Loyalty 2018 :: Agenda
  • Official Hotel Sponsor
  • Official airline sponsor
  • Platinum
Loyalty 2018
5th - 7th February 2018
Bangkok, Thailand

IMPACT & INSIGHT GIVEAWAY - Monday 5 February, 12:00 - 17:15

(For airlines, hotels, car rentals and all other FFP's)

Hear from sponsors at an exclusive afternoon dedicated to the sharing of case studies and interactive panel discussions, looking at what has had the most impact on loyalty programmes.

Every delegate will leave with a brochure with Tops Tips, best practices and practical application of thought leadership solutions for today’s loyalty problems.


Day 1 - Monday 5 February 2018


Welcome lunch, networking & registration


Welcome address from the chair

Ravindra Bhagwanani, Managing Director, Global Flight

Fostering customer loyalty from traveller data

  • Loyalty at the forefront of the digital transformation 
  • How to achieve an intelligent programme network
  • The emojification of loyalty 


Dominic Matthews, Global Head, Amadeus Loyalty, Amadeus

Why Next Gen Loyalty Programs Built on Contactless Technology and Cloud?

  • Leverage mobile and secure contactless technologies to increase customer engagement
  • Collaborate with new partners beyond banks, hotels and car rental companies in a simple way
  • Gain deeper customer insights and determine market trends
FFP and loyalty program owners/experts, and solution providers should attend this session to discover how contactless technology, in combination with cloud services, can help improve operational models, broaden revenue streams and increase customer loyalty with diverse offerings such as engaging services or personalized marketing campaigns.
Olivier Cottereau, Vice President Sales, NXP Semiconductors



Afternoon Tea and Networking

Kindly sponsored by Comarch


Getting out of our bubble

  • Expanding our horizons to new data sources and new channels in a customer-centric era
  • Building omnichannel loyalty
  • Loyalty functional in omnichannel marketing
Patricia Ray, Loyalty Marketing Director, Enterprise Holdings
Piotrek Kozlowski, Vice President Consulting, Services Sector, Airline/Travel Loyalty, Comarch

Is Customer Loyalty Still Necessary For Loyalty Programmes

  • Status vs Rewards : what does the customer want?
  • Short-term vs. Long-term benefits: what drives loyalty?
  • Find the optimal trade-off between loyalty and multi-partner management


Loyalty program manager, experts and strategists will learn what drives loyalty, and if this is needed for each FFP

George Baust, Managing Consultant, Lufthansa Consulting

Increasing Revenue and Member Engagement through Digitalisation in Loyalty Programmes

  • Learn how your organisation can use location-based services to drive loyalty, a seamless travel experience and additional revenues
  • Case-studies of successful implementation will be explored to see what lessons we can derive for your programmes
Loyalty and Ancillary Managers, Marketing Communication Managers, Loyalty IT Management attendees will learn how to:
- Individualize member/customer communication and make it more relevant
- Enhance the value of your loyalty program through increased member engagement and revenue
- Reduce time-to-market when introducing new loyalty program features
Steve Arsenault, Airline Consulting Practice Lead, Kobie Marketing
Jan Ratziaff, Manager Sales and Business Development, Loyalty Partner Solutions
Klaus Kohler, Head of Sales and Business Development, Loyalty Partner Solutions

DXC Technology

Content to be confirmed.

Troy Curtis, Global Loyalty Services Offering Leader, DXC Technology

1-2-1 meetings

This is your opportunity to meet existing and potential partners as well as key vendors in order to make the best solution choices and investment decisions for your organization.


Welcome drinks - meet and greet

Come and join us in the exhibition area for relaxed networking opportunity with drinks


End of Day 1

Day 2 - Tuesday 6 February 2018


Coffee & registration


Opening remarks from the Chair

Ravindra Bhagwanani, Managing Director, Global Flight

Opening Keynote: Using the entire toolbox to create loyalty in a challenging environment

  • From millennials to competition:The challenges our industry is facing
  • Using product, service and technology to attain and retain customers
  • Loyallty; from transactional to an engaging customer experience
TBA, Thai Airways

Striving towards success with a spin-off FFP

  • Analyzing the elements of success for FFP spin-offs
  • Investor vs. management control: Choosing the right spin-off partner
  • Coordination with the interests of the parent airline
  • A look at the do's and dont's of spin-offs
Gabi Kool, CEO, PINS

Panel discussion: Do life-long loyalty strategies still matter?

  • Does long term loyalty still appeal to customers?
  • Fighting off competitive short-term temptations
  • Finding the right balance between loyalty and instant gratification
  • The cost of lifetime statuses
  • Cultural changes to anticipate with the new generations of members joining
Moderated by: Graham Dunn, Editor, FlightGlobal
Nik Laming , General Manager Loyalty, Cebu Pacific
Wee-Kee Ng, Vice President - Loyalty & Partner Marketing, Shangri-La Hotels & Resorts
Kathleen Leong, Head of Commercial for Malaysia & Singapore, AirAsia BIG
Renata Rached de Oliveria, Head of Loyalty , Iberia

Mid-Morning coffee & Networking


Where do loyalty programmes fit into a mobile payment landscape?

  • Overview of latest trends in mobile payments
  • Regional differences
  • Aligning loyalty programs and mobile payments
  • Opportunities and threats for loyalty programs
Ulf Geismar, Director, Edgar, Dunn & Company

Winning the heart of your customers (and then their wallet)

  • What is wrong with many loyalty programmes today?
  • Understanding the limitations of loyalty programmes to create loyalty
  • Transparency and honesty as core values
  • Winning (back) the unengaged mass
Seth Miller, Journalist, Wandering Aramean

How AI is changing the travel industry

  • Best practice overview of AI deployments in the travel industry
  • Benefits for companies and customers
  • Is AI the future way to create loyalty?
Dr Andy Chun, Associate Professor and Former Chief Information Officer, City University of Hong Kong

Lunch & Networking in the Exhibition Area

Kindly sponsored by Kalogo Solutions



This is your opportunity to meet all of the key vendors who are influencing the industry and will help you to make the best solution choices and investment decisions for your organization.


Catch them where you can! Using location information to better interact with your customers.

  • LBS – an inside perspective from travel and airline practioners
  • How to increase revenues and create a smooth travel experience
  • Linking location based services to loyalty programs
Klaus Kohler, Head of Sales and Business Development, Loyalty Partner Solutions
Christine Erth, Senior Pre-Sales Consultant Loyalty Solutions, Loyalty Partner Solutions


Content TBC


Supplier of the Year Award: Dragons stand

  • 5-minute pitch for each of three shortlisted suppliers
  • Q&A's with members of teh judging panel
Judges: David Feldman, Director, Loyalty & Reward Program Strategy, Catchit Loyalty
Andrew Kilkeary, Head of Loyalty, Finnair
Manish Dureja, Managing Director, Jet Privilege, Jet Airways

Afternoon Tea & Networking in the Exhibition Area


Alternative reality: The future of travel

  • What are the alternate realities and what do they mean for the travel industry?
  • Moving from transactional to emotional loyalty
  • Repositioning loyalty programs to a virtual world
Rashesh Jethi, Head of R&D Americas, Amadeus

Case study: Flying Blue: Making programme changes work

  • Review on the reasoning and procedure to change to a revenue basis
  • Finding the balance between the needs of the stakeholders and the customers
  • Controlling the communication in an online era
  • Where will the loyalty journey go from here?
Derrick Merkus, Program Director Flying Blue, Air France KLM

Closing Remarks from the Chair


1-to-1 Meetings

This is your opportunity to meet existing and potential partners as well as key vendors in order to make the best solution choices and investment decisions for your organization.


Gala Dinner and Loyalty Awards 2017

Ravindra Bhagwanani, Managing Director, Global Flight
Steven Greenway, CEO, reward-U / HK Express
Frédéric Kahane, VP Customer Loyalty, Air France KLM
Vicky Elliot, Group Director - Brand Loyalty, Jumeirah Group

Day 3 - Wednesday 7 February 2018


Coffee & Registration


Opening remarks from the Chair

Graham Dunn, Editor, FlightGlobal

Building loyalty through storytelling

  • Creation of emotional loyalty through storytelling
  • Finding the right story for your business
  • Learning to listen to your customers
  • Integrating social media to your communication strategy
Dave Carroll, Musician

Understanding social media in China

  • How does social media in China work?
  • The role of social media in segmented overall communication strategy
  • Errors to avoid
  • Ways of generating concrete sales through social media
Yi Gao, Aviation Course Director, Department of Aviation, Swinburne University of Technology

Mid-Morning Coffee & Networking


Extending the revenue-based logic to the redemption side: Case study, Southwest Airlines

  • Revenue-based programmes: Why to stop on the accrual side
  • Redemption on any seat, any route. The basis of customer satisfaction. 
  • Is there a danger in making the redemption value of loyalty points fully transparent?
  • Would we do it again?
Corbitt Burns, Director, Rapid Rewards, Southwest Airlines


  • Find out yourself what you really need to fully engage your members
  • Discover on your own what really works for your program
  • Explore, pick and choose between innovative and proven engagements methods that work for you
  • Build your program specific and customized Dream Reward Portal
  • Participate in the workshop and have the chance to win 50,000 points in our Dream Basket draw


What is it you really need to engage your members? What is it members really want from their loyalty program?

Discover and explore the answers to these questions and build your own successful dream reward portal in this workshop.

Because we make reward dreams come true, as a participant of the workshop you have the chance to win prizes worth 50 000 points, which you can select yourself.


Poul Koza, Senior VP Global Sales, LoyLogic
Martin Smaerup, Sales Director Rewards Solutions, Loylogic
Vera Martocchai, Global Marketing Director, LoyLogic

Lunch & Networking in the Exhibition Area


Panel Loyalty Awards Winners

  • Insights into case studies of Loyalty 2018 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

What does blockchain really mean for traditional loyalty programmes?

  • The 101 of blockchain
  • Is blockchain an opportunity or threat for travel loyalty programmes?

  • Worldwide best practice examples of blockchain loyalty solutions

Douglas Carlucci, Partner, Oliver Wyman

Afternoon Tea & Networking in the Exhibition Area


Loyalty Trends Case Study 1: TBC


Loyalty Trends Case Study 3: Creating Loyalty with instant gratification

  • The advantages of cash-back programs
  • Are frequent travellers more interested in cash-back or loyalty-affiliated products?
  • Pitching the right product to the right customer segment rather than creating internal cannibalization?
Rathian Srimongkol, Chief Executive Director, President, Director, Krungthai Card

Closing remarks from the Chair


Close of Conference

The organisers reserve the right to change the programme, speakers or venue should circumstances require.

Sponsors & Exhibitors

Official Supporter
Platinum Sponsor
Gold Sponsor
Silver & Bronze Sponsors

If you are interested in reaching this audience with your products and services, contact Sarah Green to discuss the sponsorship opportunities we have available - sarah.green@flightglobal.com