Future Guest Experience 2020

September 28 - 29, 2020

Las Vegas, NV

Day One: Monday, September 9, 2019 Guest Experience Optimization, Loyalty, And Engagement

Day One of Future Guest Experience will provide you with insights and knowledge to improve your guest relationships. Learn how to better engage with your guests to win over their loyalty!

7:45 am - 8:45 am Registration and Breakfast

8:45 am - 9:00 am Welcome Remarks & Ice Breaker

Olga Rodriguez, Event Director at Future Guest Experience 2019

Olga Rodriguez

Event Director
Future Guest Experience 2019

9:00 am - 9:15 am Chairperson’s Opening Remarks

Justine Santa Cruz, SVP of Sales, Americas at Satisfi Labs

Justine Santa Cruz

SVP of Sales, Americas
Satisfi Labs

9:10 am - 9:35 am Keynote Presentation - Meeting The Demands Of Rapidly Changing Guest Expectations

Guest expectations are being set by industries such as retail and “Big Tech”. This means that the industry needs to adapt quickly to remain relevant to today’s guest. In this keynote session led by the head of inhotel technology and strategy at IHG, you’ll learn how to exceed guest expectations.
•Being prepared to make changes in order to provide your guest with the experiences they want
•Providing personalized recommendations when guests are on property
•Connecting socially with other guests while they’re on property
•Giving your staff the tools to anticipate guests need before their arrival
•Understanding the ways in which guest expectations are changing in order to meet those demands and remain relevant

Ali Saeb, Director In-Hotel Strategy - Global Hotels & Owners Solutions at Intercontinental Hotels Group

Ali Saeb

Director In-Hotel Strategy - Global Hotels & Owners Solutions
Intercontinental Hotels Group

Although the hospitality industry is changing rapidly with technology innovations, the foundation and core values remain the same. The question then is: how will you capitalize on emerging technology and trends to gain guest loyalty and stand out in a competitive environment? With SVP and VP speakers from top NBA teams like the Golden State Warriors, leading major movie theaters, innovative cruise lines such as Virgin Voyages and hotel management companies speaking, you’ll walk away with detailed perspectives
on the future of the hospitality industry.
•Orchestrating a “personality” for your properties that connects with both existing and prospective guests 
•Using platforms to promote your offerings, engage customers, and build relationships
•Implementing VR marketing into your guest engagement strategy in order to tell stories that resonate with today’s guest 
•Incorporating technology into your properties that makes your guest’s life easier and personalizes their experience 

John Beaven, SVP, Ticket Sales And Services at Golden State Warriors

John Beaven

SVP, Ticket Sales And Services
Golden State Warriors

Julius Lai, SVP, Digital & Loyalty Marketing at AMC

Julius Lai

SVP, Digital & Loyalty Marketing
AMC

Brian Bolf, SVP of Revenue Management at Kokua and Filament Hospitality

Brian Bolf

SVP of Revenue Management
Kokua and Filament Hospitality

Nicole Huang, Director Of Customer Experience at Virgin Voyages

Nicole Huang

Director Of Customer Experience
Virgin Voyages

Eugene Jones, CEO at RoomOrders

Eugene Jones

CEO
RoomOrders

9:55 am - 10:20 am Keynote Presentation – Delivering A Better Guest Experience In Partnership With Your Front Line Employees

We’re so excited to present a dynamic industry veteran, Maggie Lang, as an opening keynote presenter at Future Guest Experience. With her background spanning airlines and hotels, Maggie will present how Civana is delivering an exceptional guest experience, and using technology and staff to support their CX goals. You’ll leave this session with tactics and tools to help support both the goals of your organization, as well as your front line staff.
  • Using apps as an educational tool for front line staff in order to help them provide better guest experiences
  • Using technology tools that will help leadership teams understand staff performance and help them improve
  •  Providing your leadership teams with technology that will improve the performance of front-line staff
Maggie Lang, Former Senior Executive at Civana, United Airlines, Kimpton, ARRIVE Hotels

Maggie Lang

Former Senior Executive
Civana, United Airlines, Kimpton, ARRIVE Hotels

10:20 am - 11:05 am Morning Refreshment & Networking Break & Speaker Q&A

While grabbing refreshments and chatting with technology experts in the Innovation Lab, Get more face time with the speaker faculty. They’ll be in the Exhibit Hall during every break answering your questions, and helping you problem solve.
Consistent and engaging guest experiences are the only real way to stand out in a competitive landscape, and in this session we’ll discuss the principles to adopt in order to achieve this across the board. Our guest experience experts from management companies, leading hotels like the Mohegan Sun and sporting arenas delve into the way to exceed customer expectations and truly stand out during this keynote group discussion.
•Understanding the importance of competing on customer experience as much as you compete on product and price 
•Creating a common purpose to align your organization’s goals and enhance the guest experience effectively 
•Gaining a holistic understanding of your guest to create personalized interactions
•Implementing guest experience strategies that will enable you to outperform your competition

Matthew Woodruff, Executive Vice President, Guest Excellence, Chief Brand Partner Officer at Hospitality Ventures Management Group

Matthew Woodruff

Executive Vice President, Guest Excellence, Chief Brand Partner Officer
Hospitality Ventures Management Group

Amanda Nichols, Senior Director, Marketing & Guest Experience, Homes & Villas by Marriott International at Marriott International

Amanda Nichols

Senior Director, Marketing & Guest Experience, Homes & Villas by Marriott International
Marriott International

Jayne Martin, Director of Fan Experience at Kansas City Chiefs

Jayne Martin

Director of Fan Experience
Kansas City Chiefs

11:35 am - 12:00 pm Keynote Presentation Remix - Adopting The Right Tech To Enhance The Back And Front Of The House Experience For Guests

A sixteen year veteran at Marriott international, the largest hotel chain in the world, Scott understands how to balance tech with providing the ultimate guest experience. Oliver, their VP of Global Operations joins him during this detailed joint keynote session, outlining how to determine how much tech is “too much tech” and how to focus on areas that will provide the highest guest satisfaction, and greatest ROI.
•Looking at messaging automation to be proactive about servicing guests needs pre-arrival
•Using platforms that use historical guest data to customize their experience 
•Integrating tech that your guests use at home into their experience (such as voice enabled devices)
•Thinking about the ways that technology can support social experiences for guests and help connect guests with each other while on premise
•Examining the use of wearables for staff to be able to more quickly respond to guest needs

Scott Hansen, Sr. Director, Guest Technology, Global Operations at Marriott International, Inc

Scott Hansen

Sr. Director, Guest Technology, Global Operations
Marriott International, Inc

Oliver Meinzer, VP - Global Operations, Digital & Mobile Guest Services at Marriott International

Oliver Meinzer

VP - Global Operations, Digital & Mobile Guest Services
Marriott International

12:00 pm - 12:25 pm Keynote Presentation – The Psychology Of Guest Satisfaction

Too often we look at satisfaction metrics and goals simply as numbers or scorecards to help us improve guest experiences. While those things are important to monitor, the bigger area of opportunity is better understanding how we can leverage simple lessons in cognitive psychology to better craft strategies for long term satisfaction. We will discuss how the human brain is programmed and  strategies you can take to better design experiences, through the lens of your guest to achieve higher levels of satisfaction and loyalty.
Greg Chase, Founder at Experience Strategy Associates

Greg Chase

Founder
Experience Strategy Associates

12:25 pm - 12:50 pm Guest Speaker Presentation - Change Management, MyMagic+ and the Guest Experience

In 2012, Walt Disney World announced the beginning of MyMagic+, a seamless and all inclusive experience to enhance the overall Guest experience. With such a massive undertaking, how did they have such a successful roll out?  Was it magic?  In this conversation, you will dive into the change management utilized on the front lines and discover why MyMagic+ was so successful and how it continues to ripple through the way Guests experience their vacations...even at your property.
·         Learn why technology should not be the first answer to improving your Customer's Experience
·         Learn why the most effective technology inspires customer buy in
·         Understand the importance of having employees embrace new ideas during times of change
Summer Jelinek, Chief Hospitality Officer at Summer Speaks

Summer Jelinek

Chief Hospitality Officer
Summer Speaks

12:50 pm - 1:50 pm Lunch for All Attendees

12:50 pm - 1:50 pm Private Lunch

Track A
Customer Experience Optimization and Workforce Management

1:50 pm - 2:00 pm Chairperson’s Opening Remarks

Jordan Ekers, Co-Founder at Nudge Rewards

Jordan Ekers

Co-Founder
Nudge Rewards

2:00 pm - 2:25 pm Case Study Remix - Building A Customer Feedback Habit To Drive Employee Behavioral Change

Ken Lorr has been a part of the Las Vegas Sands Corporation since 2011. he focuses on fostering a culture of customer-centricity, a topic he'll be tackling in this session.
Ken Lorr, Director of Customer Experience - Guest Relations at Las Vegas Sands Corporation

Ken Lorr

Director of Customer Experience - Guest Relations
Las Vegas Sands Corporation

Track B
Design Innovation And The Guest Journey

1:50 pm - 2:00 pm Chairperson’s Opening Remarks

2:00 pm - 2:25 pm Fireside Chat - Enhancing The Guest Experience By Cultivating Social Connections While They Are On Premise

Many of your guests are on their phones 24/7. How can you tap into their connected lifestyle to help them connect on a social level, while they are in your property? By thinking about design and social platform connections, you can elevate their experience beyond just a regular stay. As the Managing Director at Arlo Hotels, Javier is consistently thinking of ways to elevate the guest experience - they look at expected guest services differently. Their goal is to be a leading innovator in the hotel industry, reevaluating and challenging the norms for guests today. Javier will present their innovative on premise strategies during this introspective chat.
•Thinking about your location as an opportunity for guests to connect socially – with both design and technology use
•Creating a platform where your guests can interact and meet one another if they so desire
•Ensuring security and safety features are in place to help guests feel comfortable with the platform 
•Helping guests feel empowered to make real life connections with one another and evoking a sense of fun with the experience

Manya duHoffmann, Vice President of Sales & Marketing at Arlo Hotels

Manya duHoffmann

Vice President of Sales & Marketing
Arlo Hotels

Interactive Roundtable Track For Hospitality Executives 

1:50 pm - 2:25 pm Entertainment Venue Roundtable: Adopting Cashless Initiatives

As more entertainment venues move towards a full mobile-first strategy, many are wondering how this will impact future guest facing tech innovations. In this session we’ll take a deep dive into the next wave of the future for entertainment venues: going fully cashless. 

Led by: 
David Garcia, VP of Guest Experience, Atlanta Hawks   

David Garcia, Vice President of Guest Experience at Atlanta Hawks/State Farm Arena

David Garcia

Vice President of Guest Experience
Atlanta Hawks/State Farm Arena

2:25 pm - 2:45 pm Innovation Spotlight Presented by Crave Interactive

Learn about the latest trends for digital guest experience platforms in this presentation, presented by a senior Crave Interactive executive.

2:35 pm - 2:45 pm Innovation Spotlight

Hear about the latest trends from a leading guest experience technology expert in this session.

2:45 pm - 3:15 pm Fireside Chat Remix - Attracting And Retaining Front-Line Talent To Support Your Technology Strategies

Incorporating guest-facing technology into your properties has its unique challenges and among these is identifying the skill sets you need for your front-line. How can you be sure that your team has the necessary training and skillsets to support your technology goals? This super engaging and interactive panel walks through the cruise and hotel perspective on workforce and talent management.
•Having a 360 view of the goals you want to accomplish in order to structure the most effective teams 
•Deciding whether you want team members with technical skills to remain fully behind the scenes in order to have a seamless front of house experience 
•Establishing modern recruitment practices to attract the talent that will take the guest experience to the next level 
•Understanding the drivers of today’s workforce to ensure your organization is prepared to build teams for the future 

Nick Pearson

General Manager
Jupiter Hotels

2:25 pm - 2:45 pm Innovation Spotlight - Combining Video Services And AI For A Spectacular And Efficient Guest Experience

Crave specializes in digital guest service solutions and with over 250 million guest interactions to date on their cloud based platform, they have a unique insight into guest desires for information and service.  Founder Gareth Hughes believes new innovations in video services and AI will transform the future guest experience, especially for groups. Gareth will provide a thought provoking vision of the future - including how the 3 star hotel of the future may well be providing 5 star service. 
Every organization can reduce friction in parts of the guest journey that are functional, such as check in, but what about all of the other touchpoints that a guest may experience? This session will show you ways to impact the guest journey in tangible ways. Hear from technology and CX experts from arenas,hotels and major amusement parks and resorts as they break down how to reduce friction while guests are on your property during this interactive, Q&A led session.
•Designing and managing meaningful guest experiences in non-linear environments 
•Creating systems and mechanisms that can serve as “guides” for your guests in order to ensure they have the kinds of experiences that align with your brand
•Identifying and classifying the types of interaction points that can enhance the guest experience

David Garcia, Vice President of Guest Experience at Atlanta Hawks/State Farm Arena

David Garcia

Vice President of Guest Experience
Atlanta Hawks/State Farm Arena

Emily Tucker, Senior Director of Brand Services at 21c Museum Hotels

Emily Tucker

Senior Director of Brand Services
21c Museum Hotels

Greg Klopp, Managing Director, IT at Hershey Entertainment & Resorts

Greg Klopp

Managing Director, IT
Hershey Entertainment & Resorts

2:25 pm - 3:15 pm Entertainment Venue Roundtable: Adopting Cashless Initiatives (continued)

As more entertainment venues move towards a full mobile-first strategy, many are wondering how this will impact future guest facing tech innovations. In this session we’ll take a deep dive into the next wave of the future for entertainment venues: going fully cashless. 

Led by: 
David Garcia, VP of Guest Experience, Atlanta Hawks   

David Garcia, Vice President of Guest Experience at Atlanta Hawks/State Farm Arena

David Garcia

Vice President of Guest Experience
Atlanta Hawks/State Farm Arena

3:15 pm - 4:00 pm Afternoon Networking & Refreshment Break

Head into the Innovation Hub to take a look at the latest guest engagement and experience optimization tech! And grab some delicious snacks and refreshments.

4:00 pm - 4:25 pm Presentation – Understanding The Importance Of An Engaged Workforce In Delivering Seamless Guest Experiences

Simon’s work at Eau Palm Beach Resort & Spa encompasses the complete values set which underpins the core identity of the business from guest touch-point to employee engagement. Simon’s pivotal role has created effective communication and visionary leadership at all levels, driving the collective culture to new heights. He’s walk through his organizational values and how you can deliver seamless guest experiences in this deep dive presentation.
Simon Lewis, Co-Owner at Eau Palm Beach Resort & Spa

Simon Lewis

Co-Owner
Eau Palm Beach Resort & Spa

4:00 pm - 4:25 pm Fireside Chat - Creating A Wellness Journey To Delight And Empower Your Guests

Amanda Grant from Civana joins Future Guest Experience to give you an in-depth look at Civana’s unique customer journey. You’ll hear about the ins and outs of Civana’s personalized wellness programming. This session will be a close look at a very unique guest experience, one that serves guests with holistically, and with intention and purpose.
Amanda Grant, Director, Program, Membership, and Partnerships at Civana

Amanda Grant

Director, Program, Membership, and Partnerships
Civana

4:00 pm - 4:25 pm Air Travel Roundtable: Empowering Your Customer To Handle Their Travel Journey From Beginning To End

While ecommerce plays a big role in air travel, there are still many customer touchpoints once they’re in the airport and providing your customers with tools to facilitate these processes can ensure that you remain competitive

Hosted by: Steve Mayers. Airport Director, Customer Experience, Hartsfield-Jackson Atlanta International Airport  

4:35 pm - 5:00 pm Town Hall - Understanding The Impact Of The Franchise On Your Brand

Every franchise owner has immediate buy-in to your brand and product by virtue of having made this large commitment. However, there are pieces of the business that your franchise owner may not be as aware of as you are. This session will take a close look at the complex relationship between the franchise owner and the corporate organization and its impact on the product. 
•Ensuring that the franchise owner understands the realities of running your business day-to-day
•Giving franchise owners practical experience to understand the complexity of their role 
•Communicating brand expectations and core company beliefs to ensure franchise success 
•Having challenging conversations to properly convey needs of franchisee and corporate team

4:35 pm - 5:00 pm Fireside Chat Remix - Using Personalization To Enhance Pre-Arrival Touchpoints Within The Guest Journey

While guest engagement is critical throughout all phases of the customer journey, pre-arrival touchpoints can have the biggest impact. If you get that phase of the journey correct and understand key pieces of information (e.g. what the customer is expecting upon arrival, what type of room they prefer, who are they travelling with), the better experience you’ll provide. We’ll talk about: 
•Incorporating personalization with the understanding that people’s preferences change over time and that you’ll need to be prepared to adapt quickly 
•Capturing observed and unobserved preferences that can be helpful in creating a smooth transition from pre-arrival to on-site arrival 
•Using data driven information to personalize the guest journey even before they’ve arrived on your property 

Robert Hill, Director of Software at Galaxy Theatres

Robert Hill

Director of Software
Galaxy Theatres

4:25 pm - 5:00 pm Air Travel Roundtable: Empowering Your Customer To Handle Their Travel Journey From Beginning To End (continued)

While ecommerce plays a big role in air travel, there are still many customer touchpoints once they’re in the airport and providing your customers with tools to facilitate these processes can ensure that you remain competitive

Hosted by: Steve Mayers. Airport Director, Customer Experience, Hartsfield-Jackson Atlanta International Airport  

5:00 pm - 6:00 pm Welcome Reception

6:00 pm - 6:00 pm Conclusion of Day One