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Day One: Tuesday 18th September 2012
“Transforming loyalty into CRM: Now it’s personal”
08.00 Registration and refreshments
09.00 Opening remarks from the chair
Ravindra Bhagwanani, Managing Director, Global Flight
09.10 Keynote address: Consolidation, mergers and their impact on loyalty
- Unexpected impacts of merger on loyalty
- Overcoming communication challenges pre and post-merger
- Achieving CRM at a ‘mega carrier’
- Managing competition within/across alliances
Tom O’Toole, President, MileagePlus Holdings, United Airlines
09.50 Rethinking customer communication strategies
- Understanding how customer expectations have changed
- Combining new and old channels to achieve most compelling communication
- Using mobile apps to provide personalized customer service, recommendations, bookings and travel information for a seamless, guest-centric experience and create mobile revenue
- Engaging and motivating front line staff in your loyalty program
Atique Shah, VP, Global Guest & Campaign Marketing, Intercontinental Hotels Group
10.30 Morning refreshments
11.00 Successful loyalty strategies to maximize customer engagement and ROI
- Creating optimized customer experience through an innovative customer loyalty and engagement program
- Utilizing and maximizing personalized communications channels to drive results
- Exploring the successful tactics from social media to employee participation
- Implementing a customer centric approach to driving loyalty across relevant channels
Matt Hood, CMO, BJ's Restaurant and Brewhouse
11.30 LifeMiles: The new powerhouse in Latin America
- LifeMiles - One, consolidated & improved, FFP for AviancaTaca
- Where we started
- What we did
- What we learned
- Merger-related loyalty initiatives & insights
Matt Vincett, President LifeMiles Corporation & Vice President Loyalty, Avianca-Taca
12.00 Lunch
14.00 Loyalty separation in low-cost carriers
- Debating the future of monetising loyalty in low-cost carriers: Will business models change?
- How will unbundling impact the value of low-cost loyalty programs?
- How will LCC programs be valued?
Nathaniel Felsher, Vice President, Global Industrials Group, Deutsche Bank
14.30 Getting inspired by the new kids on the block
- Advantages of the blank sheet approaches
- Applying learning from other industries: retail, casinos, hotels and online
- Incorporating latest trends: games, apps, social media, CRM technology tools and phone and tablet applications
Rui Bom, Co-founder, Milefy
Gonzalo de los Rios, CEO, GameMiles
Phil Seward, Director of Guest Loyalty, Virgin America
Moderator: Mustafa Ozalcin, Director, Marketing & Sales, Hitit
15.15 Afternoon refreshments
15.45 Redemption and the evolution of the reward market
- Consumer needs and reward expectations
- Exploring the development of redemption options
- A closer look at best practices in e-commerce and e-payment
- Achieving member engagement through rewarding consumer experiences
Robert Moerland, VP Corporate Development, PointsPay
Steve Landuyt, Head of Global Sales, Loylogic
16.15 One-to-one meetings
Delegates have the opportunity to pre-arrange 30 minute 1-to-1 meetings with partners or suppliers. This is a unique chance to develop new relationships, discuss business opportunities and bilateral partnerships.
17.45 Close of day one
Day Two: Wednesday 19th September 2012
“Addressing current North American loyalty issues”
08.30 Registration and refreshments
09.00 Opening remarks from the chair
Ravindra Bhagwanani, Managing Director, Global Flight
09.10 Choosing the right currency for your program
- Revenue vs. point programs
- Exploring customer preferences
- Outlining strategies to communicate currency changes
- Complications of partnerships and codeshares on pricing and redemption
Jonathan Clarkson, Director, Rapid Rewards, Southwest Airlines
Ian Di Tullio, Director – Loyalty Marketing, Air Canada
Joe Easley, Director of Global Product Strategy, Kobie Marketing
Ross Christie, VP Loyalty Edge, American Express
Moderator: Scot Hornick, Partner - Aviation, Aerospace & Defense practice, Oliver Wyman
10.00 Increasing market share as a foreign carrier outside its home market
- Differentiating a loyalty program successfully in the US
- Securing and managing relationships with local partners
- Tweaking global program propositions for US relevancy
- Differentiating through CRM
John Jackson, Vice President - Passenger Marketing & Sales, Americas, Korean Air
10.30 Morning refreshments
11.00 Positioning your loyalty program better through social media
- Leveraging benefits of social media
- Focusing on recruitment, communication or both?
- Can social media create loyalty?
- Who should you target your social media program at? Do FFPs need a fb page?
- Can social media deliver measurable results with incremental value?
Stephanie Gehman, Marketing Manager, Harrisburg International Airport
Shital Chheda, Head of Industry, Travel, Google
Moderated by: Mark Lenahan, VP of Product Strategy, OpenJaw
11.45 The reality of loyalty programs
This session will discuss key aspects of loyalty programs from a customer perspective. What can you do to improve you products and services on a macro level?
Randy Petersen, Editor, InsideFlyer
Ravindra Bhagwanani, Managing Director, Global Flight
12.30 Lunch
14.30 End of Loyalty Americas 2012
