Pre-Conference Masterclasses: Monday 29th February 2016
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 01st March 2016
08:00 Registration and refreshments
09:00 Opening remarks from the Chair
09:10 Opening keynote: What are the top innovations on top senior management wish lists?
- The role of loyalty in wider airline strategy – how is this viewed and is this changing?
- How much attention globally is being paid to recent private investment in loyalty schemes?
- What are the top innovations on top senior management wish lists?
Charamporn Jotikasthira, President, Thai Airways
09:30 Marriott and Starwood: creating the world’s largest hotel loyalty program
- Understanding the expectations of a global customer base
- Engaging the customer in a changing loyalty landscape
- Choosing the right payments partners
- Ensuring a strong reward proposition as key to customer acceptance
Anka Twum-Baah, VP Loyalty, Asia Pacific, Marriott International
09:55 Driving profitability from loyalty programs - a MasterCard Test & Learn case study
Glenn Bowles, Regional Lead, Merchant Value Proposition, Pinpoint/MasterCard
10:25 Morning refreshments
10:55 Making customer loyalty work in the price-driven Chinese market
- Adapting your value proposition to the Chinese market
- Overcoming the focus on price whilst still driving value
- Successes and opportunities for Chinese loyalty programmes
- Are international loyalty programmes successful in China and what cultural issues do they face?
Kyle Armstrong, CEO, Kaligo
11:20 Building loyalty through a premium product
- Attracting high-yield customers outside of the world of miles: The product proposition as basis of a successful marketing strategy
- Managing customer expectations as part of a holistic customer experience management strategy
- Analysing the impact of the product proposition on customer loyalty
- Are loyalty programmes strong enough to outbalance shortcomings on the product side?
11:45 Case study: Loyalty success at Flying Blue
- Redemption stores as vehicle for engagement of customers worldwide
- Positive redemption experience as driver of loyalty
- Lessons learned from e-retailers to enhance customer experience
Sacha Wolzak, Partner Marketing Manager, Air France KLM
Guy Deslandes, e-Commerce Sales Director, Collinson Latitude
12:10 Supplier of the year award presentations
This exciting session is dedicated to the shortlist finalists for the Supplier of the Year Award. Each supplier sponsor will have a maximum of 90 seconds to explain their successful project from 2015 and show the audience why they should win. Afterwards, the audience will then get the chance to vote onsite for their chosen winner!
14:00 Product workshops & Marketing workshop
15:30 Afternoon refreshments
16:00 Panel discussion: What does marketing expect from loyalty programmes?
- What are the overall interests of airlines and hotels in loyalty programmes?
- Where do loyalty programmes sit in the overall marketing mix?
- Shared best practice examples from marketing and loyalty professionals
Dominic Matthews, Head of Customer Experience & Loyalty, Amadeus
Ravindra Bhagwanani, Managing Director, Global Flight
16:45 Panel discussion: Expectations of non-air partners: Wishful thinking or a realistic possibility?
- Exploring the evolution of partnerships and their requirements
- Are airlines open to evolving the traditional partnership model?
- Assessing the role of own loyalty programmes versus FFP partnerships
- Best practice examples of successful air and non-air partnerships
17:30 One-to-one meetings
18:30 Close of day
19:00 Gala Dinner & Loyalty Awards 2016
Loyalty Awards judges:
Day Two: Wednesday 02nd March 2016
08:30 Registration and refreshments
09:00 Opening remarks from the Chair
09:15 Panel discussion: Exploiting the potential of infrequent travellers
- Will infrequent travellers become the next focus of loyalty programmes around the world?
- Adjusting the programme propositions to cater to infrequent travellers
- Identifying the potential of an infrequent traveller
10:00 Creating loyalty on the discount-sensitive (Chinese) market
- When loyalty programmes met discount schemes in price-sensitive markets
- Are discount schemes natural enemy of loyalty programmes?
- Case study Mileslife: The possibility of co-existence
10:30 Morning refreshments
11:00 Product workshops
- Positioning a local loyalty program in foreign markets
- The value of FFP partnerships
- Leveraging local and international non-air partnerships
14:30 Leveraging FFP as a sales tool to grow ticket sales in international markets
- Importance of an FFP from a sales perspective - opportunities and limitations
- Working with a programme designed primarily for a different market
- Influence on programme development process
- Partnership considerations among alliance partners
15:00 Afternoon refreshments
15:30 How to make a new FFP standout and be successful: What is the market missing?
- Is there room for a new type of FFP?
- Standing out from the crowd without reinventing the wheel
- Deciding whether to partner with an existing programme vs. creating your own FFP
16:00 Non-airline coalition programmes: Reviewing their position in the loyalty market
- Evaluating the advantages of co-operating or competing with travel loyalty programmes
- How spin-off programs can build cross leverage by partnering with non-airline coalition programmes
- Exploring travel redemption options without airline affiliation
16.30 Close remarks and preview of Loyalty@Freddie Awards 2016