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Thursday, October 10 • 12:50pm - 1:30pm
Crouch, Touch, Pause, Engage – Connecting with the Customer

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The customer is king, but how much do you really know about them? Get ready to engage, as this important session will explore the many roles of the customer in the success of your business, both as a source and a generator of revenue, and how you can best develop your strategy for connection with them over the short and long term.

Speakers
avatar for Scott Young

Scott Young

CEO BVA Nudge Unit UK, BVA Nudge Unit
Scott Young is the CEO of the BVA Nudge Unit UK and a Senior Vice President of the BVA Group. The BVA Nudge Unit is a global consultancy that specialises in driving successful behavioural change, and has conducted over 150 successful initiatives on behalf of global organisations... Read More →
avatar for Fiona Adams

Fiona Adams

Co-Founder, The Know
Fiona Adams joined forces with business partner Mané Ryatt in 2016 to create The Know. With their extensive experience as guests at luxury and boutique hotels, they recognised a disjoin between the true guest perspective and the actual feedback received by hoteliers.  Drawing on... Read More →
avatar for Mark Forrester

Mark Forrester

Chairman, 80 DAYS
Mark Forrester is the Chairman of 80 DAYS, a creative and digital marketing agency specialising in the travel and hospitality sector. Mark founded 80 DAYS (formerly Occupancy Marketing) in 2001 and the company now provides branding, design and marketing support for over 450 four and... Read More →
avatar for Heather Laverne

Heather Laverne

VP, Customer Engagement, Loyalty & Partnerships, Hilton
Heather Laverne is Vice President of Customer Engagement, Loyalty & Partnerships EMEA for Hilton.  She is responsible for increasing consumer growth through strategically designed partnerships and driving customer engagement through the Hilton Honors loyalty programme.Heather joined... Read More →
avatar for Helen Maher

Helen Maher

Director, Market Management, Expedia Group
As Director of Expedia Group’s London market, Helen oversees the team responsible with increasing supply in Expedia’s leading EMEA market. Helen leads on market development strategy, seeking to optimize hotels in the Expedia Group marketplace and the lodging market overall. Helen’s... Read More →


Thursday October 10, 2019 12:50pm - 1:30pm
Deansgate Suite