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24 Apr 2017


The UK Chamber of Shipping


30 Park Street,

Book Online

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
  • Bradley Taylor, UK Head of Brand and Customer Experience, GfK
  • Mark Gubbins, Business Performance Manager, 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
  • Andy Gauld, Director, Consulting, 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

Group booking discounts
Book three places and get 50% off the third place
Book five places and get the fifth place free
(This discount will be automatically applied when you book online)

*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number or your application must be in progress when the event takes place.

Non-members are welcome to attend ABTA Conferences and Events. For information about becoming a Member, click here. 

View our booking terms and conditions here.

Event Sponsorship

Headline Sponsor

GfK is one of the world’s largest research companies with more than 13,000 experts working every day to discover new insights into the way people think, live, shop and book holidays in more than 100 countries.  We offer the most comprehensive and accurate picture of the outbound holiday market through insight into where, when, what and how consumers book. Our confidential, aggregated sales data helps our clients better understand both their own, and the industry’s performance at a time of unprecedented trading conditions .  Live booking data enables us to report on consumers actual choices.  Our measurement of their changing behaviours allows us to report on the impact of Brexit and geo-political uncertainty. Weekly data provides our subscribers with information to support best product, pricing and marketing decisions. It also provides valuable context as to the performance of destinations as well as specific holiday- type bookings (eg all inclusive). Accurate booking statistics are vital for understanding market trends which inform short-term tactics and longer-term strategy.  As well as a detailed point of sale tracking service, we have a range of products and services to help clients understand the evolving world of travel through the digital and conventional channels. Relevant, timely and accurate market intelligence turns Big Data into smart data.


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. 


Maru/edr are world leaders in Voice of the Customer programs and a proud part of MARU Group – a technology enabled professional services firm delivering information and insight. As part of MARU, we’re pioneering technology focused feedback combined with deep thinking and an emphasis on actionable outputs, helping us to paint better pictures faster for our clients. With our proven flexible approach, we provide a unique solution thanks to our blend of outstanding in-house technology and advisory insight teams. We are passionate about delivering tailored Voice of the Customer programs – from real-time closed-loop feedback, panels and communities to text analytics and semiotics.

Customers don’t talk to you because they like you, they talk to you because they need something; they need it now and on the platform that suits them. At Thunderhead we join up web, mobile, high street and contact centre customer experiences, connecting them with your existing CRM system giving you a multi-dimensional view of your customers. Our intuitive ONE Engagement Hub allows you to act on the right customer need at the right time. For the first time, customer relationships can be effectively managed at scale. Now you can interact with customers as individuals. Effortless engagement just got personal.  

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


30 Park Street,

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