Dana Dunne, CEO
With previous roles at AOL and easyJet, the CEO of eDreams Odigeo was handed the leadership reins in 2015 and quickly put a six-point plan into action to ensure the company kept pace with the rapidly changing online travel market.
In a series of interviews with executives participating in the event in Los Angeles in November, PhocusWire finds out what makes them tick...
When was the last time you spoke to one of your customers and why?
Listening to customers is a vital part of my role at eDreams Odigeo, as our priority is ensuring that the 18.5 million customers we serve every year get the most out of their travel experience with us. Whether it’s conversations face-to-face, listening in to customer service calls or reading feedback, I interact with customers every day.
What is the most critical component of your business (apart from people, tech, customers)?
Personalization. The online travel agency industry is now moving towards an end-to-end travel offer for customers, tailoring the traveler’s experience at every step along their journey, from baggage at the airport, to what sight to see first when they arrive at their destination. Using the latest machine-based learning techniques, we’re able to anticipate customer requirements better than ever before, to create truly personalized offerings.
What assumption about travel have you found not to be true?
That you need to travel to amazing places to have an amazing journey. Part of the beauty of traveling is the new experiences and this can happen anywhere if you look for it.
What was your childhood aspiration?
To be a Formula 1 driver. I have always been fascinated with cars and particularly the speed, freedom and challenge they provide.
Your best 3 days out of your office this year!
Tell us about your favorite vacation?
As you might expect, this is a tricky question for me as I have been lucky enough to travel a lot in my life. One that springs to mind was exploring the remote regions of China and the amazing heritage it has to offer. Others are simply times spent with family in the South of France with long dinners and games of boules in the garden.
What would you tell your 20-year-old self?
You are making the right choices. At this age you make so many important decisions about your family, friends, career; many of which have the potential to take you down very different paths for your future. Looking back, I have no regrets, and I suppose that makes me incredibly fortunate, or should I say lucky.
What do you consider to be the most important invention in the digital world in the last 20 years?
For me, it’s the digitization of exercise. There are now hundreds of applications that marry software and hardware to change the way we work out.
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I’m a big fan of these apps and they have really increased the convenience of exercising for me. I think as this industry continues to grow, it will have a positive impact on our health and well-being.
What’s your must-have app?
(Apart from the eDreams app) it would have to be Strava.
Describe your desk and working environment?
Due to the scope of our business, I split my time across several of our European offices, so I have a few desks to choose from!
However, I am mainly based at our headquarters in Barcelona, which is a truly special place and a hub which attracts talent from all over the world. We’ve looked to embrace both the culture of the city around us, along with its reputation as a hotbed for innovation and technology. That’s why in our offices you’ll find state-of-the-art UX labs, creative community spaces for colleagues to brainstorm and views that overlook La Sagrada Família. Does it get any better?
If you could teach everyone in your company one concept, what concept would have the biggest positive impact?
I have thought about this question many times in my career, and I always come back to the same answer: Customers are at the core of everything you do.
At eDreams Odigeo, we use technology to understand our travelers and their needs to enable a unique travel experience and a meaningful journey. As well as benefiting our customers, this commitment also unites all our people as they work towards the same goal.
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