Archives: Agenda

• The whole journey from transformation, what happened 5 years ago – an evolution of learnings
• Roadmap to meeting ESG targets aligned with emerging regulations and guest preferences
• Where we’re investing in 2027 — and why?

Moderator: Ted Horner, Owner, E Horner & Associates

More Panelists TBC

• Competing in hyper-saturated markets against global brands—and why we built a proprietary CRM/CRS and PMS to control our guest data and execution.
• CDP as the “brain” of the stack: practical lessons from integrating the CDP with in-house systems to unify profiles, activate data across channels, and improve decisioning.
• From collection to personalization: progressing from basic data gathering to advanced segmentation and scalable, targeted guest experiences—what worked, what didn’t, and what others can replicate

• When do guests want human vs. digital service?
• Managing omni-channel engagement without fatigue
• The future of the lobby

Moderator: Ted Horner, Owner, E Horner & Associates

• From siloed chaos to smart data: How hotels can unlock AI’s real value
• CDP vs CRM: What’s essential for centralisation?
• How to have an effective data strategy and drive value?
• Breaking silos for smarter revenue & operations
• Practical ROI: how clean, unified data improves RevPAR & efficiency

Moderator: Nicholas Wyatt, Foodservice & Tourism Director, GlobalData

• Learning from hospitality AI power users through real-world rollout lessons in guest messaging, mobile check-in, and operational automation
• Exploring industry-wide AI adoption through case studies, market trends, and research on vendor selection, change management, and measurable impact
• Gaining a forward-looking view of AI’s next frontier in back-of-house innovation and advanced personalisation, including key lessons from experienced adopters