WORKSHOP: Using Technology and Social Networking for Real Time Services
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Admission FREE - Register at
http://ifitt.eventbrite.com/
Admission for IFITT@WTM is FREE BUT entry to WTM is required - please register @
http://www.wtmlondon.com/
Followed by events by our partners the TTI and Open Travel conference starting at 13.30 - 17.00 in Platinum Suite 1.
Technology drinks reception from 17.00 - 18.00 on the exhibition floor in the Technology region.
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IFITT is hosting a workshop at the WTM 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.
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.
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 failures
How does real-time allow your organisation to give agile and flexible responses to dynamically changing customer needs
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Moderators:
Professor Dimitrios Buhalis, IFITT President and Bournemouth University
Professor Andrew Frew, Queen Margaret University
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Conference Rapporteur: Kevin May, Co-Founder, Editor, Tnooz.com
Confirmed Speakers:
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Tinkara Pavlovčič Kapitanovič, Head of e-Business and Strategic Projects, Slovenian Tourist Board
Nate Bucholz, Industry Manager, Google
Joanna Matloka, Account Manager, 77Agency
Nicolas Gregori, John Kent Institute in Tourism - Bournemouth University
Zornitza Yovcheva, John Kent Institute in Tourism - Bournemouth University
Rohit Talwar, CEO, Fast Future Research
Tim Gunstone, Managing Director, Eyefortravel
