed with the presentations post-event.
Stevie StevensonDirector of Offer Strategy
Jonathan StephenManager of Digital Engagement
Norwegian Cruise Line