Frank Meltke

Already named, published (DOI), trademarked. The talk writes itself — the execution gap, the three dimensions, the four-phase methodology. Works for: leadership conferences, AI/digital transformation summits, HR and change management events.

The customer journey no longer belongs to any single organisation. Inspiration, search, booking, travel, accommodation, and post-trip engagement now span dozens of channels and multiple companies — yet customers hold one brand responsible for the entire experience. This talk addresses the core omnichannel challenge: how to deliver a consistent marketing message and seamless service across channels and company boundaries, manage cross-company data exchange under GDPR, and turn consent management from a compliance burden into a competitive advantage. Illustrated with a real-world case from the global travel industry.

Before AI can work, organisations must do something most skip entirely capture, formalise, and structure what they actually know. This keynote uses the story of the world's oldest accordion manufacturer, 170 years of institutional memory, 3,000-component instruments, and the moment sanctions eliminated 50% of export revenue overnight to make one argument: the hidden blocker of every AI initiative is not data or infrastructure. It is tacit knowledge that lives in people's hands and has never been written down.