Digital Travel US 2020

May 18 - 20, 2020

Palm Springs, CA

DAY THREE: Loyalty & Sharing, WEDNESDAY, APRIL 10, 2019

8:20 am - 8:55 am Continental Breakfast & Registration for All Attendees

8:55 am - 9:00 am Welcome Remarks

Krishna Patel, Program Director at Digital Travel Summit

Krishna Patel

Program Director
Digital Travel Summit

9:00 am - 9:15 am Chairperson’s Remarks

Richard Alan Reid, VP, Global Content at BuzzFeed

Richard Alan Reid

VP, Global Content
BuzzFeed

9:15 am - 9:35 am FIRESIDE CHAT I Hear You - How Voice is Creating New and Meaningful Connections Between Travel Brands and Their Customers

Loyalty is a complex human emotion guided by positive feelings, need, and a sense of potential future benefits.  This session will dig into how one travel brand is getting to the heart of member needs and recruiting the next generation of loyalty travelers through the use of voice tech.
·         Voice as an extension of the Expedia Group media platform
·         Specific voice learnings and use cases from Expedia Group
·         Upcoming possibilities of voice technology as a series of interactions
Tristan Krause, Director of Global Product Management at Expedia

Tristan Krause

Director of Global Product Management
Expedia

Brian Sumers, Senior Aviation Business Editor at Skift

Brian Sumers

Senior Aviation Business Editor
Skift

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?
Rick Seaney, CEO at FareCompare

Rick Seaney

CEO
FareCompare

Krag Klages, Senior Manager, Advanced Analytics and Optimization at Disney Parks & Resorts

Krag Klages

Senior Manager, Advanced Analytics and Optimization
Disney Parks & Resorts

Emma Jagunich, Senior Manager, Global Product Operations – Human at Airbnb

Emma Jagunich

Senior Manager, Global Product Operations – Human
Airbnb

Andrew Wilson, Executive Vice President & Chief Marketing Officer at Atlanta Convention and Visitors Bureau

Andrew Wilson

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

12:00 pm - 12:20 pm KEYNOTE Be Creative. Be Brave: Embracing Change and Finding New Paths to Alice’s Rabbit Hole


David  Kepron, Vice President, Global Design Strategies, Distinctive Premium Brands at Marriott International

David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands
Marriott International

10:35 am - 11:15 am Morning Refreshments & Networking Break with Retail (r)Evolution Book Signing with David Kepron

The Digital Travel Summit is pleased to present an exclusive opportunity to snag a free copy* of Retail (r)Evolution and the chance to have your book signed by the author.

Retail (r)Evolution, the latest title from ST Books and VMSD magazine, takes the reader through the ways the human brain has traditionally responded to retail environments, and how recent technological innovations are changing everything. From increasing reliance on handheld devices to the emergence, effects and future of social networking both inside and outside of stores, the contemporary human brain is being rewired to perceive the world in a very different manner than even half a generation ago. Author David Kepron cites numerous scientific studies that demonstrate the seismic shifts in customer attitudes, behavior and actions regarding, among other things, selection and choice, expectations and interactions (or not) with retail staff, and overall, long-term satisfaction with a brand or store based on in-store experiences. 

(Supplies are limited, free copy of book available on first come, first served basis.  One book per participating attendee.)
David  Kepron, Vice President, Global Design Strategies, Distinctive Premium Brands at Marriott International

David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands
Marriott International

11:15 am - 11:35 am CASE STUDY: The Next Frontier of Content: The Kind Not Intended to Convert

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 Jagunich, Senior Manager, Global Product Operations – Human at Airbnb

Emma Jagunich

Senior Manager, Global Product Operations – Human
Airbnb

11:35 am - 12:00 pm KEYNOTE: Win Loyalty by Being Customer Obsessed and Data Led

For those brands within the travel industry, success (and survival) requires meeting the rapidly rising bar for customer expectations with exceptional, relevant, and value-oriented experiences. But no company can do it all, and good strategy requires data-led decisions around both prioritization and execution of new digital experiences. In this session, Brendan will discuss what drives consumer choice in today’s digitized world of travel, how organizations often confuse company-obsession with customer-obsession, top capabilities that leading organizations are investing in, and how data is being used as a competitive weapon for servicing, retaining, and achieving loyalty from the new digitally-savvy consumer.
Brendan Witcher, Vice President, Principal Analyst, Digital Business Strategy at Forrester

Brendan Witcher

Vice President, Principal Analyst, Digital Business Strategy
Forrester

12:00 pm - 12:30 pm KEYNOTE: Call in the (Brand) Reinforcements: What Is Actually Working When It Comes to Supporting Loyalty?

It’s not all about a rock bottom fare.  Travel companies continue to place increased emphasis on experience and loyalty programs to maintain happy customers and healthy margins.  How are you separating the flash from the substance when it comes to reinforcing your brand?  Michael will delve into the kinds of things that really do reinforce brands and support the concept of loyalty.
·         The impact of better amenities
·         Measuring the success of your loyalty program
·         Creating more opportunities for your customers to use their loyalty points across industries
Michael Childers, Chief Consultant, Content and Media Strategy at Lufthansa Systems Americas, Inc.

Michael Childers

Chief Consultant, Content and Media Strategy
Lufthansa Systems Americas, Inc.

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 Stevenson, Director of Offer Strategy at Hilton

Stevie Stevenson

Director of Offer Strategy
Hilton

Jonathan Stephen, Sr. Manager, Mobile Strategy & Digital Engagement at Norwegian Cruise Line

Jonathan Stephen

Sr. Manager, Mobile Strategy & Digital Engagement
Norwegian Cruise Line

Krag Klages, Senior Manager, Advanced Analytics and Optimization at Disney Parks & Resorts

Krag Klages

Senior Manager, Advanced Analytics and Optimization
Disney Parks & Resorts