Booking.com + Qualtrics

Reimagining the Travel Experience

November 12, 2020 / 3.30PM - 5.30PM CET

No industry has been harder hit than travel and hospitality. But the fightback is on.

In this interactive 90 minute session, our leading strategists will break down what booking.com can do today to prepare for tomorrow. Focusing on Experience Management and agile research, we'll bring you thought leadership plus practical tips and tricks

We’ll finish off the event with a special appearance from a mind-reading magician, and we’ll be sending all attendees some of our world-famous Qualtrics swag, all personalised to Booking.com

If you have any problems with registration, or have any questions about the event, please feel free to reach out to Clare at clareo@qualtrics.com

KEYNOTE | 30 MINS

The essential elements of a modern XM program
Bruce Temkin – Head of the XM Institute

The world’s leading experience brands do three things: learn continuously, propagate insights, and act rapidly. During the last year, brands have adopted these practices out of necessity. But now – as we envision a world post-COVID-19- how do brands remain agile and continue to meet the expectations of customers and employees? In this interactive 30-minute session, XM legend Bruce Temkin will detail what booking.com has to do to emerge from 2020 better equipped to deliver superior experiences for customers and employees.

BREAKOUT - RESEARCH | 45 MINS

Building an agile, in-house research program
Tim Farmer – Head of CoreXM Solutions Strategy

The biggest question in market research today is agility : how do we get better and quicker insights to the right stakeholders to drive business decisions?. We’ll talk best practices, as well as practical ways you can start using the Qualtrics platform (whether you’re an advanced user or completely new to Qualtrics!)

BREAKOUT - CX | 45 MINS

Going from customer insights to a system of action
Yusdi Santoso – Head of CX Solutions Strategy

Booking.com is on a journey to XM, with teams already laying the ground work for superior customer experience. In this session, we’ll break down how you go from collecting data,to a modern CX program focused on action, and spanning technology, competencies and culture.