Loyalty & Awards 2020

24 - 26 February 2020 - VANCOUVER


Ravindra Bhagwanani, Managing Director, Global Flight

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

  • 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: TBA

Panellists:

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      

 

Judges:

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:

TBA

 

  • 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?

Lisa Rott, CRM Strategy and Loyalty Programme, Deutsche Bahn

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: TBA 

 

Judges:

Mike Isom, Director of Loyalty, Spirit Airlines

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:

TBA

 

Workshop 2:

TBA

 

  • 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

 

  • 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