Loyalty & Awards 2020

24 - 26 February 2020 - VANCOUVER

Ravindra Bhagwanani, Managing Director, Global Flight

  • Engaging customers through customers lifecycle and a redesigned redemption offer
  • Targeting different redemption products to the right customer groups
  • Case study LatamPass: Redemption partnership with Amazon

Guillermo Orrillo, Head of Strategy, LATAM

Choose one of four social activities to spend the afternoon in a small group to discover Vancouver 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:

  • Scavenger Hunt in BC Museum of Anthropology
  • Axe Throwing
  • Cooking Challenge in Granville
  • Playscapes building                                                                                                                                                   

Participants will be picked up and dropped off at the conference venue.

More details here

Ravindra Bhagwanani, Managing Director, Global Flight

  • The evolution of our society towards sustainability
  • Rewarding for travelling more: Is that still an accepted mission in times of flygscam?
  • Required adaptations of loyalty programs to become compatible: recognition vs. rewards
  • Is sustainability thinking only required for airlines?


09:10 Case study Air France KLM

Fréderic Kahane, SVP Customer Loyalty, Air France KLM


09:25 Case study Deutsche Bahn

Lisa Rott, CRM Strategy and Loyalty Programme, Deutsche Bahn


09:40 Panel discussion

Moderator: Ravindra Bhagwanani, Managing Director, Global Flight

Fréderic Kahane, SVP Customer Loyalty, Air France KLM

Lisa Rott, CRM Strategy and Loyalty Programme, Deutsche Bahn

Gwendal Castellan, Tourism Vancouver

Coro Strandberg, President, Strandberg Consulting

  • Identifying the issues of your tier program
  • Do tier programs become too expensive?
  • Moving away from hard benefits towards soft benefits
  • Drivers behind the changes at MileagePlus

Nandika Suri, Director, Planning and Integration, MileagePlus, United Airlines

  • Shifting the focus: What does really engage customers?
  • Redesigning the customer experience from a blank sheet approach
  • How much effort should be put on price-sensitive segments?
  • Defining additional benefits for FFP members
  • Facing the multiple internal change management challenges

Jamal Ahmad Alawadhi, Vice President, Product & Guest Experience, Etihad Airways


  • Back to the basics: What should a loyalty program be able to achieve?
  • Following the curve of the development of the parent companyHow to maintain loyalty with today's more uncompromising customers
  • Measuring the contribution of the loyalty program

Moderator: Phil Rubin, Founder & CEO, rDialogue


Ian di Tullio, SVP Guest Services, Accor

Jacob Miller, Vice President of CRM & Loyalty, Qatar Airways

Nótt Thorberg, Director Loyalty, Icelandair

8-minute pitch for each of the three shortlisted suppliers


Moderator: Ravindra Bhagwanani, Managing Director, Global Flight      



Corbitt Burns, Director Rapid Rewards, Southwest Airlines

David Canty, Founder & Principal, GenZ Loyalty

Rick Rasmussen, Loyalty Industry Expert


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:

Kobie Marketing


Workshop 2:

Loyalty Partner Solutions


  • Why are loyalty legacy systems still so widespread at airlines?
  • In-house developments vs. third party solutions
  • Building the business case to ensure internal buy-in from the C-suite
  • Case study: the transformation process at Cayman Airways' Sir Turtle Rewards program

Everton Stewart, Senior Manager IT, Cayman Airways

  • Identifying the evolving technology requirements of a loyalty program
  • Staying ahead of the mainstream to create differentiators
  • Finding the right balance between off-the-shelf and customised solutions
  • When in-housing makes sense
  • Building successful relationships with suppliers

Nik Laming, General Manager - Loyalty, Cebu Pacific

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.)

Master of Ceremony: Robert Moerland, Global Head of Business Development, Traveler Experience Suite, Amadeus



Mike Isom, Director of Loyalty, Spirit Airlines

Silvia Espinosa de los Monteros, Loyalty Director, Iberia

Efrem Berman, Vice President of Global Loyalty, The Radisson Hotel Group

Ravindra Bhagwanani, Managing Director, Global Flight  

David Andreadakis, Chief Strategy Officer, Kobie Marketing

  • Evolution from an operational into a marketing issue
  • The benefits of a transparent communication policy
  • Should the loyalty currency be leveraged to regain the trust of customers?
  • Can emotions be addressed with rationalism?

Robert W. Mann, Principal, R.W. Mann & Company

  • Insights into case studies of Loyalty & Awards 2020 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

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:

Cheetah Digital


Workshop 2:



  • Understanding the gap between corporate strategies and customer expectations
  • Key factors preventing the industry to build stronger loyalty
  • Is bigger better?
  • Analysis of selected current developments at hotel programs

Stowe Shoemaker, Dean, UNLV College of Hospitality, University of Nevada, Las Vegas

  • Why opaqueness is not only bad for members, but especially for you
  • Adding flexibility to the program without deviating from core values
  • Comparing the airline and the hospitality industry
  • Where is the market heading to?

Patrick Sojka, Founder, FFB Group


  • Building today tomorrow's customer experience
  • Understanding different needs of different customer groups
  • Examples of technology deployments at YVR
  • Cooperation with our airline customers

Reg Krake, Director of Customer Experience, Operations, Vancouver Airport Authority


  • What role do loyalty programs have to play in the future?
  • Defining a clear roadmap for technology innovations
  • New approaches to create loyalty beyond the currency
  • Finding the balance between technology and human factors

Sebastian Riedle, Managing Director, Lufthansa/Miles & More

  • AI: a gradual evolution transforming every business
  • Identifying the business case for deploying AI applications: Internal vs. external focus
  • How can AI help to increase the loyalty of customers?
  • Outlook: What will AI-based businesses look like in 2025?

Gilad Berenstein, Entrepreneur In Residence, Allen Institute for Artificial Intelligence