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Category:   E-Conf
Subject:   IFITT Workshop at EyeForTravel, London, 10th May
Email:   ifitt_(on)_ifitt.org
Date received:   03 May 2011
Start date:   10 May 2011

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Dear all, IFITT is hosting a workshop at the EyeForTravel London Travel Distribution Summit Europe 2011 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. When: 10 May 2011, 9.00am - 12.00am Where: The Business Design Centre, 52 Upper Street, Islington, London, N1 0QH, UK Cost: Free for IFITT Members - £40 for non IFITT Members (join IFITT on www.ifitt.org) Registration: http://events.eyefortravel.com/travel-distribution-summit-europe/workshops.asp 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. KLM recently used social media channels such as Foursquare, Facebook and Twitter to provide customers an unforgettable service delight and Marriott is using Twitter to proactively solve customer complaints. These are only two of many examples how tourism and hospitality companies become more responsive, adaptive and dynamic towards their customers through real time communication and information. 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 MODERATOR Professor Dimitrios Buhalis IFITT President and Bournemouth University PRESENTATIONS WILL INCLUDE Nicolas Gregori and Dimitrios Buhalis (John Kent Institute in Tourism, Bournemouth University): Real-time information and communication for tourism service design, delivery, management and recovery Nate Bucholz (Industry Manager, Google): Using real-time information for customer service and crisis management Helena Egan (Tripadvisor.com): User Generated Content and customer reviews towards real time service experience Anna Keting (Social Media Manager, KLM): Using social media for real-time crisis communication and customer service Don Birch (Vice President Europe, Brand Karma): Using social media reporting for enhancing brand performance at the point of consumption Justin Reid (Head of Digital and Social Media, VisitBritain) and Adriana Conte (Social Media Programme Manager): Social media for real time tourism experiences Zornitza Yovcheva and Dimitrios Buhalis (John Kent Institute in Tourism, Bournemouth University): Context-aware and augmented reality mobile applications for real-time service delivery PANEL DISCUSSION WILL INCLUDE Presenters as well as experts on the area including Chris Carmichael, Manager ba.com & Mobile Innovation, British Airways Kevin May, Editor, Tnooz.com REGISTRATION THROUGH http://events.eyefortravel.com/travel-distribution-summit-europe/workshops.asp Free for IFITT Members - £40 for non IFITT Members - Join IFITT the eTourism Community and benefit from cutting edge events (www.ifitt.org) PLEASE NOTE that participation in the event will give you access to the exhibition area of the EyeForTravel London Travel Distribution Summit Europe 2011 but NOT to the conferences. Please contact Eye for Travel and purchase your access. Academic members of IFITT have a significant discount. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Forward email http://ui.constantcontact.com/sa/fwtf.jsp?llr=sryvx7bab&m=1101549724210&ea=elsnet-list_(at)_let.uu.nl&a=1105384342126 This email was sent to elsnet-list_(at)_let.uu.nl by ifitt_(at)_ifitt.org. Privacy Policy: http://ui.constantcontact.com/roving/CCPrivacyPolicy.jsp Online Marketing by Constant Contact(R) www.constantcontact.com IFITT | c/o Professor Dimitrios Buhalis | IFITT President | ifitt_(at)_yahoo.com | Bournemouth | BH12 5BB | United Kingdom ATT00001 _______________________________________________ Elsnet-list mailing list Elsnet-list_(at)_mailman.let.uu.nl http://mailman.elsnet.org/mailman/listinfo/elsnet-list

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