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HSMAI Europe Webinar: The all-new Customer Journey – an expert outlook on coming challenges and opportunities
July 15, 2020 @ 12:00 pm - 1:00 pm
Join us for our webinar on Wednesday July 15th from 12pm -1pm CEST. Leading industry experts will share key data on European market developments and first-hand insight on new challenges and opportunities in views of the fast-changing Customer Journey. Sign up today for a free-of-charge participation.
Monique Jaspers-Wijn, Global Head Data Insights & Digital Media, Travelport and Chair of HSMAI Region Europe Customer and Distribution Advisory Board will welcome and introduce the moderator and panelists.
The moderator for the webinar will be Sascha Dalig. He is a Hotel Operations Expert and Keynotespeaker.
The key take-aways of this session will be:
Business – What do you think will come back first? And Why? And possibly When?
- International vs Domestic? Leisure vs Business?
Customer behaviour – How do you see change in the future?
- OTA’s? Wholesalers? FIT? Travel Agents? Direct? Etc
Clients expectations – How do you see the customer expectations change?
- Awareness? Content? Cleanliness? Confidence? Trust?
Communication – How do see yourself interacting during the different touchpoints with the customer?
- Search? Book? Pre-trip? During-trip? Post-trip?
- How do expect to leverage technology during the different touchpoints of the customer journey?
Success – What does ‘Good’ look like?
- Results? Customer Experience?
Technology- How do you expect to leverage technology during the different touchpoints of the customer journey?
The panelists:
Jonathan Liu, Director of Revenue Strategy & Marketing Operations, GLH Hotels
Sally Richards, Managing Director, RaspberrySky Services Limited
Suzie Thompson, Vice President Commercial (Marketing & Brand Strategy, Sales, Revenue Management),Red Carnation Hotels – part of the TTC family of brands
Europe Markets
Mark Haywood, Senior Vice President – Europe, North Africa, The Caucuses, & Brazil at RateGain Technologies and member of HSMAI Region Europe Customer and Distribution Advisory Board will also be sharing some data around Europe Markets.
Michael Hucho, Management Expert & Independent Consultant and member of HSMAI Region Europe Customer and Distribution Advisory Board will close the session with a short recap of the day
Register here:
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