The Webinar was held on 9th June 2021, 12:00 BST
Covid-19 has dramatically altered the way we live and travel. Ferries, passenger shipping, travel and tourism businesses are finding they need to respond to the demands of a seamless customer experience by integrating innovative new technologies to deliver a safe and seamless booking and travel experience for the post Covid-19 traveller. Tools to help ferry, shipping, tourism and event industries to further monetise and encourage incremental spend at the point of booking via the digitisation of customer experience innovations will be fundamental to an organisations’ economic recovery.
Ticknovate, an award winning ticketing provider teamed up with Oliver Wyman, a leading international management consultancy firm, and Digitalist, a customer experience solution expert to present industry insights and technological innovations that can support the road to recovery post COVID-19.
This thought provoking webinar, was moderated by Lee Hayhurst, executive editor of Travolution, the pioneering travel and technology media brand founded by Travel Weekly 15 years ago and now in the Jacobs Media Group, Europe’s largest B2B travel and hospitality publisher. Lee has been a journalist in the travel sector for 16 years having previously worked for Travel Weekly before becoming the full time editor of Travolution two years ago. As well as its website delivering daily news and thought leadership, Travolution runs a successful events portfolio including an annual summit in London and awards.
A lively panel discussion with expert panelists Susanne Kaarnimo-Knight of ForSea, Matthew Beckwith and Marcus Risberg of Destination Gotland who detailed how their latest technology developments will enable them to respond to the travel recovery and the long-term impact of the Covid-19 pandemic.
Bruno Despujol of Oliver Wyman presented ‘Rebound in Travel & Leisure, new abnormal and disruptive plays.’ The recovery curves will vary by sector, with hospitality the hardest hit due to business travel restrictions. Mega trends will shape the future of tourism including, amongst others, demand explosion and hyper choice and frictionless journey; the latter features digitally enhanced, integrated hassle-free experiences. Ultimately, the successful will be adapting fragmented & complex travel journeys to integrated, frictionless & multi-modal experiences.
Esa Nettamo of Digitalist Group Plc said "Exceed customer experiences by creating significant moments."
Finally, the topic ‘Complex ticketing made easy through innovative Saas’ was described by Yiannis Maglaras of Ticknovate. He observed that with crisis there can be opportunity and three year’s worth of digital transformation happened in just 3 months during the 2020’s initial lockdown. Organisations need to create new products and services that meet the new ‘by-default’ digital first customer’s unmet needs but also their unknown needs. Offering more than the core service boosts ancillary revenues and by taking full advantage of digitalisation orgnisations can become leaner, more agile and efficient. He concluded, "There's never been a better time to be digital."
9th June | 12:00 - 14:00 BST | 13:00 - 15:00 CET
Introduction & Welcome
Moderator Lee Hayhurst | Travolution
Post COVID-19 rebound in Travel & Leisure
Bruno Despujol | Partner, Global Head of Services & Leisure | Oliver Wyman
Innovating the customer experience
Esa Nettamo | Head of Design | Digitalist
Complex ticketing made easy through innovative SaaS
Yiannis Maglaras | Managing Director | Ticknovate
New demands on customer experience, post Covid-19
Panel Discussion
Bruno Despujol | Partner, Oliver Wyman
Matthew Beckwith | Past Director, City Cruises
Yiannis Maglaras | Managing Director, Ticknovate
Esa Nettamo | Head of Design, Digitalist
Marcus Risberg | CEO, Destination Gotland
Susanne Kaarnimo-Knight | COO, ForSea Ferries
Round-up and close
Moderator Lee Hayhurst | Travolution
Panellists from the Europe’s leading ferry company Forsea, City Cruises, the largest UK sightseeing operator, alongside Destination Gotland will share how they, and the wider industry are addressing the new challenges being faced as the travel industry opens for business.
Ticknovate is an innovative software-as-a-service (SAAS) ticketing solution that has been co-created with large attractions and ferries businesses in the United Kingdom and the Nordics. Helping businesses sell more to more customers. Ticknovate take complex ticketing processes and via a simple but intuitive platform, we provide powerful functionality. This enables businesses to monetize every step of the customer journey, while harnessing new revenue opportunities.
An experienced B2B journalist, editor and brand ambassador with a proven track record of leading busy editorial news teams, implementing digital transformation and developing partnerships, networking with key contacts and running events programmes including awards and conferences.
As well as producing content and reporting duties, he oversee’s key online editorial title focussing on the online travel and technology sector, with a specialism in digital marketing, multi-channel retailing and data and analytics.
He also oversees an extensive and growing UK and international events programme which is driving growth and new opportunities for parent company Jacobs Media Group. Lee enjoys having a leading and public-facing role in a fast-growing business development and international division.
Bruno Despujol is Partner at the Paris office of Oliver Wyman. He has worked in projects spanning Europe, The US and Middle East. He has advised clients across a broad range of industries with a particular focus in transformational performance improvement projects in B2B and B2C services companies.
He leads the Services global practice (Business services, Leisure & hospitality) and is in charge of the Pricing, Sales and Marketing practice for Europe.
He acquired experience especially in large transformations and turnaround especially in strategy, digital transformation, and Operational /commercial performance fields.
He Specializes in offer design and capability upgrades in commercial effectiveness: channel management, sales force effectiveness, loyalty programs, Pricing. He is an expert of dynamic pricing solutions especially in the travel & Leisure sectors
Bruno Despujol has published various points of view and research on services globalization and digitalization impacts.
Extensive experience working in various roles in the user experience field. A unique combination of design management, strategy, design and user research expertise.
Highly creative and self-motivated professional with a diverse background of running complex design and strategy creation projects. Specializes on creating long term product or service strategy and translating it in to mind-blowing consumer experiences. Broad domain expertise in music and video areas.
Prior to Digitalist, Esa held a variety of roles at Nokia specalising in research and design.
A Software Engineer by background, Yiannis has worked in a number of IT sectors including Telecommunications, Tourism, Marketing, and Digital Production where he was involved in the delivery of digital solutions with immediate impact to the growth and scalability of the businesses.
Yiannis founded and ran the multi-award winning mobile apps agency Ubinow, which was acquired by Havas Work Club. In 2016, Yiannis co-founded Flexy, a temporary workers marketplace, that streamlines the process of finding the most suitable talent for a wide variety of temporary work placements by utilising data and machine learning algorithms. Flexy was acquired in 2019 by Impellam, a global provider of managed services and specialist staffing.
Yiannis is now running Ticknovate, the award-winning SaaS ticketing platform. Yiannis has been with Ticknovate from the very start where in a typical startup founder fashion, Yiannis has been wearing many hats from writing code to onboarding new customers and promoting the business.