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24 Apr 2017


The venue will be confirmed at least 2-3 weeks in advance of the event.


Central London

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Customer Insight in the Travel Industry - London

Event details

Customer insight enables you to build up a better understanding of your customers and their behaviours, and you can use this information to personalise and target your sales and marketing strategy.

ABTA's Customer Insight in the Travel Industry conference explores how to gain insight into your customer at every touchpoint and how to use this intelligence to segment target markets, personalise experiences and influence customer decision making. 

This practical one-day conference is tailored for those working in travel, including large and small firms. Leading travel marketing and data analytics experts will demonstrate how to capture, measure and store valuable insight. Use this insight to understand your customer, predict their behaviour, personalise services, understand and engage lucrative markets and secure long-term loyalty.

Consumer behaviour in the travel industry is rapidly changing and numerous advances in technology are putting customers in control.  In a competitive travel market, it is vital that you understand your customers and use this insight to continually improve your customer’s experience.

To view the full programme click here.


The programme will include the following;

  • Building effective journey maps to improve customer interactions
  • Analysing customer data to identify segments (e.g. millennials, families, over 50s) and creating accurate profiles
  • Using data to offer a personalised and customised travel experiences
  • Using insight to improve brand loyalty
  • Channel management - understanding how and when customers want to connect with you and how to engage


  • Moderator: Brian Weston, Director of Research and Insight, Institute of Customer Service
  • Jeremy Ellis, Marketing and Customer Experience Director, TUI UK and Ireland
  • Kathryn Darbandi, Director of Retail and Customer Experience, Thomas Cook
  • Dean Harvey, Marketing Director, Kuoni
  • Helen Roberts, UK Head of Travel & Hospitality, GfK
  • Daniel Buckingham, Head of Retail, Virgin Holidays 
  • Debra Walmsley, Head of Customer Research and Insight, British Airways
  • Jasman Ahmad, Planning Director, Accord
  • Liz Emmott, Director, Amadeus
  • Tobin Sparrow, Client Director, Maru/edr
  • Rachel Angell, Performance Improvement Manager, The Dorchester Collection
  • Victoria Bacon, Director of Brand and Business Development, ABTA
  • Partner, Travel and Aviation, Deloitte

Benefits of attending

  • To get an update on customer trends and market segments in travel
  • To hear real-life industry examples from leading travel industry marketing and insight experts
  • To get guidance on how to create actionable insights through the use of data analytics
  • To find out more about innovative mapping and behavioural analysis techniques
  • To review the channels you are using to engage and understand your customers  
  • To hear best practice advice on how to measure and improve the customer experience, personalise services, build loyalty and engage target markets.

Who should attend?

The event is ideal for anyone working in the travel industry including large and small firms in travel, aviation and hospitality;

  • Managing Directors, Senior Managers
  • Marketing teams including digital, retail
  • Customer experience and insight teams
  • Data analytics and research teams
  • SEO/Website/ CRM Teams 

ABTA Members benefit from discounted rates. Non-members working in the travel industry are encouraged to attend. 

Event Prices

ABTA Member / ABTA Partner rate - £245 plus VAT 
Non-member rate - £365 plus VAT

*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number. 

Event Sponsorship

Headline Sponsor

GfK is the trusted source of relevant market and consumer information that enables its clients to make smarter decisions. More than 13,000 market research experts combine their passion with GfK’s long-standing data science experience. This allows GfK to deliver vital global insights matched with local market intelligence from more than 100 countries. By using innovative technologies and data sciences, GfK turns big data into smart data, enabling its clients to improve their competitive edge and enrich consumers’ experiences and choices.


Accord is the UK's leading travel marketing agency. Founded in 1988, we regularly work with over 600 clients operating in every sector of travel, tourism, hospitality and leisure. Everything we do is brilliantly joined-up, achieving real results by using the right channels, targeting the right audiences and developing the right strategy.

You may know Amadeus as the world’s leading travel technology company and GDS provider. We develop solutions for travel sellers and travel providers, creating an online marketplace for real-time sales and superior customer service. We’re Europe’s biggest investor in new technology for travel, but we also invest in researching the evolving consumer landscape. By understanding what travellers need and want, we’re in a better position to work with travel agency customers and industry partners to enable long-term business success. So whatever you think you know about Amadeus, 2017 is the perfect time to take a closer look. 

For details on how to promote your company via headline sponsorship, branding and exhibition, contact Matt Turton on 020 3693 0194or 


Central London


Central London

Headline Sponsor



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