What's New for 2018?

In the age where customers share their personal experiences on a global scale, speak in hashtags, base their purchasing decisions on the word-of-mouth of strangers, and are interacting with businesses across more channels than ever before, how do you not only keep up, but differentiate yourself?

Here are some of the hottest themes of 2018 that our expert speaker panel will be addressing as they share their transformation stories:


Turning customer data into actionable data: As Aristotle once said 'The more you know, the more you know you don't know.' Similarly, the more you know what your customers are thinking and how they are behaving, the more aware you become of what areas need improving and should therefore be key to transforming your organisation from operationally-based to customer-based.


Creating personalised experiences: One size does not fit all. Tailoring your service offering to each traveler based on theor preferences and lifestyles can ensure you get the best chance for winning their business. When you can deliver a "wow, that's just right for me" moment, face-to-face or digitally, you're winning not just the customers' mind, but also their heart.


Securing increased direct bookings: The millennial customers want all the information available to them, across any channel, anywhere and at any time. The online model of OTAs has made this much easier for customers to achieve the package they want, often at the price they want. Discover how travel agents and digital pureplays are delivering seamless experiences that attract your customers' attention.


Gaining Customer Loyalty: With each and every interaction that you have with your customer you are gaining (or losing) a chance for them to return to your business. What are you doing to ensure that they feel that your loyalty program matches your brand's value proposition and beats the competition?


Delivering Connected Journeys: Whether at the pre-booking, booking or post-booking stage, the customer should feel that they are on a single journey with your brand and that their interactions with you are connected. Whether they choose to complete a transaction on one channel, or across many, a fluid, easy and personalised journey will win share of wallet. 

To reserve your place at the Exchange, email exchangeinfo@iqpc.com or call 00 44 207 368 9498. When you register for one of only 60 slots open to senior customer experience executives, you will also be added to our on-site loyalty scheme - don't miss out on getting your on-site rewards!