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Transcript of Hanson Wade - Smart Guest Analytics Brochure WEB6
www.smartguestanalytics.com
Martin StolfaVice President Commercial Services AnalyticsHilton Worldwide
Shawn JerebVice President Revenue Management & Distribution Belmond
17 Conference Speakers Including:
Alex LiangDirector of Data Programs & StrategyeBay Inc
Agnes RoquefortSenior Vice President Global Revenue Management & AnalyticsAccor
Jeremy TerBushSenior Vice President Analytics Wyndham Exchange & Rentals
Analytics Expertise Honed For Hoteliers
August 24-26, 2015, New York City, USA
Revenue | Experience | Loyalty
Smart Guest Analytics 2015Welcome To
Build Loyalty• Identify and retain high-value members earlier no
matter what your market type• Learn how hoteliers can win the hearts and wallets
of millennials• Share lessons learned with out of industry experts about
developing deeper more personalized relationships with customers
Key Takeaways
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
Zach Butler Programme DirectorSmart Guest Analytics 2015
Advanced guest insight and analytics strategies to increase revenue, improve experience and build loyalty.Obtaining data isn’t the problem, it’s maximizing its value. • Unlock the power within and make data driven
decisions • Break business silos and deliver a unified data
structure • Transform the effectiveness of commercial teamsSmart Guest Analytics 2015 will show you how.
Advanced analytics are giving hoteliers the opportunity to better understand their guests, enabling the prediction and delivery of more personalized consumer and business offerings. Smart data driven decisions are the opportunity to win back the power in data. Outperform competitors and deliver a unified guest experience, for the hotels getting it right.
By identifying trends in customer behavior through better understanding our data and using analytics to engage
and interact, we are developing the power to predict and drive future revenue patterns based on indisputable fact.
Smart Guest Analytics 2015 has been designed to hone analytics expertise exclusively for the hotel industry, by industry leaders from some of the most progressive data driven hotel organizations. Smart Guest Analytics 2015 will enable you to unlock the potential from analytics, make better data driven business decisions, increase yield, improve guest experience, and build long term loyalty to your brand.
I look forward to working with the analytics evangelists amongst you in New York this August.
Real world applications where data and analytics are changing the way hoteliers make business decisions to improve the bottom line 16Case
StudiesFrom Leading Hoteliers
Increase Revenue • Use analytics to revolutionize your demand forecasting
strategies• Combat legacy processes that stifle innovation
& decrease yield• Integrate 3rd party digital information sources to
develop closer, more profitable relationships
Improve Experience• Leverage big data analytics to enhance personalization
& drive conversion rates• Give your staff the real-time view of guests by making
sense of social data• Nail the right time, right customer approach in
predictive digital marketing
Break Silos• Establish effective data practice and generate
incremental analytics value whatever the budget• Make better data driven decisions by developing agility
across commercial service functions• Ensure board buy in to enable the transformation into a
data driven analytics based organization
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Why Hanson Wade?
Hanson Wade’s primary goal is to deliver commercial results faster with less risk both within organizations and across industries. We do this by finding the right people, the right issues, the right answers, at the right time.
Since 2008 we are proud to have worked with some of the world’s smartest analytic thinkers and doers through exclusive business conferences and year round community contact across industries such as life sciences, oil & gas, finance, aviation, and sports.
Smart Guest Analytics arrives from extensive research with over 50 of the world’s top hoteliers all of whom see and feel the potential to increase yield, improve guest experience and build brand loyalty by unlocking the value from data through advanced analytics.
Smart Guest Analytics 2015 August 24-26, 2015
Play your part in progressing the hotels sector into the forefront of analytics excellence by adapting successful strategic analytics insight from other industries
Blueprint data ownership, governance and privacy struggles between holier, OTA and supplier
Newly appointed seasoned analytics evangelists share how they are honing lessons learned from outside hotels to their new operating models
Embrace the evolution of data scientists to deliver a change roadmap across your organization
eBay share how to tame complexity through a culture of BI to progress in the journey to analytics excellence
Generate incremental analytics value by establishing effective data practice across your organization
Drive conversion rates through enhancing personalization by leveraging big data analytics
Make data driven decisions and give factual feedback by turning online data into actionable knowledge
Break Silos to unlock the power within and transform the effectiveness of commercial teams through a unified data structure
eBay share how to tame complexity through a culture of BI to progress in the journey to analytics excellence 5.
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5 Lessons to Learn 5 Ideas To Implement
Speakers At Smart Guest Analytics 2015
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
Kelly McGuire Executive Director, Hospitality & Travel Global Practice SAS Institute
Martin StolfaVice President Commercial Services AnalyticsHilton Worldwide
Chris AndersonAssociate Professor Services Operations ManagementCornell Centre for Hospitality Research
Chris FarrarPartner & Senior AnalystWindrose Analytics
Chris AmenechiVice President Revenue ManagementPorter Airlines
Shawn JerebVice President Revenue Management & Distribution Belmond
Jeremy TerBushSenior Vice President AnalyticsWyndham Exchange & Rentals
Alex LiangDirector of Data Programs & StrategyeBay Inc
Peter Jordan Founder GenC Traveller
Menka UttamchandaniVice President Business Intelligence Denihan
Brian PayeaHead of Industry Relations Trip Advisor
Claudia InfanteSenior Director, Revenue & Distribution StrategyHard Rock Hotels & Casinos
Agnes RoquefortSenior Vice President Global Revenue Management & AnalyticsAccor
Jonathan IsernhagenDirector Analytics & InsightsWyndham Hotel Group
Monica Xureb Chief Revenue Officer & Senior Vice President Loews Hotels & Resorts
Florent CailliauDirector, Global Revenue Management Strategy & AnalyticsStarwood Hotels & Resorts
Peter CuthbertExecutive Director Customer Insights & AnalyticsFRHI Hotels & Resorts
I think it’s so important as analytics evangelists that we share how to build a data driven culture and how to infuse analytics into business decisions. I’m looking forward to having this debate at Smart Guest Analytics
Jeremy TerBush, Senior Vice President Analytics, Wyndham Exchange & Rentals
Terri Miller Chief Executive Officer Concilio Labs
Conference Day One
8.00 Registration & Networking
8.30 Chairman’s Opening Remarks & Connection Before Content Session
Building The Truly Data Centric Hotelier
9.00 Increase Yield, Improve Experience & Build Long Term Brand Loyalty By Investing In Data & Analytics • What new strategies are needed for tomorrow’s commercial environment to push
hoteliers to the forefront of the consumer data evolution
• How connecting the new 4p’s of marketing with big data will improve personalization & give a single view of your guest
• Hear from some of the most progressive hoteliers how predictive analytics have led to an improved personalized customer experience and increased yield
Agnes Roquefort, Senior Vice President Global Revenue Management & Analytics, Accor
Martin Stolfa, Vice President Commercial Services Analytics, Hilton Worldwide
Jeremy TerBush, Senior Vice President Analytics, Wyndham Exchange & Rentals
10.00 Establishing Effective Data Practice In The World’s Largest And Fastest Growing Hospitality Company • Quickly generate incremental analytics value to deepen buy-in for your
analytics projects • Build collaboration, support and trust across your organization in support of your
analytics roadmap • Gain insight into better data sharing in-house and the role of each department
in achieving shared goals
Martin Stolfa, Vice President Commercial Services Analytics, Hilton Worldwide
10.30 Morning Refreshments & Speed Networking Making contacts with your peers in the industry is one of the most important parts of your conference experience. Speed networking allows you to meet
the people you would like to have more in-depth conversations with later in the conference. This session is the ideal opportunity to get face-to-face time with many of the brightest minds working in your field.
11.30 Case Study: How eBay Has Tamed Complexity Through A Self Service Culture Of Business Intelligence
In the same way we might browse eBay looking for a second hand lawn mower, front-line eBay staff use a similar interface to help themselves to its massive data store. eBay has spent the past three years transforming its data analysis and reporting capabilities. Alex will share with you just how they tamed the phenomenal amount of data generated from 100 million active users buying more than US$3500 of goods every second.
• Challenges faced in the development of a multi-platform, self-serve data analytics environment
• How to enable innovation across your business through data access• How eBay’s business is structured to capitalize upon analytics opportunity• Encouraging data analysts to collaborate across departments • How eBay is using this system to make predictions for the future • Insight into the key business results that have been achieved so far• What the analytics future holds for eBay
Alex Liang, Director of Data Programs & Strategy, eBay Inc
12.00 Outside In: Lessons Learned From Outside Hotels In Developing A Data Driven Culture • What strategies and ideas can be taught and transferred from more developed
industries to help transform how you could see and use your data? • How to build a breed of analytics evangelists across your organization • Take this analytics insight and adopt it to your own hotel business model
Chris Amenechi, Vice President Revenue Management, Porter Airlines
Jeremy TerBush, Senior Vice President Analytics, Wyndham Exchange & Rentals
Alex Liang, Director of Data Programs & Strategy, eBay Inc
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
Tuesday August 25, 2015
Conference Day One
12.30 Speed Learning: Ensure Board Level Buy In To Enable The Transformation To A Data Driven Analytics Based Organization
Share lessons learned and best practices from some of the most progressive hotel organizations who have driven change through analytics.• How to achieve return on marketing investment using analytics
• How do you turn data into insight?
• How to justify investments to the board?
• How can you develop a blueprint for an enterprize wide big data strategy?
• What are the best strategies to enforce data standards across your organization?
60 minutes, 40+ contacts, 5 key ideas
1.30 Networking Lunch
2.30 Roundtable: Empower Innovation By Aligning Shared Analytic Goals
How can you change the game? This interactive session allows you to take a look at what people tried, what’s working & what needs to change.• Analyze functional priorities between marketing, revenue management, experience,
loyalty
• Work together to achieve shared goals in improving experience & loyalty
• Use analytics to bridge the gap between silo-ed data and functions to make smarter data driven decisions
Terri Miller, Chief Executive Officer, Concilio Labs
Making Smart Data Driven Decisions To Optimize Yield
3.00 Analytics To Revolutionize Demand Forecasting Strategies & Drive RevPAR, TrevPAR, ProPAST & ADR• How to use existing RM tools & strategies to learn more about your function
space demand patterns and pricing strategies
• Explore how using available data will enable you to use predictive analytics and accurately predict group demand and increase ProPAST
• Learn which metrics enable smart data driven business decisions in the age of smart revenue management
Agnes Roquefort, Senior Vice President Global Revenue Management & Analytics, Accor
3.30 Panel Discussion: Combat Legacy Processes That Stifle Innovation & Decrease Yield• A potential cloud based enterprise PMS service to improve agility and accurately
report into your PMS system
• Develop an architecture to combine all guest data into a central customer profile repository for rapid profiling
• Use predictive analytics to maximize revenue by targeting individuals based on their previous buying trends
Jeremy TerBush, Senior Vice President Analytics, Wyndham Worldwide
Florent Cailliau, Director, Global Revenue Management Strategy & Analytics , Starwood Hotels & Resorts
Chris Amenechi, Vice President Revenue Management, Porter Airlines
4.00 Networking & Afternoon Refreshments
4.30 Integrate 3rd Party Digital Information Sources To Develop Closer, More Profitable Relationships With Guests• Fully integrate social data and review surveys into existing PMS systems to analyze
live booking behavior
• Personalize upselling strategies for increased customer satisfaction and yield
• Use digital data sources to make smart business decisions to stay ahead of competition
Chris Anderson, Associate Professor Services Operations Management, Cornell Centre for Hospitality Research Kelly McGuire, Executive Director, Hospitality & Travel Global Practice, SAS Institute
5.30 Close Of Day One
With Insight From
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
Tuesday August 25, 2015
Conference Day Two
8.00 Advanced Analytics Breakfast Briefing: Adopting A Data Driven Culture Across Your Organization
8.45 Chairman’s Opening Remarks & Recap Of Day One
Driving Loyalty Through Experience
9.00 Leveraging Big Data Analytics To Enhance Personalization & Drive Conversation Rates • The importance of cross-device tracking in calculating true ROI of channel spend • Growing data advocates that truly believe caring for data is just as important as caring for
a person• A deep dive into attribution modelling in a digital multi-device environment to truly
understand your guests journey
Jonathan Isernhagen, Director Analytics & Insights, Wyndham Hotel Group
9.30 Give Your Teams Better Insight By Turning Guest Feedback Into Knowledge With An ‘Actionable Now’ & A ‘Future Planning’ Perspective• Use guests’ feedback through surveys and online reviews to drive better tactical and
strategic decision making• See how analytics can impact your operations processes, marketing analytics, future
product development and informs renovation strategy • Develop marketing strategies with review analytics at the heart
Menka Uttamchandani, Vice President Business Intelligence, Denihan
Brian Payea, Head of Industry Relations, TripAdvisor
10.00 Networking & Morning Refreshments
10.30 Identify & Retain High-Value Members Earlier Through Effective Predictive Modelling • What are “the right questions” to develop the ability to deliver one to one pricing to
loyal guests • Overcome barriers to guest data such as privacy laws and systems constraints • The blurring and merging of some RM and marketing functions to market to
loyal guests on property
Shawn Jereb, Revenue Management & Distribution, Belmond Monica Xuereb, Chief Revenue Officer & Senior Vice President, Loews Hotels & Resorts
11.00 How The Hotel Industry Can Win The Hearts And Wallets Of Millennial’s • The critical importance of scenography in the buying and selling process for hoteliers
• Aligning your brand strategy with millennial’s travel trends by connecting in the way they want you too
• Emotionally connecting across digital channels
11.30 Outside In: Transferring Skills & Lessons Learned From Outside The Industry To Develop Deeper, More Personal Guest Relationships • What strategies and ideas can be transferred from previous roles to transform how we
see and use data? • How other industries have broke internal barriers to achieve analytics excellence • Take this analytics insight and adopt it to your own hotel business model
Peter Cuthbert, Executive Director Customer Insights & Analytics, FRHI Hotels & Resorts
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
Wednesday August 26, 2015
12.00 Networking Lunch
Putting Successful Integration At The Heart Of Analytics Success
1.00 How Better Distribution Analytics Could Clear The Air With Online Travel Agencies • A holistic approach in integrating e-commerce, sales, distribution as a single
business silo
• Fully understanding the control cost of distribution between hotelier and OTA
• Hear from hoteliers and OTA’s how a fragmented industry will look in 5 years time
Jonathan Isernhagen, Director Analytics & Insights, Wyndham Hotel Group
Brian Payea, Head of Industry Relations, TripAdvisor
Chris Farrar, Principal and Senior Analyst, Windrose Analytics
1.30 Overcoming Data Ownership Power Struggles Between Hoteliers, OTA’s And Suppliers• Developing a hotel centric framework to manage data ownership agreements with
3rd party providers
• Ensure the right privacy procedures are in place for both you and your guest
• Hear examples of how hoteliers have better collaborated with their vendor and the results achieved
Chris Farrar, Principal and Senior Analyst, Windrose Analytics
Brian Payea, Head of Industry Relations, TripAdvisor
2.00 Roundtable: Embracing The Evolution Of The Hotel Data Scientist• Finding and attracting the worlds best analytics professionals to the hotels industry
• Creating opportunities for like minded analytics peers to embrace the use of data science
• Ensure business wide commitment to data and analytics to increase data driven decision making
• Be gone with data sceptics by making analytics more approachable and accessible across the business
2.30 Networking & Afternoon Refreshments
4.00 Chairman’s Closing Remarks & Close Of Conference
3.00 Troubleshooting Session: Delivering A Change Roadmap We Can Apply To Our Own Companies
Your time at this meeting will only be a success if you can walk away with a blueprint you can actually apply when you get back to the office. This final session will get to the heart of the most pressing analytics issues hoteliers face in 2015. In a scenario based problem-solving format, you will have the chance to find the answers to:
• How can I break data silos within my business?
• How can I work effectively with peers in a pre-competitive space?
• What are the best practices to install a data driven culture within my organization & how do I ensure consistent data standards?
• Where will my analytics strategy provide the biggest ROI?
Team up with your peers in project teams to find solutions to analytic innovation roadblocks in hotels and build a personal roadmap for implementation success when you return to your business.
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
Conference Day TwoWednesday August 26, 2015
I like the agenda’s emphasis on practical applications of prediction. At other conference’s I have attended “propensity to purchase” have been a recurring questions… Smart Guest Analytics will have the answers.
Jonathan Isernhagen, Wyndham Hotel Group
Workshop Day - Monday August 24, 2015
Millennials are forcing the hotels and lodging industry to change. Revenue streams are evolving, the concept of loyalty is under question and hoteliers are working towards aligning their offerings with millennials expectations of a digital experience.
Peter Jordan Founder Gen C Traveller
Workshop B: Getting Smart With The Connected GenerationDate: Monday August 24 | Time: 1:30pm – 4:30pm
Attend this workshop and: • Understand what is shaping the values and
consumer choices of the next generation of both business and leisure travellers
• Lean how to connect with the connected throughout the whole customer journey across multichannel digital devices
• See first hand how millennials are forcing change across hotel brands. What’s worked, what hasn’t and what still needs to be done?
• Grab the opportunity to connect through effective data gathering through mobile, wearable’s, in room tech and loyalty programmes
You will leave with:• An insight into millennials attitude towards data
privacy. • Ways to ensure your loyalty scheme works with a
famously dis-loyal generation • Insight into the future of non-room revenue.
How can hoteliers muscle in on the draws to destinations, local restaurants and outside attractions?
• A clear roadmap into forging closer relationships with millennials through your own booking channels
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
Big data and analytics have been big news in the past few years, and more and more companies in the hotel industry are seeing it as the path to greater revenues and profits. But we are struggling to grasp how to effectively use analytics and actually understand how analytics can help our companies rise above competitors? This workshop has been designed for those who want a better understanding of the key concepts, goals, benefits and techniques of big data analytics.
This interactive session has been designed for your and your colleagues to build a road map towards organization wide analytics success by:• Learn how cross-functional teams peel back the layers of confusing and contradictory data to develop powerful
insights that can impact revenues and margins. • Overcome the problems and complexities of capturing and preparing data, the analytical tools used by data
scientists and the business impacts that can be achieved through the strategic analysis of data. • Learn about the common analytics myths and misconceptions that can get in the way of success.
If you want to maximize the value of this conference and further familiarize yourself with big data analytics in hotels, this is the session for you. This workshop will put you in a better position to leverage the powerful insights from the rest of the conference back to your daily work and immediately begin building analytics success for you and your company.
Chris FarrarPartner & Senior AnalystWindrose Analytics
Workshop Leader
Workshop A: Introduction to Advanced Guest Analytics: Paving The Way For Analytics Success In HotelsDate: Monday August 24 | Time: 9:00am – 12:30pm
Workshop Leader
Sponsoring Smart Guest Analytics 2015
Sponsor
Attendee Breakdown
SVP, VP
Senior Director, Director
Senior Manager
North America
Europe
Rest of World
ATTENDEE BY GEO
70%
20%
10%
ATTENDANCE BY SENIORITY
30%
40%
30%
Researched And Developed With
Revenue Management
Marketing
Digital Marketing
Analytics
Loyalty
Experience
Customer Insight
Ecommerce
CRM
Departments In Attendance
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
As the hotelier community strive for analytics excellence, the opportunity for solution providers working within this space is unrivalled. Do you have the tools to help accelerate the journey to data driven decision making?
Over the last 3 months, we have researched with leading hotel brands including; Hilton, Hyatt, Accor, Starwood, Wyndham, FRHI and others who are all heavily investing
in their analytics capabilities to unlock the power in data and in turn increase revenue, improve experience and build brand loyalty.
Smart Guest Analytics 2015 is the opportunity to influence industry thinking at a very early stage. Ensure your expertise is recognised and respected by the hotels industry.
Contact
Robert Sexton Commercial Manager
Tel: +44 203 141 8798 Email: [email protected]
Concilio Labs are a disruptive force in the world of technology and innovation
for the hospitality industry. We drive next-generation hotel personalization through technology. Concilio Labs designs and develops technology to help hoteliers understand who their guests truly are, and personalize interactions between hotels and their guests. We help hotels create meaningful guest experiences pre, during and post stay. Our product spans multiple touch points including smartphone, tablet, mobile apps, and on premise experiences.
www.conciliolabs.com
CO Sponsor
Prices And Discounts
Code: 6068
Team Discounts*
Full payment is due on registration. Cancellation and Substitution Policy: Cancellations must be received in writing. If the cancellation is received more than 14 days before the conference attendees will receive a full credit to a future conference. Cancellations received 14 days or less (including the four-teenth day) prior to the conference will be liable for the full fee. A substitution from the same organization can be made at any time.
Changes to Conference & Agenda: Hanson Wade reserves the right to postpone or cancel an event, to change the location or alter the advertised speakers. Hanson Wade is not responsible for any loss or damage or costs incurred as a result of substitution, alteration, postponement or cancellation of an event for any reason and including causes beyond its control including without limitation, acts of God, natural disasters, sabotage, accident, trade or industrial disputes, terrorism or hostilities.
Data Protection: The personal information shown and/or provided by you will be held in a database. It may be used to keep you up to date with developments in your industry. Sometimes your details may be obtained or made available to third parties for marketing purposes. If you do not wish your details to be used for this purpose, please write to: Database Manager, Hanson Wade, Suite A, 6 Honduras Street, London EC1Y 0TH
TERMS & CONDITIONS
Secure Your Place*When you’ve made your selections
Non Hotel Company
Hotelier - Hotel Brand/Chain/Franchise/Management Company
Venue
3+ Delegates: 10% Discount4+ Delegates: 15% Discount5+ Delegates: 20% Discount*Please note: Team discounts are only valid when three or more delegates from one company book and pay at the same time. ‘Early Bird’ discounts require payment at the time of registration (or prior to the cut-off date) to secure the applicable discount. All advertised discounts cannot be combined with any other offer.
PACKAGE PRICES Register & Pay Before Friday June 26, 2015
Register & Pay Before Friday July 24, 2015
StandardPrice
GOLD PACKAGEConference + 2 Workshops $2897 (save $800) $3097 (save $600) $3297 (save $400)
SILVER PACKAGEConference + 1 Workshop $2398 (save $600) $2598 (save $400) $2798 (save $200)
BRONZE PACKAGE Conference Only $1899 (save$400) $2099 (save $200) $2299
WORKSHOP ONLY (each) $699 $699 $699
PACKAGE PRICES Register & Pay Before Friday June 26, 2015
Register & Pay Before Friday July 24, 2015
StandardPrice
GOLD PACKAGEConference + 2 Workshops $3197 (save$800) $3397 (save $600) $3597 (save $400)
SILVER PACKAGEConference + 1 Workshop $2698 (save $600) $2898 (save $400) $3098 (save $200)
BRONZE PACKAGE Conference Only $2199 (save $400) $2399 (save $200) $2599
WORKSHOP ONLY (each) $699 $699 $699
Tel: +1 212 537 5898 Email: [email protected] www.smartguestanalytics.com
Smart Guest Analytics 2015 August 24-26, 2015
You can register your place quickly and easily online:www.smartguestanalytics/registerContact us: If you require any further information on the event, or would like us to assist you in making your booking, please contact Hanson Wade via the contact details below.
DoubleTree by Hilton Metropolitan - New York City569 Lexington Avenue (at 51st Street)New York, NY 10022
www.metropolitannewyorkcity.doubletree.comOvernight accommodation is not included in the registration fee, however accommodation options will be sent out with your confirmation email upon registering.