Loyalty & Awards 2019

Kindly sponsored by

Ravindra Bhagwanani, Managing Director, Global Flight

• Why is innovation important?
• How do we handle innovation?
• How does innovation contribute to experience and loyalty?

Frédéric Fontaine, SVP Marketing Innovation Lab, AccorHotels

• 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

• 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

Kindly sponsored by

• 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

• 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

• 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

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:

1. Only 56% said that their loyalty technology is fully integrated with internal systems.
2. 64% do not have a deep understanding of why their customers are loyal
3. 68% do not have a framework in place to measure loyalty in the context of overall business results
4. Only half said they collect a wide range of customer profile, preference, transactional and engagement data
5. 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

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 

Kindly sponsored by

• 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

• 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

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.)

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  

Kindly sponsored by 

David Andreadakis, Chief Strategy Officer, Kobie Marketing

• 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

• 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

• 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

• 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

Kindly sponsored by 

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

• 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

• 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

• 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

• 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

• 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