Loyalty & Awards 2024

Ravindra Bhagwanani, Managing Director, Global Flight

• Why loyalty and distribution need each other (not only in hospitality)
• Rethinking your digital strategy through the loyalty lenses
• Which technology elements are required for a successful multi-channel distribution strategy?
• The roles of digital and loyalty to create that ultimate customer stickiness: how they complement each other by enlarging your audience

Mehdi Hemici, Chief Loyalty & Ecommerce Officer, Accor

Wishlist by three loyalty decision makers, which future technology solutions they would like to see to come to fruition to make their life simpler.

Thi Thu Hien Tran, Deputy Director Lotusmiles, Vietnam Airlines

• How the gaming industry has been deploying MarTech and GenAI for one decade
• Rethinking the role of technology from a customer experience perspective
• Best case studies from different industries
• What is possible in the complex operational environment of the travel industry: Doing instead of talking

Mauro Figueiredo, Thought Leader on Digital Transformation and AI

• The intention of yuu Rewards Club to be more than just a coalition program
• The practical deployment of machine learning and artificial intelligence
• Results: increased engagement, loyalty and growth
• Translating into practical take-aways for other industries

Chen Peng, CEO, minden.ai

• Overview of Uptrip: From 2023 until today
• Turning gamification into loyalty
• Challenges faced
• In retro perspective: Was there a business case? Would we do it again?

Klaus Walther, Head of Award Program Development, Lufthansa/Miles & More

• 8-minute pitch for each of three shortlisted suppliers

Moderator:
Ravindra Bhagwanani, Managing Director, Global Flight

Judges:
Cristina Yoshida, Director - Loyalty Program & Ancillary Revenue, Azul Airlines
Aron Backström, Vice President Product, Insights & Loyalty, SAS

• Revisiting the raison d'être of loyalty programs
• What drives today the design and development of programs?
• Are we moving from travel to bank loyalty?
• Is the customer perspective still sufficiently taken into account?

Moderator:
TBA

Panellists:
James Curry, VP Product & Member Engagement, Skywards, Emirates
Troy Liu, CEO & Founder, PointsYea

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

• The status quo in airport loyalty: a missing holistic view on the travel eco-system
• The concept of a cooperation model: unlocking an untapped revenue potential
• The expected upsides, at the loyalty level and beyond
• How to bring the topic to life?

Yi Gao, Associate Professor, School of Aviation and Transportation Technology, Purdue University

• The specific context of the Apollo/Flying Blue deal
• Impact on program governance, strategy and operation
• Is this an opportunity for all loyalty programs?

Ben Lipsey, SVP Customer Loyalty | President, Flying Blue, Air France KLM Group

Interviewed by: TBA

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 connecting with other delegates over the event website or the event app in the run-up to the event.

Celebrating the very best in industry innovation and leadership, as well as our 20th anniversary as part of the event industry! Bring out your best outfits!

Master of Ceremony:
David Andreadakis, Chief Growth Officer, Bluewater Media

Judges:
Nick Rohrlach, CEO, Velocity/Virgin Australia
Theo Holloway, Senior Director Loyalty, Customer Engagement, Best Western Hotels
Ravindra Bhagwanani, Managing Director, Global Flight

Martha Cohen, VP, Client Services, Travel & Hospitality, Kobie Marketing

• Finding the clear strategic positioning next to a strong competitor (and new competitors)
• Creating true loyalty value for the company
• Charting a course for Loyalty to support a leisure oriented airline

Steve McClelland, Vice President - Loyalty, WestJet Airlines

• 30 years later: A data-based approach to up the loyalty game
• Redefining loyalty: from frequency to customer value
• The role of tactical engagement strategies
• Adapting the strategy to different cultural particularities

Sara Matarrubia, Global Loyalty Director, Meliá Hotels International

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

• Insights into case studies of 2024 Awards winners
• Benefits for shareholders and members
• Process of generating award-winning initiatives

Moderator:
Ravindra Bhagwanani, Managing Director, Global Flight

Award Winners:
TBA on site

• Defining the strategy for a non-air program
• How to make the own currency relevant
• Conversion partnerships with airline programs: pros and cons
• The communication and engagement challenge: how to stay on top of mind of customers?

Moderator: 
TBA

Panellists:
David Kim, Director, Loyalty Platform Product, Expedia Group

• Outlining GHA's approach to partnerships
• Quality over quantity: Focus on few, but relevant partnerships
• Reality check: How much do partnerships help to engage GHA members more?
• Outlook: How will partnerships evolve for GHA?

Jelena Kezika, Director of Strategy, Global Hotel Alliance

•  Giving sense to "lifestyle" partners in a global multi-million program
• Justifying the business case for smaller partners
• Leveraging partnerships to increase revenues for the airline
• Which new partnership models are on the horizon?

Paul Smitton, Director Customer - Lifestyle, Cathay Pacific Airways