Day 1 - Monday 05 February 2018
12:55 Welcome address from the Chair
13:10 Impact & insight give away
Take away top tips, best practice and thought leadership solutions for today’s loyalty problems.
19:00 Networking Drinks Reception
Day 2 - Tuesday 06 February 2018
08:00 Registration and refreshments
09:00 Opening remarks from the Chair
Ravindra Bhagwanani, Managing Director, Global Flight
09:10 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
- Loyalty, from transactional to an engaging customer experience
Priyasiri Juathes, Vice President Product and Guest Experience, Thai Airways
09:25 Striving towards success with a spin-off FFP
- Analysing 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 dos and don'ts of spin-offs
Gabi Kool, CEO, PINS
09:50 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
Kathleen Leong, Head of Commercial for Malaysia & Singapore, AirAsia BIG
Renata Rached de Oliveira, Head of Loyalty, Iberia
Nik Laming, GM Loyalty Division, Cebu Pacific Air
Wee-Kee Ng, Vice President - Loyalty & Partner Marketing, Shangri-La Hotels & Resorts
Moderator: Graham Dunn, Editor, FlightGlobal
10:35 Morning refreshments
11:05 Where do loyalty programmes fit into a mobile payment landscape?
- Overview of latest trends in mobile payments
- Regional differences
- Aligning loyalty programmes and mobile payments
- Opportunities and threats for loyalty programmes
Ulf Geismar, Director, Edgar, Dunn & Company
11:30 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
11:55 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
12:25 Lunch
14:00 Workshops
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 organisation.
15:00 Supplier of the Year Award: Dragon stand
- 5-minute pitch for each of three shortlisted suppliers
- Q&A's with members of the Judging Panel
Judges:
Andrew Kilkeary, Head of Loyalty, Finnair
Manish Dureja, Managing Director, Jet Privilege, Jet Airways
David Feldman, Director, Loyalty & Reward Program Strategy, Catchit Loyalty
15:30 Afternoon refreshments
16:00 Virtual reality: The future of travel
- What does virtual reality mean for the travel industry?
- Moving from transactional to emotional loyalty
- Repositioning loyalty programmes to a virtual world
- Vision 2030: A look at what the future holds
Rashesh Jethi, Head of R&D Americas, Amadeus
16:30 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 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
17:00 Closing Remarks from the Chairman
17:15 One-to-one meetings
19:00 Gala Dinner & Loyalty Awards 2018
Moderator of Awards ceremony: Graham Dunn, Editor, FlightGlobal
Loyalty Awards judges:
Frédéric Kahane, VP Customer Loyalty, Air France KLM
Steven Greenway, CEO, HK Express/reward-U
Vicky Elliot, Group Director - Brand Loyalty, Jumeirah Group
Ravindra Bhagwanani, Managing Director, Global Flight
Day 3 -Wednesday 07 February 2018
08:30 Registration and refreshments
09:00 Opening remarks from the Chair
09:10 Building loyalty through story telling
- Creation of emotional loyalty through story telling
- Finding the right story for your business
- Learning to listen to your customers (they are always right!)
- Integrating social media to your communication strategy
10:00 Understanding social media in China
- How does social media in China work?
- The role of social media in a segmented overall communication strategy
- Errors to avoid
- Ways of generating concrete sales through social media
10:30 Morning refreshments
11:00 Extending the revenue-based logic to the redemption side: Case study Southwest Airlines
- Revenue-based programs: Why to stop on the accrual side?
- Redemption on any seat, any route: The basis of customer satisfaction
- Is there a danger to make the redemption value of loyalty points fully transparent?
- Would we do it again?
11:30 Workshops
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 organisation.
12:30 Lunch
13:45 Panel Loyalty Awards winners
- Insights into case studies of Loyalty 2018 awards winners
- Benefits for shareholders and members
- Process of generating award-winning initiatives
Loyalty Awards winners - TBA on site
Moderator: Ravindra Bhagwanani, Managing Director, Global Flight
14:30 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
15:00 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
15:30 Afternoon refreshments
16:00 Creating loyalty with instant gratification
- The advantages of cash-back programmes
- 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 cannibalisation
16:20 Closing Remarks from the Chairman & announcement of Loyalty 2019 venue
16:30 Close of Conference