Pre-Conference Masterclasses: Monday 16th February 2015
13:00 Loyalty masterclass
15:30 Seminar and masterclass continue
17:00 Seminar and masterclass conclude
17:00 One-to-one meetings
18:30 Drinks Reception
Day One: Tuesday 17th February 2015
08:00 Registration and refreshments
09:00 Opening remarks from the Chair
09:10 Opening keynote: Creating loyalty through the total customer experience
- Getting the product basics right first
- How to best position FFPs within the overall marketing strategy
- How to build a business case that will secure the buy-in of top management
- Profitable strategies you can take to meet and exceed the expectations of frequent flyers
- To what extent will an FFP enhance the customer experience
Ziya Taşkent, SVP, Marketing & Sales, Turkish Airlines
09:30 Panel discussion: airline alliances and mergers: what does the future hold?
- What value are alliances bringing to today’s loyalty programs
- Can non-aligned companies disturb the alliance landscape?
- What is the impact of developing partnership models on the future shape of loyalty programmes
- Winning forms of cooperation in other industries
10:15 The evolution of loyalty and co-brand
- What current challenges exist in the credit card market?
- How are credit card companies responding to overcome these challenges?
- What will credit card partnerships look like in 5 and 10 years from now?
10:40 Morning refreshments
11:10 Enhancing the real time customer experience
- How to effectively integrate customer data with CRM processes
- What steps can you take to enhance the customer experience of your loyalty brand?
- What are the operational implications of creating a real-time customer experience?
- Best practice strategies to securing buy-in from relevant company stakeholders
Nils Lindhe, Vice President Sales and Marketing, SAS
11:40 Achieving powerful loyalty through personalisation at a small carrier
- Creating a competitive advantage as small player through personalisation
- Opportunities and limitation of big data usage – how can you achieve a one-to-one relationship?
- Understanding and responding to customer expectations with a devoted team
12:05 Evolution or revolution? A re-definition of the partnership model
- To what extent are existing models fit for purpose in today's challenging market conditions?
- What would a new partnership model look like and how to overcome resistance to change in order to realise the opportunities?
- Innovation case study:
- Where did the challenges lie?
- Which stakeholders were engaged during programme implementation?
- Where were the greatest gains made?
- Winning the battle with a superior customer proposition
- How to manage global partnerships on a continuous basis
12:30 Lunch
14:00 Product workshops
15:30 Afternoon refreshments
16:00 Shaping the future of Corporate travel personalisation
- Changing landscape of corporate travel & impacts on customer loyalty
- Improving the corporate travel experience through personalised offers and value added services
- Increasing corporate traveller satisfaction and loyalty
16:30 Loyalty - the missing link
- Big enough problem & opportunity
- 30K: Loyalty when it matters
- Yes, it works: a case study
- Getting airlines on board
- A win-win-win
Rui Bom, Co-founder, 30K.com
17:00 One-to-one meetings
18:00 Close of day
19:00 Gala Dinner & Loyalty Awards 2015
Loyalty Awards judges:
Day Two: Wednesday 18th February 2015
08:30 Registration and refreshments
09:00 Opening remarks from the Chair
09:10 Panel discussion: how to build loyalty with price sensitive guests?
- What processes can help achieve loyalty with price sensitive customers?
- How to exploit cross-selling opportunities for ancillary services
- What realistic objectives need to be set to ensure buy-in from relevant stakeholders
09:55 Not just a pie in the sky: Advances in the econometric determination of the FFP premium
- Overview about works conducted by economists to determine the FFP premium
- Methodology of discrete choice analysis
- First time presentation of results of detailed 3-year investigation
- Conclusions and implications for the loyalty industry
10:30 Morning refreshments
11:00 Product workshops
12:30 Lunch
- International co-brand strategy as a driver for loyalty revenues
- Definition of critical mass by market
- Developing a roadmap towards the successful implementation of credit card offerings in foreign markets
- Partnership considerations among alliance partners
14:30 Presentation Loyalty Awards winner Best Marketing Campaign
14:50 Afternoon refreshments
15:20 Presentation Loyalty Awards winner Best use of Technology
15:40 Presentation Loyalty Awards winner Excellence in Management
16:00 Presentation Loyalty Awards winner Best Loyalty Partnership
16.20 Close remarks and preview of Loyalty@Freddie Awards 2015