Managing Customer Expectations to Aid in Recovery

Wednesday, October 21st, 9AM PDT / 17:00 BST

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Sojern’s Travel Webinar Series

As hotels and attractions adapt their offerings in line with COVID-19 regulations, customers need to be kept informed. Travelers are, and will be, cautious of travel for some time and are looking for information and reassurance about what to expect upon arrival. In this webinar we dig into what hotels and attractions should be doing to help set and manage those customer expectations during these uncertain and fluid times. Sine Scott, Executive Director, E-Commerce at Accor, joins Sojern to discuss what they have been doing and will cover best practices on setting and managing expectations during the pandemic. We will explore the different channels that guests expectations are set on and how travel marketers can best manage those. Register now to learn actionable takeaways that you can implement to your marketing campaigns today.

Hosted By:

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Sine Scott, Executive Director, E-Commerce, Accor

Sine has 20 years of digital marketing experience working with Accor, Fairmont, Intrawest, Whistler Blackcomb and Destination Canada. She currently works with Accor hotels across North America to provide ECommerce strategy and guidance to maximize their digital performance and drive top line revenue. She has led a number of award winning integrated marketing campaigns and managed industry recognized websites and apps. Sìne is a HSMAI certified Hospitality Marketer and holds a Bachelor of Commerce from UBC and Graduate Degree in E-Commerce from McGill University.

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Chris Blaine, VP Sales EMEA & APAC, Sojern

Chris Blaine is the head of Sojern’s EMEA and APAC team, leveraging his sales, marketing and customer care expertise to expand Sojern’s footprint as the provider of digital marketing solutions for the travel industry. Chris brings more than 17 years of global experience in launching new businesses and building high-performing teams. Prior to Sojern, Chris held leadership roles in both sales and marketing at Dell and Intuit, as well as leading the US mobile advertising group for Phunware.

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Jessica Cook, Lead Data Analyst, Travel Insights, Sojern

Jessica is a travel data guru. She brings 7 years of experience in the business intelligence and analytics field and has previously worked for AmerisourceBergen and Rafter. She is committed to driving thought leadership and understanding trends in customer behavior around travel.