Chantelle Veness of The Lancemore Group in Australia took the audience through the process of setting up full-circle customer relationship management (CRM) for guests. "We had two goals for our CRM strategy," Chantelle shared.

On day two, the audience was captivated by Aida Merdovic's story of developing a completely holistic direct booking strategy for Hamilton Island. "There's no magic bullet for direct bookings," Aida suggested. "There are just lots of smaller initiatives you can take that build to bigger success."