15th May 2017 | 30 Euston Square, London, NW1 2FB
With an unrivalled reputation for service, John Lewis has ensured that its hospitality is as consistent online as it is in store. Tom Athron will explain how the business has embedded a digital culture into the organisation while retaining its personal experience. He will explore what hospitality operators can learn from the retail innovators and decode the digital touches that promote loyalty and profits.
Group Development Director
John Lewis Partnership
Naveed will explain
the changing consumer behaviours and attitudes towards digital technology in
the on-trade with regard to website use, booking, loyalty and mobile use. He
will also explore new methods of consumer segmentation, which allows operators
to profile who guest are in an outlet and find out more about them.
Would your business guests prefer to bypass reception and is check-in available on mobile? Do you really know as much about your diners as you think? We’ll explore the how to integrate a digital journey into you offer without alienating the customer committed to a more personal approach.
- The offline/online journey - and allowing customers to transition between the two
- Using digital technology to tailor a more personal approach
- Getting the balance between marketing and revenue management
- Best use of big data to build guest engagement and loyalty
How to best communicate and engage with tomorrow’s guest. The impact of digitisation on loyalty and rewards and how to best use big data. Understand what tomorrow’s guest is looking for and learn how to ensure you deliver it.
- E-mail marketing
- Rewards & offers, real-time vs seasonal
- Sales team and call centre empowerment
- Best practice in analytics and recognition
How to get the marketing mix right and ensure you’re on the right platform, engaging in a meaningful way. Côte Restaurants marketing director Andrew Gallagher and Mark McCulloch from WE ARE Spectacular will describe what really matters to your next generation of guest and explain how to deliver a product and experience that will resonate with them both on site and online.
Marriott’s digital services director Christina Purnell will explain how the hotel giant has built its industry-leading loyalty programme, enabling it to personalise the guest experience and anticipate their guest’s needs. In interview with James Stagg she will explore how the business plans to further enhance its mobile strategy, further develop loyalty benefits and make best use of its considerable guest data.
Director, Global eCommerce & Digital Services, Europe
Omnico will reveal exclusive research into the technology that caterers are using to create a seamless experience for guests. Chief executive Mel Taylor will explore which innovations operators expect to be investing in during the next three years and explain the functionality that will increase engagement and improve income.
We explore the technologies you need to know in 2017 and explain how to harness them in a modern hospitality operation. Our panel will discuss what innovations are likely to hit the sector this year and analyse whether they are worth the investment.
- Where to focus social media marketing and the platforms that have a future
- How to harness chat bots
- What hospitality can learn from the connected experience in modern stadia
- Where you should look for the latest technology inspiration