INSIDE

TRAVEL
INDUSTRY

22 – 23 March
CEC "Parkovy"
This is a large-scale platform where we have created ideal conditions for fruitful communication between government officials, representatives of non-governmental organizations and the tourism business, experts from different countries and the media. Yes, this is where the challenges of the industry are discussed, ideas and new partnerships are born and trends are created. Be at the center of events!
WHAT INSIDE
TRAVEL INDUSTRY IS
This is the first educational platform in the field of tourism, which not only tells about trends, but creates them
ABOUT
31 participating hotels from 12 different countries. We are sure you will have something to talk about. Prepare your questions!
EXPO zone
Do not forget the business card and phone to immediately make friends on social networks, because you can meet and chat with everyone who is related to the tourism business in Ukraine
NETWORKING
Only topics of current interest, only practical information. Only trends and tendencies of the tourist sphere. First hand
LECTORIUM
The concept of the exhibition INSIDE-SERVICE DESIGN is design of processes and services that make a pleasant impression on a customer. The philosophy of the idea is to create solutions based on the needs and expectations of consumers of this service.
WHAT WILL BE?
Possibilities of a new reality: introduction to digital and building a customer journey map. Real cases from business leaders
Development of services and organization of business processes for the formation of consumer loyalty. Methods of transforming a client into a brand advocate
Customer psychology and ways to increase the life cycle of a product
01
02
03
WHAT WILL WE TALK ABOUT?
Service strategy and business adaptability to rapid changes
04
ADELA CRISTEA
Co-founder and facilitator of Design Thinkers Academy
I will tell you what service design is – a fashion trend or a vital necessity
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
ADELA CRISTEA
Co-founder and facilitator of Design Thinkers Academy
I will tell you what service design is – a fashion trend or a vital necessity
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
TIM SHUURMAN
Co-founder of Design Thinkers Academy
I will show by examples how to implement design thinking in the complex organizations
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
OLEG KOSS
Founder of the first Ukrainian service design agency Lanka.CX. Co-founder of the Ukrainian branch of Service Design Network
I will tell you how to create an exciting and trouble-free service that exceeds customer expectations
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
VIKTORIYA SKORBOTA
Business Development Director at 4Service Ukraine. Partner of Design Thinkers Academy
I will tell you how consumer behavior has changed during the pandemic
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
MYKOLA CHUMAK
Founder and CEO of IDNT
I will show what hotels and offices will look like in the future
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
EDUARD SAVUSHKIN
CIO at SkyUp
I will talk about digital innovations and transformations in aviation and tourism
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
JULIA SHTYPULA
Head of Customer Experience at PrivatBank
I will tell you what CUSTOMER JOURNEY MAP is and how you can benefit from using it
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
OLENA TSYSAR
Customer service expert, researcher
I will talk about global trends in customer service 2021
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
OLGA STRELNYK
Founder of the project business bureau Vzletit
I will tell you how to create an experience that brings profit
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
OLEKSANDR RASSAKHATSKY
Head of CEM at OTP Bank Ukraine
I will tell you how to make a customer to fall in love with you once and for all in a new reality
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
OLEG BALAKIN
Consultant at service design agency Lanka.CX
I will talk about common mistakes at the beginning of the implementation of customer-oriented services
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
OLENA KORONOTOVA
Managing partner of IDNT
I will talk about the economics of impressions and customer experience management on the example of the best cases in Ukraine and in the world
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
JEROEN VAN DER WEIDE
Partner & Senior Facilitator, facilitating teams and designing creative processes and brainstorm sessions. He has a MA in Dutch Theatre, Film and Communications
I will talk about building customer-centric services in the tourism sector
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
JEROEN VAN DER WEIDE
Partner & Senior Facilitator, facilitating teams and designing creative processes and brainstorm sessions. He has a MA in Dutch Theatre, Film and Communications
I will talk about building customer-centric services in the tourism sector
Service Design . Service Design
Service Design . Service Design
Service Design . Service Design
SPEAKERS
PROGRAM
Day 1
Day 2
Founder of the first Ukrainian service design agency Lanka.CX
Co-founder of the Ukrainian branch of Service Design Network
Business Development Director at 4Service Ukraine
Partner of Design Thinkers Academy
Founder and CEO of IDNT
CIO at SkyUp
10:30 - 13:30
Block 1.
The importance of design thinking for business development in today's world
10:35
Exciting and trouble-free. How to create a service that exceeds customer expectations
11:20
How has consumer behavior changed during the pandemic? The view of business and customers on the service in the period of quarantine restrictions easing (presentation of research results)
12:05
Dreams that have become a reality. What will hotels and offices look like in the future
14:30 - 16:30
Block 2.
Service design in tourism and aviation
14:35
Digital innovations and transformations in aviation and tourism
15:15
SouthWestAirlines
Representative of SouthWest Airlines
16:00 – 16:45
Panel Discussion: The importance of developing customer-oriented services in tourism and aviation
Participants:
– EDUARD SAVUSHKIN
– representative SouthWest Airlines
– representative kiwi.com
– representative booking.com
– representative tripadvisor
16:45 – 17:15
Coffee Break
17:15 – 18:00
Panel discussion: What services Ukraine needs to make it more attractive to foreign and domestic tourists
Moderator – Serhiy Kyrychenko
Голова Держтуризму
Режисер, співавтор та ведучий "Орел та Решка" та “Дома краще”
Український маркетолог, спікер, відеоблогер та підприємець.
Засновник креативної інвестицийної компанії FEDORIV GROUP
Голова Української асоціації готелів.
СЕО Vertex Hotel Group
Керівник з клієнтського сервісу та комунікацій пасажирського напрямку Укрзалізниці
Co-Founder and Facilitator Design Thinkers Academy Eastern Europe.
Managing Partner at Ascent Group
Co-Owner at Design Thinkers Academy, has extensive experience in designing and implementing concepts, holding a MBA & MSc in Business and Financial Management
Partner and Senior Facilitator of Design Thinkers Academy Amsterdam, facilitating teams and designing processes and brainstorm sessions. He has a MA in Dutch Theatre, Film & Communication
Head of Customer Experience at PrivatBank
Customer service expert, researcher
Founder of the project business bureau Vzletit
Head of CEM at OTP Bank Ukraine
Consultant at service design agency Lanka.CX
Managing partner of IDNT
10:00 - 13:00
Block 3.
Introduction to service-design
10:05
Service design – a fashion trend or a vital necessity. An introduction to service-design
10:50
Design thinking in the complex organizations. Exchange of examples and knowledge on how to implement service design
11:35
The power of the short question "Why?" Why it's so important to build customer-centric services
12:20
CUSTOMER JOURNEY MAP – the most important tool for creating a successful path to your user
14:00 - 18:00
Block 4.
Service design in business. Successful cases in the new reality in the world and in Ukraine

14:05
Global trends in customer service 2021
14:50
How to create an experience that brings profit
15:35
To make a customer to fall in love with you once and for all in a new reality
16:20
Typical startup mistakes. Case for beginners
17:05
Economics of impressions and customer experience management. The best cases of Ukraine and the world
SMALL LECTURES
Day 1
Day 2
Lectorium 1
Lectorium 2
Lectorium 3
Lectorium 4
11:00 - 12:00 Georgia
Anastasiya Lyakhotska
12:00 - 13:00 Cyprus
Dmytro Khromov
13:00 - 14:00 Lunch break
14:00 - 15:00 Bulgaria
Iryna Khalmuradova
15:00 - 16:00 Greece. Rhodes
Evgeniia Kryzhanovska
16:00 - 17:00 Mexico. Dominican Republic
Alla Shevchenko
11:00 - 12:00 Greece. Crete
Evgeniia Kryzhanovska
12:00 - 13:00 Egypt. Marsa Alam
Anastasiya Andreychenko
13:00 - 14:00 Lunch break
14:00 - 15:00 Montenegro
Olena Barchuk
15:00 - 16:00 Ukraine. Sea
Sergiy Kyrychenko + Nataliia Zhekalo
16:00 - 17:00 Turkey. Antalya
Yevgen Romanchuk
11:00 - 12:00 Albania
Olena Barchuk
12:00 - 13:00 Tunisia
Ivan Lysak
13:00 - 14:00 Lunch break
14:00 - 15:00 Malta
Presentation from a blogger
15:00 - 16:00 UAE
Anastasiya Lyakhotska
16:00 - 17:00 Maldives
Yevgen Khadzhynov
10:00 - 11:00 Join UP! to travel
New concept
11:00 - 12:00 SkyUp
SkyUp
12:00 - 13:00 SkyUp
Celebrate your flight - entrance by invitation
13:00 - 14:00 Lunch break
14:00 - 15:00 SkyUp
Celebrate your flight - entrance by invitation
15:00 - 16:00 Jordan
Oleksandr Polishchuk
16:00 - 17:00 Armenia
Presentation from a blogger
Lectorium 1
Lectorium 2
Lectorium 3
Lectorium 4
11:00 - 12:00 Turkey. Istanbul
Yevgen Romanchuk
12:00 - 13:00 Montenegro
Olena Barchuk
13:00 - 14:00 Lunch break
14:00 - 15:00 Greece. Zakynthos + Korfu
Evgeniia Kryzhanovska
15:00 - 16:00 Georgia
Anastasiya Lyakhotska
11:00 - 12:00 Cyprus
Dmytro Khromov
12:00 - 13:00 Bulgaria
Iryna Khalmuradova
13:00 - 14:00 Lunch break
14:00 - 15:00 Albania
Olena Barchuk
15:00 - 16:00 Tunisia. Djerba
Ivan Lysak
11:00 - 12:00 Ukraine. Mountains
Sergiy Kyrychenko + Maryna Tkachuk
12:00 - 13:00 Egypt. Hurghada
Anastasiya Andreychenko
13:00 - 14:00 Lunch break
14:00 - 15:00 Turkey. Aegean coast
Yevgen Romanchuk
15:00 - 16:00 Jordan
Oleksandr Polishchuk
10:00 - 11:00 Join UP! to travel
New concept
11:00 - 12:00 UAE
Anastasiya Lyakhotska
12:00 - 13:00 Mexico. Dominican Republic
Alla Shevchenko
13:00 - 14:00 Lunch break

14:00 - 15:00 Seychelles

Yevgen Khadzhynov
15:00 - 16:00 Egypt. Sharm El Sheikh
Anastasiya Andreychenko
SIGNING UP
Use antiseptics that are located in front of the turnstiles
Keep a social distance and avoid crowds
Be sure to wear a protective mask when entering the expo zone
Each visitor of the expo zone will undergo temperature screening
HOW IT WAS
2019
PARTICIPATING COUNTRIES
Cyprus
Albania
Turkey
Montenegro
Bulgaria
Egypt
Greece
Tunisia
Ukraine
Malta
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Event organizer:
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