Archives: Agenda

• Industry leaders debate hype vs. long-term adoption
• Barriers to implementation across diverse EU markets
• Operator and investor perspectives on ROI and decision making on spend
• Emerging trends in guest expectations across EU markets

Moderator: Ted Horner

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

• Start backstage: Redesign the employee digital care journey and internal processes first to enable consistently exceptional service
• Don’t just add more tasks: Drive impact through smarter, digitized ways of working—simplifying, automating, and guiding work rather than increasing workload
• Align the application landscape to real operational workflows, with a practical walkthrough of key screens and end-to-end flows