• Travel Forward Conference 2019

    Provisional Agenda

    The Travel Forward Conference delivers insights to senior decision makers at providers, operators and agencies as they set strategy and plan for the future. It links strategic vision to practical reality, cutting through the complexity of travel technology across supply, distribution and the entire value chain. Connecting buyers with suppliers in a non-pressured environment that sets the scene for long-term relationships.

  • 10:00 - 10:30

    Event opens

    10:30 - 11:00

    Coffee and refreshments

    11:00 - 11:30

    Keynote Opening Address

    Jon Collins, Programme and Content Director, Travel Forward

    Industry expert speaker - the digital imperative

    Research findings on the state of TravelTech today

    11:30 - 12:00

    Keynote: From booking systems to business value

    How to deliver on digital technology advances to stay competitive, improve loyalty and retention, and deliver experiences?

    12:00 - 12:30

    Panel – the challenge and opportunity for technology in travel

    Strengths, weaknesses, opportunities and threats, and key elements of travel technology strategy in response

    12:30 - 13:00

    Panel – Leading edge or bleeding edge?

    Use of digital technologies such as AI, VR, IoT vs where are the low hanging fruit?

    12:30 - 13:00


    Track 1: Digital Transformation and Customer Experience Track 2: Travel Platforms and Analytics Insights
    13:45 - 14:15

    Effective payments systems for the smarter traveller

    Delivering the right tools and practices to help leisure and business travellers access the services they need.

    Data-driven insights to drive hotel decision making

    Moving from a real-mirror view of data reporting, to enabling real-time insights about customer behaviours to drive business value.

    14:15 - 14:45

    Customer-centricity and personalisation in the hospitality industry

    The use of guest profiles and recognition programs to improve loyalty across hotels and other providers

    From CRM to a 360-degree customer view

    Making the most of next-generation solutions to deliver an integrated view of travelling customers and groups, in business and leisure.

    14:45 - 15:15

    Extending services to venues and experiences

    Venue and event management remains an untapped, underserved market. How can digital technologies help meet the needs of business and leisure travellers?

    Lessons learned in NDC and ancillary packaging

    Looking at progress made on delivering the benefits of NDC, specifically around packaging of ancillaries for cross-selling.

    15:15 - 15:45

    Moving beyond apps to true mobility

    How to provide the right services to travelling customers, at the point of need using mobile, online and offline capabilities

    Making the most of loyalty technologies

    Five steps to delivering loyalty-based solutions for increased customer benefit and business value across both providers and their partners.

    15:45 - 16:00


    16:00 - 16:30

    Driving brand loyalty through data-driven engagement

    Steps to ensure longer-term loyalty, customer retention, brand stickiness and other engagement outcomes.

    Location-based content and services

    Understanding the local context can make a big difference to the traveller experience, as well as helping providers to plan ahead.

    16:30 - 17:00

    The future of the OTA

    If offering online booking services is no longer enough, how can OTAs differentiate and stay relevant in a crowded market?

    Extending transport services to business customers

    Despite the popularity of ride-based services, the model is largely around the individual. How can this be extended to meet business needs?

    17:00 - 17:30

    Digitising transportation from end to end

    How providers are preparing for the (autonomous) future of transportation, from bookings to reaching the destination efficiently and safely.

    Advanced analytics and AI in booking and operations

    Opportunities to mine the wealth of customer and booking data and improve processes to anticipate customer needs, be more responsive and offer better services

    17:30 - 18:30

    Drinks and networking

    10:00 - 10:30

    Coffee and refreshments

    10:30 - 11:00

    Day 2 Keynote Address

    Industry expert speaker - digital strategies and realities

    11:00 - 11:30

    Panel – 5 steps to travel technology nirvana

    What should organisations do first, and how rto measure success?

    11:30 - 12:00

    Panel - How to become a digital travel brand

    What differentiates digital travel brands from traditional brands, and what needs to be done to go from one to the other? How can existing providers and agencies stay relevant in the digital-first, online world of travel provision?

    12:00 - 12:30

    Handling the data deluge

    Infrastructure architectures and connectivity to deal with the travel data deluge, from customers to sensors and contextual sources

    12:30 - 13:15


    Track 1: Digital Transformation and Customer Experience Track 2: Travel Platforms and Analytics Insights
    13:15 - 13:45

    Practicalities of chatbots in customer communication

    Real-world examples of improving communication and customer engagement through AI-driven chatbots at different stages of the journey

    The low hanging fruit of AI in travel

    Where airlines and other travel providers can deliver real benefits from AI today, while building skills for tomorrow

    13:45 - 14:15

    Cybercrime in travel, from bots to breaches

    Responding to the challenges of cybersecurity and fraud in travel, including malicious bots and data-related challenges. And how to ensure passengers are protected against digital and physical risks, from fraud to personal safety.

    Streamlining processes with digital technologies

    Balancing the use of technology to increase efficiency and speed whilst delighting the customer and assuring privacy.

    14:15 - 14:45

    Delivering the digital hotel chain of the future

    Practical steps and concrete solutions to deliver on the goals of digital transformation, providing smarter services at an acceptable cost.

    Inspiring content, inspired travellers

    Making effective use of curated content, delivering the right information to the right tools to help travellers make the right choices.

    14:45 - 15:15

    AR/VR and the 'already there' booking journey

    How to use AR/VR and immersive technologies for traveller familiarisation, better engagement and increased sales.

    Collaboration tools for the travel ecosystem

    Efficient collaboration infrastructures and tools to enable employees and contrac tours, partners and suppliers to work together effectively.

    15:15 - 15:30


    15:30 - 16:00

    Wifi in the sky, baggage blockchains and other stories

    Lessons learned from adding connectivity and other services to improve the travel experience at every stage of the journey.

    Connecting partners to customer interactions

    Planning infrastructure and processes to deliver value-added experiences from global and local partners. What options exist to move from fragmented models to a more comprehensive, integrated platform?

    16:00 - 16:30

    Fake reviews, fake experiences and AI

    How to use machine learning and AI to identify, and minimise use of fake images and reviews.

    Compliance and customer centricity

    How can providers balance customer privacy with running an effective, data-driven business?

    16:30 - 17:00

    Booking strategies, tactics and technologies

    How to deliver increased bookings by matching marketing strategies with an appropriate mix of technologies.

    Unlocking mobililty with cross-ticketing

    Advances in mutlimodal and digital platforms for transportation, opportunities, practicalities and challenges.

    17:00 - 17:30

    Startup Competition Final

    17:30 - 17:45

    Event Closes

Event Partners

Association Partners

Media Partners

Event Guide Provider

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