Marianna Sigala
Director of the Centre of Tourism & Leisure Management (CTLM)
University of South Australia Business School
Thursday 05 December 2019
8:15
Welcome coffee
8:50
OPENING REMARKS FROM THE CHAIR
IT’S ALL ABOUT THE CUSTOMER
9:00
INTEGRATING BLOCKCHAIN INTO THE TRAVEL INDUSTRY
- Direct Distribution: how a world with no intermediaries works
- Blockchain and the decentralized market place
- Housing contracts on blockchain
- Reducing the cost friction between parties through greater payment security
Kurt Knackstedt
Chairperson
Association of Corporate Travel Executives
9:30
Customer driven product road map – building products that people want, not what everyone else does
- How to create conditions for customer-centric culture and conduct
- Building an effective voice of customer strategy for your organisation
- Closing the data-action loop: translating data beyond insights into action
- Understanding new demands: what role can technology play?
Cameron Holland
Chief Executive Officer
Luxury Escapes
10:00
Tapping into the world of m-commerce
- How to effectively adapt your e-commerce strategy
- New ways to enhance the mobile experience
- How to leverage the rise of new players
Wayne Nagle
Head of Travel ANZ & S.E Asia
Groupon
10:30
Morning break
11:00
Tech in the tours & activities space: how to turn an offline industry online
- Bridging the gap between supply and demand in a fragmented market
- Exploring the in-destination booking ecosystem
- Appealing to mobile-led travel habits across FITs and millennials
- Designing different UX/UI for a diverse product offering
- How travel tech companies are driving consumer behaviours and innovations
Jonathan Williams
Marketing Director
Klook
11:30
Why isn't anyone using our new app?
- Why understanding the digital experience through the eyes of the traveller is critical to designing engagement technology that genuinely satisfies them
- The challenge of creating a community beyond the social network
- Can we apply the same strategy as retailers to our markets, where apps are used to greet shoppers and guide them through the store?
Josh Wicks
Head of Partnerships
Travello App
12:00
ENTERPRISE SERVICE MANAGEMENT: ALIGNING YOUR ENTIRE BUSINESS AROUND THE DELIVERY OF HIGH QUALITY CUSTOMER SERVICES
At a fundamental level, a travel agency is a managed-service provider (MSP). Enterprise Service Management (ESM) is transforming the way that MSPs service their clients by aligning the entire business around the provision of high quality internal and external services. Les will describe how Globetrotter has embraced ESM, the challenges they’ve faced and the lessons that can be applied to MSPs of any size.
- How to start, nurture and lead an ESM disruption in your business
- Fostering innovation and setting up the right capabilities
- The importance of service measurement and sustainability
Les Ritchin
Chief Information Officer
Globetrotter Corporate Travel
12:30
USE YOUR WORDS: IMPROVING THE CUSTOMER EXPERIENCE WITH CONVERSATIONAL AI
- Leveraging Conversational User Interfaces (UI) technology to improve customer experiences
- Reducing customer effort by empowering the customer to use their own words
- Utilising Natural Language Processing to help deliver exceptional self-service capabilities
Daniel Ferguson
Vice President Asia Pacific
Inference Solutions
13:00
Networking lunch
14:00
Your face is your new passport: recognition technology
- How biometrics are transforming the way we travel
- Security or big brother- the privacy discussion
- Improving the travel experience through biometrics
- Payment at our fingertips: when will we be there?
Karen Messitt
Managing Director
Optic Insights
14:30
Crypto tourism: preparing for opportunities beyond the horizon
More than 30 businesses in Agnes Water and the Town of 1770 in central Queensland now accept cryptocurrency as a form of payment, with the beach community billing itself as Australia's first "digital currency-friendly" tourist town. This session will explore the challenges and opportunities of crypto tourism with real world examples.
- The why, the when and the how of including crypto payments - will cover a brief look at the timeline of key developments in the space, who uses crypto and why, and how businesses accepts crypto on the travelbybit platform
- Why supporting a crypto-friendly social movement could pay back - Will look at the challenges with accepting crypto - risk of hacks etc... and the opportunities…facebook libra’s potential to enable true borderless global commerce
- Preventing fraud through transparency - will discuss the technical difference in the trust model of blockchain payments vs credit card payments
Caleb Yeoh
CEO
Travel by Bit
Fabienne Wintle
Vice President
Discovery Coast Tourism & Commerce, Town of 1770 and Agnes Water
15:00
Building your big data capabilities
Being the “oil” of the digital economy, big data represents a huge opportunity in competitiveness and innovation in tourism. But do you know how to manage data as a valuable asset and translate it into business value?
- Creating the best data infrastructure
- Avoiding silos, duplications, poor quality, organisational structure issues
- Dark data – Why you should worry about it
- Developing big data analytics skills, creative thinking and information-based decision-making
Marianna Sigala
Director of the Centre of Tourism & Leisure Management (CTLM)
University of South Australia Business School
15:30
Using travel tech to beat climate change
- Innovation in connecting businesses and customers with climate change actions
- Calculating your environmental impact to easily offset carbon emissions
- Why this is a solution that is important for the travel industry
Peter Castellas
CEO
Tasman Environmental Markets
14:00
Closing remarks from the Chair
16:10
End of day two and close of conference