Loyalty & Awards 2022
10 - 12 October 2022
12:00
Registration

13:00
Welcome address from the chair

Ravindra Bhagwanani, Managing Director, Global Flight
13:05
Opening keynote: TBA

13:45 - 18:30 (max)
Social Activities

Choose one of three small group social activities. Discover Madrid from a different angle, while fostering and expanding your professional network in a relaxed atmosphere. Places for activities are limited and given out on a first-come, first-served basis.
Activities to choose from will be announced soon.
Participants will be picked up and dropped off at the conference venue.
17:30
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 - 20:00
Networking Drinks Reception

08:50
Opening remarks from the Chair

Ravindra Bhagwanani, Managing Director, Global Flight
09:00
Opening keynote: Accor

Mehdi Hemici, Chief Loyalty & Partnership Officer, Accor
09:25
Seizing the opportunities of the new economic realities of loyalty programs

- 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
09:50
Bringing sustainability to life in loyalty programs

- 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
10:15
The rise of loyalty in the railway industry

- 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
10:40
Mid morning coffee & Networking

11:10
Transforming hotel loyalty

- 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
11:40
Case study: Creating engaging promotions

- 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
12:05
Understanding the Caribbean loyalty eco-system

- 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
12:30
Lunch & Networking

14:00
Redefining the co-brand relationships

- 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
14:30
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:
TBA, Kobie Marketing
Workshop 2:
Matthijs Kooijman, Commercial Director, Attached Language Intelligence
15:30
Afternoon Tea & Networking

16:00
Panel discussion: Panel discussion: Dr. Jekyll and Mr. Hyde: The Change of Loyalty Members Personas

- 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
16:45
Supplier of the Year Award

- 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
17:15
Closing Remarks from the Chairman

17:30
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 Golden Loyalty Awards 2022

Master of Ceremony: Ravindra Bhagwanani, Managing Director, Global Flight
Judges:
Ivan Ivanischenko, Loyalty Director, S7 Airlines
Ravindra Bhagwanani, Managing Director, Global Flight
10:00
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:
Danielle Brown, CMO, Points
Workshop 2:
David Glantz, Director Business Development & Consulting, Loyalty Partner Solutions
08:30
Coffee & Registration

09:00
Opening remarks from the Chair

David Andreadakis, Chief Innovation Officer, Kobie Marketing
09:10
Starting with a customer experience vision to build a modern IT system

- 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
09:35
TBA

11:00
Mid-morning coffee & Networking

11:30
Panel Golden Loyalty Awards winners

- 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
12:10
TBA

12:35
Lunch & Networking

14:00
Panel discussion: How much personalisation can we deliver?

- 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
14:45
TBA

15:15
Afternoon Tea & Networking

15:45
530 years after Christopher Columbus: Rediscover America

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
16:45
Closing Remarks from the Chairman & Announcement of venue Loyalty & Awards 2023

16:50
Close of Conference

As a platform for loyalty experts, the Conference is focused on providing the best presentations and discussions in the industry. Our speakers talk about the trends as well as their unique experiences, sharing best practices and case studies to benefit their peers.
If you have a topic you'd like to share with the audience and would like to become a speaker at Loyalty & Awards 2022, please contact our chairman Ravindra Bhagwanani.