Loyalty & Awards 2019
18 - 20 February 2019 - PARIS
12:00
Registrations

13:10
Welcome address from the chair

Ravindra Bhagwanani, Managing Director, Global Flight
13:15
Opening keynote: Preparing for the future

- Loyalty: How to evolve from yesterday's success formula to face tomorrow's challenges?
- Loyalty currency, data, AI: What will influence travellers most in the future?
- How can loyalty programs contribute to enhance the traveller's experience?
- Getting top management to buy into the loyalty challenge
Frédéric Kahane, SVP Customer Loyalty, Air France KLM
14:00 - 18:00
Social Activities

Choose one of five social activities to spend the afternoon in a small group to discover Paris and the French culture from a different angle, while fostering and expanding your professional network in a relaxed atmosphere. Places for each activity are limited and given out on a first come, first served basis.
Activities to choose from :
- Da Vinci Code in Louvre Museum
- Gourmet rally
- Wine tasting
- Perfume creation
Participants will be picked up and dropped off at the conference venue.
19:00 - 20:00
Networking Drinks Reception

08:00
Coffee & Registration

Kindly sponsored by
09:00
Opening remarks from the Chair

Ravindra Bhagwanani, Managing Director, Global Flight
09:10
Opening Keynote: Innovation - The DNA of AccorHotels

- Why is innovation important?
- How do we handle innovation?
- How does innovation contribute to experience and loyalty?
Frédéric Fontaine, SVP Marketing Innovation Lab, AccorHotels
09:30
Flexibility as key to making redemptions rewarding - an interview with Emirates

- Meeting customers’ redemption expectations by altering the current reward mix
- Increasing the profitability of each redemption through personalized offers
- Alternatiive roads to increase the currency utility with more flexible burn/transfer opportunities
- Zero cost redemption: utopia or reality?
James Curry, Manager Product Design, Emirates
in discussion with
Christopher Barnard, President, Points International
and
Robert Moerland, Global Head of Business Development, Amadeus Loyalty, Amadeus
09:55
Case study Pegasus Airlines: Building loyalty through the brand new digital experience and the loyalty program

- A case study on why Pegasus Airlines transformed to a new loyalty program structure and the early results
- Lessons learned from the loyalty program relaunch
- Impact of the all new digital experience on loyalty program and customer satisfaction
Onur Dedeköylü, Senior Vice President - Marketing, Pegasus Airlines
10:20
Mid morning coffee & Networking

Kindly sponsored by
10:50
Case study Virgin Group: Spinning off the right way

- Zoom on the particular case of Virgin Group: Why to build a group-wide loyalty program?
- Clear strategic objectives for the program as basis to ensure buy-in of all parties engaged
- Ensuring that the airline requirements are sufficiently understood
Richard Moore, Director of Partnerships, Virgin Group Loyalty Company
11:15
Building a data ecosystem

- Identifying which data is required and connecting the dots
- Coordination with other departments within the airline
- Benefits for customers
- AI as a logical next step?
- How harmful is GDPR to building a data ecosystem?
Manish Dureja, Managing Director Jet Privilege, JetPrivilege / Jet Airways
11:45
Panel discussion: Delivering smarter travel experiences in today's expectation economy

- How to maintain loyalty with today's more uncompromising customers
- How to better focus on smarter travel experiences that add value to members’ engagements
- Identifying what is relevant to customers
- Insights from global loyalty program research
Moderator: Steve Grout, Director of Loyalty, Collinson
Panellists:
Dan Martin, Head of Loyalty, Qatar Airways
Ruusa Koskelainen, Head of E-commerce Marketing & CRM, Finnair
Dorothée Mariotte, Global Retention and Customer Engagement Manager, Eurostar
David Feldman, Hotel & Airline Loyalty Program Strategy, New World Loyalty
12:30
Lunch & Networking in the Exhibition area

14:00 - 15:00
Deep dive workshops

Participate in one of two parallel workshops of key vendors, talking about their latest solutions to common industry issues.
No pre-registration is required.
Workshop 1:
How to tackle the real hurdles of the evolving loyalty “world” from an operator perspective
- Get an answer of how to integrate and manage your increasing network of partners easily
- See how contextual member engagement can drive real value
Christiane Erth, Senior Presales Consultant, Loyalty Partner Solutions
Or Sela, Product Marketing, Loyalty Partner Solutions
Urs Hardekopf, Senior Sales Executive, Loyalty Partner Solutions
Klaus Kohler, Director Sales & Business Development, Loyalty Partner Solutions
Steve Arsenault, Senior Consultant, Kobie Marketing
Workshop 2:
Confessions of a travel loyalty executive
Loyalty isn’t always easy. That’s a fact. But when delivered correctly, it’s also undoubtedly an influencer in helping brands to deliver more positive customer experiences and increased ancillary revenue.
Our recent commissioned study, conducted by Forrester Consulting, explored the views of global travel loyalty executives and highlighted some fascinating insights:
- Only 56% said that their loyalty technology is fully integrated with internal systems.
- 64% do not have a deep understanding of why their customers are loyal
- 68% do not have a framework in place to measure loyalty in the context of overall business results
- Only half said they collect a wide range of customer profile, preference, transactional and engagement data
- Only 50% have a formal process for applying loyalty learnings across the business (with a view of it being a key informant for the business)
That’s why in our workshop, we want YOU to decide what challenges we focus on. Please click here to rank which are most important to you and we’ll get our global team of travel loyalty experts working on it.
Steve Grout, Director of Loyalty, Collinson
Anne Dorst, Strategy Director – Loyalty, Collinson
James Berry, Head of Loyalty Commerce, Collinson
Nick Fletcher, Head of Planning and Strategy, Collinson
Zoë Senior, General Manager, Agency, Collinson
Guy Deslandes, Commercial Partnerships Director, Collinson
Peter Gerstle, Group Head of Travel Products, Collinson
15:00
Supplier of the Year Award

8-minute pitch for each of the three shortlisted suppliers
Moderator: Ravindra Bhagwanani, Managing Director, Global Flight
Judges:
Chen Peng, Regional Vice President, SessionM
Bill Hanifin, CEO, Wise Marketer Group
Iain Pringle, Lead Consultant UK, New World Loyaly
15:30
Afternoon tea & Networking in the Exhibition area

Kindly sponsored by
16:00
Can infrequent low cost passengers really be engaged at a loyalty level?

- The challenge: 99% of our customers are infrequent/first time flyers
- Creating value for members beyond the loyalty currency
- Realising an engaging communication strategy
- Turning partnerships into a truly essential program feature
- Ensuring value for all stakeholders in a coalition program approach
Nik Laming, GM Loyalty Division, Cebu Pacific
16:30
Increasing customer loyalty through program rebranding

- The importance of strong brand in a global business
- Brand loyalty vs. customer loyalty: A difference you need to understand
- Case study about the Radisson Rewards rebranding
Efrem Berman, Head of Global Loyalty and Engagement, The Radisson Hotel Group
17:00
Closing remarks from the chairman

17:15
1-to-1 meetings

This is your opportunity to meet existing and potential partners/suppliers from all over the world to strengthen and start business relationships in a highly efficient manner.
Meetings can be pre-arranged through our meeting tool (available in the run-up to the event.)
19:00 - 23:00
Gala Dinner and Awards 2019

Moderator: Ravindra Bhagwanani, Managing Director, Global Flight
Judges:
Akira Mitsumasu, Vice President, Products and Services Planning Division, Japan Airlines
Onur Dedeköylü, Senior Vice President - Marketing, Pegasus Airlines
Camilo Courtenay, Loyalty Manager, Eurostar
Ravindra Bhagwanani, Managing Director, Global Flight
08:30
Coffee & Registration

Kindly sponsored by
09:00
Opening remarks from the Chair

David Andreadakis, Chief Strategy Officer, Kobie Marketing
09:10
The importance of customer loyalty when the going gets tough

- 2018: The year of growth at Eurowings
- Lessons learned: the value of customer loyalty
- Which re-engaging strategies work in the low cost market?
- Outlook: the loyalty strategy of EW Group for the P2P model
Katrin Rieger, Senior Director Customer Experience & Product, Eurowings
09:35
Enhancing loyalty through predictive analysis

- Predicting lifetime value of customers early in the lifetime cycle
- Aligning customer experience standards in a diverse environment
- Making information available to front-line staff
- Results from initial experience
Christine Arbacken, Product & Development Manager CRM, Nordic Choice Hotels
10:00
Loyalty in retail: Why are they better?

- Overview of global trends in retail loyalty
- Managing to engage customers in a low involvement business
- The smart use of data and technologies
- Bringing the best of all worlds together: Case study Mileslife
Troy Liu, CEO, Mileslife
10:30
Future challenges of loyalty programs resulting from changing demographics

- The Western value system of loyalty programs
- Different perceptions of loyalty in future growth markets
- Understanding different cultural (de)motivators for loyalty programs
- Implications for travel loyalty programs to stay relevant
Dr. Finn Majlergaard, Managing Partner, Gugin
11:00
Mid-morning coffee & Networking

Kindly sponsored by
11:30 - 12:30
Deep dive workshops

Participate in one of two parallel workshops of key vendors, talking about their latest solutions to common industry issues.
No pre-registration is required.
Workshop 1:
How Emotional Loyalty Scoring Marketing System reduces costs and increases revenues for your brand
David Andreadakis, Chief Strategy Officer, Kobie Marketing
Workshop 2:
Points-commerce reinvented:
Experience the future of points-shoppingand earn a very special treat during our workshop!
Learn how you can:
- Sell more points to online merchants
- Reduce your cost for redeeming points
- Engage members with their preferred online brands
Plus, have a chance to win a €100 shopping voucher directly during our workshop! *
*Terms and conditions apply
Poul Koza, Senior Vice President Global Sales, Loylogic
Martin Smaerup, Sales Director Rewards Solutions, Loylogic
Vera Martocchia, Senior Director Marketing, Loylogic
12:30
Lunch & Networking in the Exhibition area

13:45
Panel Loyalty Awards winners

- Insights into case studies of Loyalty & Awards 2019 awards winners
- Benefits for shareholders and members
- Process of generating award-winning initiatives
Moderator: Ravindra Bhagwanani, Managing Director, Global Flight
Loyalty Awards winners - TBA on site
14:30
Taking Artificial Intelligence to a practical level in the travel industry

- Monetizing travel data across different industries
- Mashing-up loyalty data with other data sources to create AI use cases aiming at reducing CAPEX/OPEX
- Building a needed data quality and governance framework to extract value from data
- Smart Tourism and Smart City collaboration efforts as part of the “Kin-Directed AI Nation Paradigm”
Ali Rebaie, President, Data Anthropologist, Rebaie Analytics Group
15:00
Deploying blockchain at a traditional loyalty program

- Using blockchain technology with established loyalty programs
- Increasing the engagement for members and partners
- Experiences with blockchain trial
- Is the technology ready for a wider roll-out?
Michael Yung, Head of Digital Product and Technology, Cathay Pacific/Asia Miles
15:30
Afternoon tea & Networking in the Exhibition area

16:00
Personalisation: the new basis to loyalty

- Identifying personalisation opportunities along the customer journey
- Using AI predictive analysis
- Inspirations from other industries
- GDPR: limitation or opportunity?
Jouni Oksanen, SVP E-commerce, Sales and Marketing, airBaltic
16:25
Smart cities: At the crossroads of technology, customer experience and customer loyalty

- Smart cities: Our future way of living
- Putting the needs of citizens to the heart of considerations
- "…and customer loyalty"?
- Do traditional loyalty programs fit anywhere into that concept? How do they need to evolve?
Gabi Kool, Member of the Executive Board, Urbana Smart Solutions
16:55
Closing remarks from the chairman & Announcement of Loyalty & Awards 2020 venue

17:00
Close of the conference
