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Monday 21 October – Business sessions
Monday morning
Sustainability – what does it mean for travel?
Malcolm Preston, Global Leader,
Sustainability & Climate Change, PwC
Sustainability and its impacts are now material business matters
and have moved to the top of the corporate agenda for many
industries, influencing employees, shareholders, regulators and
consumers alike. Most organisations know it’s an area that has direct
consequences on their business, but many travel companies are at different stages
of understanding and involvement.
In this session, which will include case studies from outside of travel with relevant parallels,
Malcolm Preston will set out the issues, identify the key challenges, explain what the travel
industry is already doing and what it could do better.
Welcome to The Travel Convention
Moderator, Daisy McAndrew
Seasoned journalist and presenter Daisy McAndrew opens the
Convention business sessions with an overview of this year’s event
which has been developed to provide inspiration to delegates through
an outstanding programme of content, with thought-provoking ideas
to challenge the way you think and approach your business.
The leadership challenge
Mark Tanzer, Chief Executive, ABTA
In this scene-setting presentation, ABTA’s Chief Executive, Mark Tanzer,
will touch on some of the existing and new forces that are shaping
our world and our industry. From the opportunities and challenges
of globalisation to longer term mega changes, Mark will question
the visions and values needed for the industry’s leaders to create a
sustainable and successful travel industry.
Sponsored by
Tides of change
Guest speaker: Dr Graeme Codrington
Dr Graeme Codrington is an expert on the
new world of work and multi-generational
workplaces. He is an author, futurist and
strategy consultant working across
multiple industries and sectors with a
particular interest in trends affecting how people live, work,
interact and connect with each other. He studies the tides
of change, and in this opening keynote session he will talk
about some of the disruptive forces that he believes will shape
our world in the next decade, including: institutional change,
demographics and shifting social values.
2015 and beyond
Guest speaker: Iain Dale
Iain Dale is one of Britain’s leading political commentators, noted for
his insight into Conservative party politics. He hosts LBC’s daily drive-
time show and is the managing director of Britain’s leading publisher
of political and current affairs titles, Biteback Publishing.
Iain will bring his wide knowledge of politics to The Travel Convention
stage. As we move towards the 2015 election, he will provide an insight into where the
battle lines are drawn; what the next five years might bring; the role of Government in the
21st century business economy, and some of the latest news from the Westminster village.
CROATIA // 20-22 OCTOBER 2013 // THE TRAVEL CONVENTION
Our World panel
This morning’s speakers come together for a panel session where they’ll debate the issues
raised throughout the presentations. The audience will also have the opportunity to ask the
panel questions.
The “internet of things”
Matt Warman, Head of Technology, The Telegraph
The “internet of things” will change the way we all live, work, shop
and travel. Matt Warman, will examine what that brave new world
looks like, starting with what it will do for each individual, and look
at what it will also mean for cities (when every traffic light,
electricity meter and security system is online, things start to look
a bit different...) as well as the future for global companies.
Matt Warman is The Telegraph’s Head of Technology, and has covered the rise of Google,
Facebook and the launch of the BBC iPlayer. Matt joined The Telegraph on work experience
in 1999, and has since covered television, motoring, books and arts. He has focused on
technology since 2008.
Monday 21 October – Business sessions
Introduction
Noel Josephides, Chairman, ABTA
In his first Travel Convention address as ABTA Chairman, Noel
Josephides will set the scene for the afternoon’s business sessions,
which will focus on travel.
With ABTA representing such a diverse industry, Noel will highlight
the industry’s challenges, opportunities and successes since last year’s
Travel Convention, and provide his views on the challenges that lie ahead.
The remainder of this afternoon’s sessions will focus on the
travel industry, when we’ll be addressing the trends that travel
businesses need to adapt to in order to thrive in a connected
world.
What’s trending in travel? What does the consumer journey
look like? How do we provide a connected shopping
experience? How can technology bridge the gap between E-Tail
and Retail? How are travel companies innovating and evolving
their products to meet the needs of future holidaymakers?
Trending in travel
Sponsored by
Looking, booking and sharing – the consumer journey
Nigel Huddleston, Industry Head, Travel, Google
In this session Nigel Huddleston will present the results of Google’s
latest research which illustrates how the travel customer journey
is changing; how travellers are jumping between offline and online
sources of information and using more types of devices to access the
internet than ever before when looking, booking and sharing their
holiday. Nigel will explain how the number and types of sites consumers are looking at
has changed over the last few years including: tour operators, OTAs, maps, reviews,
pictures and social media, and will demonstrate some of the latest Google offerings.
Monday afternoon
CROATIA // 20-22 OCTOBER 2013 // THE TRAVEL CONVENTION
Product design and evolution
Lucy Huxley
Travel Weekly
Group
Nick Longman
TUI Travel
Andy
Washington
Expedia.com
Jo Rzymowska
Royal Caribbean
Cruise Lines
James
Berresford
VisitEngland
Travel providers have been tailoring and customising their products to meet their customers’
needs for many years. This session will explore how travel companies are continuing to
innovate and evolve their products to ensure they satisfy customer expectations.
The panel will debate the challenges of developing a product when customers’ needs are so
diverse and when there is an increasing emphasis on quality and personalisation. Is there
still a role for a mass-market product? How do you reconcile the competing demands of
holidaymakers from different markets? What are we likely to see next and how are we going
to get there?
Moderator:
Victoria Bacon
ABTA
Alistair Rowland
Midcounties
Co-operative
Travel
Delivering a connected shopping experience
High street, online, call centre or mobile… the lines are blurring between in-store commerce,
ecommerce and mobile commerce. In this panel session we’ll talk about the results of
ABTA’s latest consumer trends research; consider which channels travel companies should
be focusing on to reach and retain their customers, and discuss how travel companies are
providing a connected shopping experience for their customers.
Moderator: Panel:
Daniel Pearce
TTG
Nigel
Huddleston
iTransformation
John Straw, Chairman, Digital Advisory Board, Thomas Cook Group
Today’s world is smaller than ever. Technology has put the remotest
corners of the planet within reach, and changed the way we interact.
So what does this mean for holiday companies, and how will they
adapt to an ever-evolving digital landscape? Building on a unique,
pioneering heritage, Thomas Cook – which itself has gone through
something of a transformation in recent times – is driving a ‘high-tech, high-touch’
strategy that sees it focus on enhancing the customer experience in every channel and
at every touch point.
Thomas Cook’s John Straw – a search engine marketer and digital marketing entrepreneur
– has been charged with exploiting the technological potential of a business where the web
is important, but an omni-channel environment is critical. John’s presentation will illustrate
how technological innovations can help bridge the gap between E-Tail and Retail, allowing
companies to provide a truly modern travel experience pre and post-sale.
Panel:
Monday 21 October – Business sessions
Sponsored by
The Package Travel Directive
In July 2013, the European Commission finally published its proposal for a
revised European Package Travel Directive. Picking up on the debate from
last year’s Convention, this panel session will look at the key changes
being proposed in the Directive and explore what these may mean for UK
travel businesses. Will the changes being proposed improve protection for
consumers? Will they provide additional transparency and a fairer deal
for travel businesses? With the Parliamentary process in Brussels moving
forward swiftly, do we still have an opportunity to influence the thinking of
the European policymakers?
Breakout forum
Panel:Moderator:
Luke Pollard
ABTA
Andrew Cooper
Thomas Cook
Michel de Blust
ECTAA
Simon Bunce
ABTA
Richard Downs
Iglu.com
CROATIA // 20-22 OCTOBER 2013 // THE TRAVEL CONVENTION
Delivering a quality customer experience
21st Century leadership
Guest speaker: Andrew McMillan
Andrew McMillan will draw on his many years’ experience at John
Lewis and as well as the private and public sectors, to dissect and
simplify the different elements of an overall customer experience.
He will focus on the less tangible elements of employee and customer
engagement and how businesses can create their own strategy to
define, develop and deliver a distinctive customer experience through their employees.
Andrew will also talk about the need to define the desired behaviour within an organisation
that leads to customers experiencing a distinct personality when they come into contact
with that business through any channel. He will go on to explain the critical part that
leadership plays in supporting and sustaining that behaviour.
Guest speaker: Baroness Susan Greenfield CBE
At last year’s Travel Convention, Baroness Greenfield talked about
the significant impact that new technologies are having on the 21st
century mind. We’ve invited her back this year to give us an insight
into 21st century leadership – from a neuroscience perspective.
Susan will remind us how the connected world is changing our brains
and provide us with her thoughts on how business leaders will manage risk, creativity
and teams in the future.
We live and work in a consumer-centric age. Advancements in
technology mean that our customers have become ‘always on’
– permanently connected to the internet wherever they are in
the world, 24 hours a day. What can travel brands do to succeed
in this new media environment?
Sponsored by
Your business in a connected world seminar
Tuesday 22 October – Business sessions
Building a valuable brand in a connected world
Graham Hales, CEO, Interbrand London
The CEO of Interbrand London – the world’s leading brand consultancy
– will provide an expert insight into the principals of branding in a
connected world. He will explain how brands create value; how to
recognise the role your brand plays across your customers’ journey,
and how to build a strong travel brand for the future.
Graham’s work has taken him across a diverse range of business agendas, geographies and
cultures in consulting for some of Interbrand’s most high profile clients. Graham became
global head of the firm’s corporate communications in 2007, and oversaw the worldwide
marketing and brand-building activity for the business.
Tuesday morning
CROATIA // 20-22 OCTOBER 2013 // THE TRAVEL CONVENTION
Are you ready for the mobile-first generation?
Adam Levene, Senior Vice President, Strategy, Monitise Create
Mittu Sridhara, Group CIO, TUI Travel PLC
Tim Williamson, Director of Customer Experience & Marketing,
Monarch Airlines
Mobile has rapidly moved from being a novel proposition to a key
digital channel that attracts repeat customer interaction like never
before. Mobile and tablet devices provide an opportunity for travel
companies to offer their customers added value through additional
services, cross-selling relevant products, up-selling their own
products and more.
Adam Levene, Senior Vice President, Strategy at Monitise Create
– Europe’s leading mobile innovation agency – will provide
delegates with an expert insight into mobile innovation and
connecting with the mobile-first generation. We’ll also hear from
Tui Travel PLC and Monarch Airlines; two travel companies that are
using mobile to acquire, retain and engage with their customers.
Tuesday 22 October – Business sessions
Content marketing – what’s the story?
Joel Brandon-Bravo, Managing Director, UK Travelzoo
Charles Starmer-Smith, Head of Travel, Telegraph Media Group
How do travel companies stay visible and relevant when trillions
of people are producing content every second?
Content marketing is a marketing technique of creating and
distributing relevant and valuable content to attract, acquire and
engage a clearly defined and understood target audience, with
the objective of driving profitable customer action. In this session
we’ll look at what other sectors are doing that travel can learn
from and consider the implications of the convergence of retail
and publishing.
Sight, sound and motion
Kevin Mathers, Managing Director, YouTube UK
Sight, sound and motion in the form of online video content is fast
becoming an essential part of the researching and booking process in
travel. Before deciding which city, resort, hotel, cruise or restaurant to
go to, many travellers now search for a video to get an emotionally
engaging, ‘real life’ view of their potential destination. Video platforms,
such as YouTube, have proven popular for travellers to share their travel experiences; and for
travel companies to advertise their products. Kevin Mathers, Managing Director of YouTube
UK, will provide an overview of the latest trends in audio visual and explain the role that
sight, sound and motion plays in a company’s brand, mobile and content marketing strategy.
Tourism in an uncertain world
Some of the world’s most appealing tourist destinations may also experience some of the
biggest challenges in terms of social, political or economic uncertainties and upheaval. What
role does the UK travel industry play in this?
Focusing on developing tourism destinations, such as Burma, and on more established
destinations, such as Egypt, which have both faced socio-political challenges, this session
will explore the challenges of developing a commercially viable
and ethically sustainable tourism product. What do travel businesses need to consider
when working with emerging destinations? What can UK travel businesses do to support
and influence the destinations they work in?
Moderated by ABTA’s Head of Destinations & Sustainability, Nikki White will be
joined by panellists from across the industry, covering tour operations, the media
and destination representation.
Breakout forums
CROATIA // 20-22 OCTOBER 2013 // THE TRAVEL CONVENTION
Panel:Moderator:
Nikki White
ABTA
Orestis Rossides
Cyprus Tourism
Organisation
Lynda St Cooke
Foreign and
Commonwealth
Lisa Minot
The Sun
Matthias
Leisinger
Kuoni Travel
Peter Hemington, Head of M&A, BDO LLP
The rise of the internet, the increasing importance of low cost carriers
and improvements in information and communications technology
have changed the travel industry forever. In fact, apart from financial
services, travel is probably the consumer sector that has been most
affected by web technology over the last 15 years or so.
Assisted in this session by a well-known special guest from the travel industry, Peter will
demonstrate how technology and market change have been behind nearly all of the major
M&A transactions in the travel industry in recent years.
How technology and new business models are driving deals in travel
The year ahead
Mark Tanzer, Chief Executive, ABTA
As we bring the business sessions of this year’s Travel Convention to a close, ABTA’s Chief
Executive, Mark Tanzer will sum up his thoughts and lay out some of the key opportunities
and challenges for the industry over the coming 12 months.
Feedback forum
In this session, leading figures from ABTA’s diverse membership come together to discuss
what they consider the most pressing issues affecting the industry right now; what their
personal leadership challenges are, as well as those for the industry as a whole to address,
and their highlights from this year’s Travel Convention.
Panel:
Tuesday afternoon
Julia Lo Bue Said
Advantage Travel
Centres
Susan Hooper
Acromas Travel
Alistair
Pritchard
Deloitte
Richard Downs
Iglu.com
Mike Hoban
Thomas Cook
Closing remarks
Under wraps
Noel Josephides, Chairman, ABTA
Daisy McAndrew sums up and hands over to the ABTA Chairman to
close this year’s Travel Convention.
The Travel Convention’s lead partner, The Telegraph, is inviting a special guest to join us, so
make sure you’re in the Conference Hall on Tuesday afternoon to find out who this is – it’s
going to be a great end to this year’s event.
Daisy McAndrew
Where and when will we meet again? All will be revealed in this final
session when next year’s host destination invites delegates to attend
The Travel Convention 2014.
Destination 2014
Tuesday 22 October – Business sessionsCROATIA // 20-22 OCTOBER 2013 // THE TRAVEL CONVENTION
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