Growing loyalty in a time of accelerated supply chain issues, service failures and limited staffing is a challenge most Travel, Hospitality and Dining brands are facing. In the age of AI, how do brands scale experiences without the needed resources that have left the industry. Digital progress has accelerated 20-25 faster to support not only accelerated customer expectations, but also to scale teams through automation. Integrated journeys are the path to capture loyalty moving beyond the transaction view to a customer view factoring in propensity, churn and recent experiences across all channels to maximize lifetime value. The next evolution of loyalty requires real time personalization and service designed for speed and convenience. In 2022, systems have reached a tipping point in the ability to provide continuous intelligence to deliver on real time loyalty activation.
Topics we’ll explore:
• The acceleration of digital disruption & rise of AI • Why early adopters are winning in both top line and bottom-line growth • Automating Personalization in Travel • Real Time Loyalty Activation in Action
Drew Burns is Group Product Marketing Manager for Adobe Target, the industry-leading experience optimization platform, and he has been an evangelist and a practitioner in the personalization and testing space for 15 years. He works with progressive enterprise companies across industries on building the foundation and maturing their optimization and personalization efforts, strategies and programs leveraging manual and A.I./ML capabilities. At Adobe, he works alongside the leading enterprise companies in retail/e-commerce, travel & hospitality, financial, media & publishing, B2B/ High Tech and other verticals to improve and grow their optimization and personalization efforts, strategies and programs.
Julie is a customer experience advocate and thought leader with 20+ years as a data driven marketer focused on eCommerce and customer experience management for Fortune 500 companies in both Travel and CPG verticals. She's led numerous teams and organizations through digital transformations and developed strategies around change management to enable teams and empower individuals. She views digital as an enabler to a better customer experience and a critical element to operating in real-time in a seamless manner. As the Global Head of Industry for Travel, Hospitality and Dining brands, her priority focus is helping to educate and inspire brands in their digital transformations.
With a passion for connecting data and creativity, Ben Tepfer is Adobe’s resident storyteller. As the Senior Technical Evangelist for Adobe’s Experience Cloud and Experience Platform, Ben is responsible for creating and representing the vision and value of Adobe in real-world use cases for the market, analysts, and customers globally. Ben has led keynotes at numerous Adobe events and contributed to Entrepreneur, Adweek, Cheddar, Huffington Post, VentureBeat, and MediaPost, and speaks at major industry conferences.
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