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OCC Host Travel's Senior Executives and technology disruptors in Customer-Centric Innovation Discussions

Press Release   •   Jan 28, 2016 09:00 GMT

One Connected Community (OCC) has invited Wyndham Hotels Group, TripAdvisor, Thomas Cook, Brussels Airlines, Dalziel & Pow, Mubaloo, Dalziel & Pow and Rockar Hyundai to discuss the importance of customer-centric innovation on revenue in 2016.

"I am pleased to speak at the Customer-Centric Innovation in Travel Day. It's a great opportunity to network with other stakeholders and share our perspective on digital transformation and customer engagement." Adrian Hands, eCommerce Manager EMEA, TripAdvisor

As the proliferation of mobile devices and innovative business models continue to disrupt and shape the way customers travel, one thing is clear - customer experience matters more than ever.

As customer expectations evolve, hotels and airlines recognise that customer experience is the only way to truly differentiate, and they are not willing to sit back and watch as their customers (and revenues) slowly move to innovative, customer-centric competitors.

In this setting, key travel stakeholders are searching for new ways to create seamless, meaningful and personalised customer experiences across the entire journey.

The goal is to target customers in the moment at every touch point, taking advantage of digital platforms and innovative business models, with personalised content and offers to improve loyalty, direct channel bookings and ancillary revenues.

Those that take advantage of such capabilities stand to gain against competitors that don’t.

Similar challenges are faced in other sectors. The digital revolution has brought change to the automotive sector – Rockar Hyundai, identified and embraced the issues to create a world first category defining solution. The concept fuses the convenience and flexibility of ecommerce with a dynamic, customer-centric store experience. A significant leap forward not only for the brand involved but also for the automotive sector overall.

It’s an exciting time for travel, but there are significant challenges associated with the innovation models behind engaging customers across the entire journey.

"As seen in retail, you have to create that point of difference. It's not what you sell, but how you sell it. And you can certainly engineer the way that you sell products," says David Dalziel, Creative Director, Dalziel & Pow.

Indeed, now is the time to look at everything from a customer-centric perspective, adds Sarah Weller, Managing Director, Mubaloo.

"Any innovation that is not customer-centric in design and simple, will not be adopted."

To win in the customer-centric world and reclaim direct profitable relationships with customers, travel brands must adopt next-generation digital thinking and practices - a move away from the traditional product approach, to a customer journey approach. It’s no longer about selling a room or a flight, but selling a personal service.

This requires a considerable investment of time, money and resources as well as a willingness to experiment and make continual improvements.

Indeed, to achieve the personlisation vision, hotels and airlines must better manage and integrate data across the organisation, analyse behavioural data throughout the entire journey, and empower all staff (and partners) with the organisation, insight and technology to make meaningful connections.

To help hotels and airlines navigate this complex and rapidly developing shift, OCC have built a unique and highly valuable forum, taking place May 4 in London, to redefine customer experience and reclaim direct, profitable relationships.

Led by Wyndham Hotels Group, TripAdvisor, Thomas Cook and Brussels Airlines, The Customer-Centric Innovation in Travel Day will help you define your customer-first proposition and provide you with a step-by-step guide to plan and execute transformation.

Complacent hotels and airlines will very soon be swept away by more innovative companies. Now is the time to innovate and deliver the perfect travel experience.

About: The Customer-Centric Innovation in Travel Conference

Where: The Millbank Tower, London

When: May 4, 2016

Objective: Create unprecedented, personal customer experiences at every touch point


George Kiley, Event Director, OCC says: “It's a day to listen carefully to, and engage with, hand-picked thought leaders on the innovative technology, process and organisation to drive unprecedented customer experiences and new revenues.”

We share inspirational stories to highlight how technology and engaging customer experiences make a real difference to the bottom line. We do this by inviting the most influential thought leaders to challenge, transform and define the future of customer experience across our leading conferences and original video content.

Since 2013, every ticket purchased helps to change the lives of London’s young adults who have learning disabilities. Your support helps those who need it the most lead successful, happy and fulfilling lives once they leave school.

For more information contact George Kiley on

Tel: +44 (0)208 8193122

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