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Jeff Ulrich

Senior Manager, Emerging Technology
United Airlines

Jeff Ulrich has worked in the Airline business for over 25 years. His background is as varied as the number of years he's worked for Continental and now the new United; from Call Centers to Airports to Technology, all of his experience has focused on enhancing the Customer Experience. In his current role as Sr. Manager eCommerce Digital Innovation, Jeff focuses on new technologies and ways to deliver exceptional customer experiences through United’s Mobile digital channels.

Jeff lives to travel and loves gadgets, so he’s passionate about his role at United.

Check out the incredible speaker line-up to see who will be joining Jeff.

Download The Latest Agenda

Day One - Monday, April 27: The Customer Journey: Dreaming, Planning & Booking

Saturday, March 4th, 2017

17:30 Panel Session: The Rise Of Mobile Booking

How are people booking travel after conducting research on a smartphone or tablet? Research suggests that the majority still book via a desktop computer, with mobile web sites, apps and booking by phone all trailing behind. Many consumers are still not willing to make large travel purchases with mobile devices. Will smartphones and tablets eventually become trusted devices for booking? How are travel brands monitoring the behavioral patterns of their customers and preparing for a shift?

Day Two - Tuesday, April 28: The Customer Journey: Preparation, Experience & Building Customer Loyalty

Tuesday, April 4th, 2017

10:55 Panel Session: Ancillary Products: Where Do They Fit In The Customer Journey

• Customers are more open to seeing ancillary products earlier in the process, even though many of these purchases are still made on-site (at airport or hotel front desk)
• Seizing the opportunity to increase ancillary sales during booking
• Effectively executing upsells and cross-sells

13:50 Roundtables (Choose Two – One Hour In Duration)

1.Addressing Customers In The Midst Of Irregular Operations – Facilitated by Jeff Ulrich, Senior Manager, Emerging Technology, United Airlines

2. How Does Where You're Coming From Influence Where You're Going: The Role Of Geography And Analytics Reporting In Destination Travel - Facilitated by Norman Brauns, CEO, PACIFIC

3.Delivering For The Millennial-Generation Business Traveler: Fast And Free Wi-Fi, Grab And Go Food & Other Tailored Offerings – Facilitated by Devin Sung, Vice President, Digital Personalization, Marriott International

4.What Does The Future Connected Traveler Look Like? How Will Emerging Technologies Impact Service Delivery? – Facilitated by Jim Abramson, Vice President, Mobile/Digital Technology, Marriott International and Ian Ramcheran, Director, IT Business Partnership & Planning, Marriott International

5.Balancing In-House Capabilities With Solution Providers – What Are Your Core Competencies? – Facilitated by Steven Toy, Senior Vice President & General Manager, Fareportal Media Group

6.Beacons: Transforming The Travel Experience – Facilitated by Francisco Trejo, Senior Director, eCommerce, Hilton Worldwide

7.Optimize Your Path To Purchase: Understanding The Opportunity Of Ancillary Products In Digital Channels – Facilitated by Bob DuFour , President, Fusion

8.Using Customer Information To Deliver A Better Experience And Increase Value – Facilitated by Matt Naeger, Executive Vice President, Digital Strategy, Merkle

9.The Future of Digital Travel Marketing Is Contextual – Facilitated by Dave Frankland, Chief Strategy Officer, Strongview

10.Enhancing Website Accessibility – Facilitated by Brooke Brooks, Lead Information Architect, Southwest Airlines

11.How To Incorporate Programmatic Into Your Overall Marketing Program – Facilitated by Bill Guild, Vice President, Marketing, ChoiceStream

12. Optimizing The Booking Journey - Facilitated by Michael Wilson, Senior Director of Product Management, Webtrends
13. Data Means Nothing! Information Is Power! – Facilitated by Charlie Calabrese, Vice President of Operations, Performance Horizon
14. Maximizing Mobile Moments: Make It Easy, Make It Fun, Make It For Me - Facilitated by Alyssa Meritt, Head of Strategic Consulting, Urban Airship

Smartphones are the entertainment and helpmate of an on the go traveler. They are also 1:1 insights engines. This roundtable discussion will address how mobile is enhancing travel while providing a richer view into the interests and needs of travelers. Learn tips to start or accelerate your mobile program.

Digital Travel 2015 (past event)