Loyalty & Awards 2022

Ravindra Bhagwanani, Managing Director, Global Flight

Mehdi Hemici, Chief Loyalty & Partnership Officer, Accor

• Generation P(andemic): The unexpected new target
• Adjusting the economic model to a more inclusive database
• Understanding the management and operational challenges
• Case study MileagePlus: Customer engagement on the rise across the board

Michael Covey, Managing Director MileagePlus, United Airlines

• The eco responsibility of loyalty programs: Moving beyond marketing statements
• Leveraging the power of the loyalty currency to engage members
• Defining the right offering and messaging
• First insights: How relevant is the offer?

Aron Backström, Head of EuroBonus, SAS

• Railways: between partners and competitors to airlines
• The particular challenges of loyalty in the railway environment
• Balancing the needs of long-distance travellers and commuters
• Cross-border loyalty cooperation as next step of evolution?

Javier Marin Martinon, Chief Commercial and Loyalty Officer, Renfe

• Insights into the GHA journey: The Why and How of our transformation
• Is there place for other considerations than the control of distribution channels for a hotel program?
• Aligning the interests of our diverse hotel portfolio and getting the buy-in from all stakeholders
• First recap: Have we managed to find the balance between the satisfaction of customers and hoteliers?

Kristi Gole, VP, Head of Product, Global Hotel Alliance

• Melting the key ingredients for successful promotions: Idea, context and passion
• A look behind the scenes of The BIG Australian competition
• Measuring the impact
• Conclusion: It's not that difficult after all!

Kim Hardaker, Vice President Loyalty & Partnerships, Etihad Airways

• What makes loyalty in the Caribbean different from other markets
• Why we changed to a revenue-based system
• How to deal with a big share of incoming leisure travel
• Expanding the loyalty concept into the B2C and B2B cargo segment

Alicia Cabrera, Executive Manager, Marketing & Loyalty, Caribbean Airlines

• How to make co-brand partnerships work in a low interchange fee environment?
• Defining the right product for different targets and markets
• The advantages of pursuing a single-sourcing partnership strategy
• Expectations delivered? Case study Santander One

Juan Armesto, Loyalty Program Manager, Banco Santander

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, Kobie Marketing

Workshop 2:

Matthijs Kooijman, Commercial Director, Attached Language Intelligence

• What changes do programs see in their frequent flyer personas post pandemic?
• Are they “good” or “evil” to the program policies and benefits offered so far?
• Distinguishing between temporary adjustments and fundamental market shifts
• Changes considered by programs

Moderator: Marcus Puffer, Vice President Global Loyalty Strategy, IBS

Panellists:

TBA

• 8-minute pitch for each of three shortlisted suppliers

Moderator: Ravindra Bhagwanani, Managing Director, Global Flight

Judges:

Nitin Kalra, Director - Customer Loyalty, IndiGo

Ido Biger, VP Technologies CIO & Chief Data Officer, EL AL Israel Bahn

Sven Neweling, Head of CRM Strategy and Loyalty Programs, 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.)

Master of Ceremony: Ravindra Bhagwanani, Managing Director, Global Flight

Judges:

Ivan Ivanischenko, Loyalty Director, S7 Airlines

Ravindra Bhagwanani, Managing Director, Global Flight

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:

Danielle Brown, CMO, Points

Workshop 2:

David Glantz, Director Business Development & Consulting, Loyalty Partner Solutions

David Andreadakis, Chief Innovation Officer, Kobie Marketing

• The long journey to replace a legacy IT system
• Business case built on a customer-centric vision
• Defining the needs upon external partners
• Internal change management and operational aspects
• Case study Alaska Airlines: How flexibility pays off

Matt Hahnfeld, Senior Manager, Software Engineering, e-Commerce, Alaska Airlines

Xavier Lucas, Principal Software Engineer, Alaska Airlines

• Insights into case studies of Golden Loyalty Awards 2022 winners
• Benefits for shareholders and members
• Process of generating award-winning initiatives

 Moderator: Ravindra Bhagwanani, Managing Director, Global Flight

Golden Loyalty Awards winners - TBA on site

• Personalisation: What does it realistically mean in a mass business?
• Leveraging the soft factors to engage customers
• Overcoming operational and technical hurdles
• Analysing the impact on customers' loyalty

Moderator: Rob MacLean, CEO, Points

Panellists:

Ayla Damé, Head of Group Customer Advocacy, Blom Bank

Julie Leblan, CEO, Merit Incentives

What is happening in the New World? What can we learn from it?

15:45 TBA

16:05 TBA

16:25 Thriving amidst powerful US programs

• Defining the positioning of an FFP in a US-focused environment
• Making the economics of a superior program proposition work
• Joining forces with a like-minded US partner to strengthen our competitive situation

Matthew Vincett, CEO, LifeMiles/Avianca