[Elsnet-list] IFITT Workshop at EyeForTravel, London, 10th May
ifitt at ifitt.org
Tue May 3 14:05:06 CEST 2011
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IFITT is hosting a workshop at the EyeForTravel London Travel Distribution Summit
Europe 2011 to discuss Technology and Social Media enabled Real-time Service Management
in Hospitality and Tourism. There are major developments on this area which boosted
by Context Based Services are expected to have major impacts in customer service
and also in tourism marketing.
When: 10 May 2011, 9.00am - 12.00am
Where: The Business Design Centre, 52 Upper Street, Islington, London, N1 0QH, UK
Cost: Free for IFITT Members - £40 for non IFITT Members (join IFITT on www.ifitt.org)
The hospitality and tourism Industry is changing fast and the pressure to compete
for customers on a global scale is increasing constantly. At the same time consumers'
needs are changing quickly and their demands are getting more complex and sophisticated.
Moreover, by embracing social media tools and real-time communication over the Internet
consumers are more empowered than ever before. Hence, companies don't have the luxury
responding and adapting over long periods of time any more.
Valuable brands have to tackle this challenge. Success or failure of service offerings
depends more and more on their agility, flexibility and the competitive speed at
which they react to the dynamic needs of customers. This requires a real-time understanding
and awareness of consumers' preferences and needs.
KLM recently used social media channels such as Foursquare, Facebook and Twitter
to provide customers an unforgettable service delight and Marriott is using Twitter
to proactively solve customer complaints. These are only two of many examples how
tourism and hospitality companies become more responsive, adaptive and dynamic towards
their customers through real time communication and information. Marketing and operations
leaders need to understand what strategic tools and techniques are available for
them to embrace their customers. This event will gather experts to explore how
the design, delivery and recovery of services in tourism and hospitality is becoming
more and more real-time.
· Understand the importance of real-time communication and information for
service design, delivery and management
· Learn how to embrace real-time for preventing and recovering from service
· How does real-time allow your organisation to give agile and flexible responses
to dynamically changing customer needs
MODERATOR Professor Dimitrios Buhalis IFITT President and Bournemouth University
PRESENTATIONS WILL INCLUDE
Nicolas Gregori and Dimitrios Buhalis (John Kent Institute in Tourism, Bournemouth
University): Real-time information and communication for tourism service design,
delivery, management and recovery
Nate Bucholz (Industry Manager, Google): Using real-time information for customer
service and crisis management
Helena Egan (Tripadvisor.com): User Generated Content and customer reviews towards
real time service experience
Anna Keting (Social Media Manager, KLM): Using social media for real-time crisis
communication and customer service
Don Birch (Vice President Europe, Brand Karma): Using social media reporting for
enhancing brand performance at the point of consumption
Justin Reid (Head of Digital and Social Media, VisitBritain) and Adriana Conte (Social
Media Programme Manager): Social media for real time tourism experiences
Zornitza Yovcheva and Dimitrios Buhalis (John Kent Institute in Tourism, Bournemouth
University): Context-aware and augmented reality mobile applications for real-time
PANEL DISCUSSION WILL INCLUDE
Presenters as well as experts on the area including
Chris Carmichael, Manager ba.com & Mobile Innovation, British Airways
Kevin May, Editor, Tnooz.com
REGISTRATION THROUGH http://events.eyefortravel.com/travel-distribution-summit-europe/workshops.asp
Free for IFITT Members - £40 for non IFITT Members - Join IFITT the eTourism Community
and benefit from cutting edge events (www.ifitt.org)
PLEASE NOTE that participation in the event will give you access to the exhibition
area of the EyeForTravel London Travel Distribution Summit Europe 2011 but NOT to
the conferences. Please contact Eye for Travel and purchase your access. Academic
members of IFITT have a significant discount.
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IFITT | c/o Professor Dimitrios Buhalis | IFITT President | ifitt at yahoo.com | Bournemouth | BH12 5BB | United Kingdom
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