Tuesday, 28 November 2017
8:30am to 2pm (Networking lunch included)
blueprint, 2/F, Dorset House, Taikoo Place, 979 King's Road, Quarry Bay

8:30 AM

Registration, coffee and tea


9:00 AM

Are you disrupting the guest experience?  

  • How to focus on personalised experiences, on-demand services and social networks to improve guest experiences
  • How to balance the human touch with innovation and technology to meet guest expectations
  • How to create new revenue streams by scaling across the customer travel journey
  • How to foster strategic partnerships for a holistic offering and consumer loyalty

Keynote speaker: 

  • Robin Kwok, Country Manager - Southeast Asia, Hong Kong & Taiwan, Airbnb

9:30 AM

Build your brand around the customer experience

  • Continuous reinventing travel with meaningful global experiences to exceed guests expectations
  • Design a branded product/service differentiation strategy to earn a significant competitive advantage 

Speaker: Andrea Oschetti, Founder and CEO, Blueflower

10:00 AM

Fireside chat!

Sport tourism for enhanced spectator experience

  • How sport tourism is gaining attention and popularity
  • How to merge sports, technology and entertainment to create fully-immersive fan experiences
  • How to engage with spectators across different platforms for E-Prix fever

Speaker: Alan Fang, Chief Executive Officer, Formula Electric Racing (Hong Kong) Limited

Moderator: Harminder Singh, Journalist, South China Morning Post

Audience Q&A

10:30 AM

10:45 AM

Morning refreshments


11:15 AM

Panel: Design a digital experience beyond reservations

  • How digital disruption is redefining the customer’s travel experience
  • Enhance mobile marketing at various touch points with smart messaging, WeChat and social media for customer engagement
  • Utilise machine learning and mobile data to customise guest’s mobile experience      


  • Nicola Oldfield, Group Managing Director, GHC Asia


  • Tina Chao, General Manager, Marketing, Hong Kong Tourism Board
  • Tony Chow, Regional Director, Creative & Content Marketing, Asia Pacific, Marriott International
  • Sebastien Portes, General Manager, Club Med Hong Kong
  • Bob Tin, Founder, Numiracle Group

11:45 AM

Panel: Millennials want more, can you deliver?

  • What innovative technology is a novelty or expected for the connected traveller?
  • How the industry is transforming with experiential travel, shared economy and localised experiences  

Moderator: Harminder Singh, Journalist, South China Morning Post


  • Tim Alpe, Chief Operating Officer, Ovolo Hotels
  • Vivian Lo, General Manager, Customer Experience and Design, Cathay Pacific Airways
  • Pilar Morais, Chief Executive Officer, CHI Residences
  • Timothy Ng,  Executive Director, Operations and Entertainment, Ocean Park Corporation


12:15 PM

Panel: What will the travel, hospitality and leisure sector look like in 2030?


Moderator: Harminder Singh, Journalist, South China Morning Post


  • Chris Birt, General Manager, Service Delivery, Hong Kong Airlines
  • Mike Hill, CEO, Magnetic Asia
  • Jean Michel Offe, Executive Vice President, Food and Beverage, Shangri-La Hotels and Resorts
  • Timothy Ng,  Executive Director, Operations and Entertainment, Ocean Park Corporation

12:45 PM

Networking lunch

2:00 PM

End of conference