Loyalty 2016

Pre-Conference Masterclasses: Monday 29th February 2016

12:00 Registration and refreshments

13:00 Loyalty masterclass
15:00 Afternoon refreshments

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

Ravindra Bhagwanani, Managing Director, Global Flight

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?
           Michael Landers, Managing Director - Premium Services, United

    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!

    12:35 Lunch

    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
           Akira Mitsumasu, Vice President, Marketing & Strategy, Asia & Oceania Region, Japan Airlines
           Horst Findeisen, VP Commercial & Business Development, Star Alliance
           Saravanee Khuprasert, Director of Customer Service Quality, Thai Airways
           Dominic Matthews, Head of Customer Experience & Loyalty, Amadeus
           Ravindra Bhagwanani, Managing Director, Global Flight
           Moderator: Kevin O'Toole, Head of Strategy, Flightglobal

    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
           Wee Kee Ng, Vice President - Loyalty & Partner Marketing, Shangri-La
           Dennis John, Executive Manager Franchise Operations - Asia-Pacific, Sixt rent-a-car
           Nagesh Devata, Senior Vice President, Asia Pacific Acceptance/Merchant Development, MasterCard
           Senthil Balan, Director Business Development, South East Asia, Uber
           Moderator: Darren Delaney, CEO, Loyalty & Rewards Global

    17:30 One-to-one meetings

    18:30 Close of day

    19:00 Gala Dinner & Loyalty Awards 2016

           Moderator of Awards ceremony: Kevin O'Toole, Head of Strategy, Flightglobal

           Loyalty Awards judges:

           Karen Zachary, Managing Director, SkyMiles Global Program Management, Delta Air Lines
           Alice Goh, CEO, Asia Miles/Cathay Pacific
           Isabelle Birem, SVP Customer Relation & Loyalty, Accor Hotels
           Ravindra Bhagwanani, Managing Director, Global Flight

    Day Two: Wednesday 02nd March 2016

    08:30 Registration and refreshments

    09:00 Opening remarks from the Chair

    Kevin O'Toole, Head of Strategy, Flightglobal

    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
           Stuart Dinnis, Director of Loyalty, Virgin America
           Gabi Kool, CEO, Coalition Rewards
           Sarah Butterfass, Vice President, Loyalty, Orbitz Worldwide
           Christian Baillet, Regional Director, Airline IT Sales, Amadeus
           Moderator: Chris Rogers, Director, Market Development, Asia Pacific, Collinson Latitude

    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
           Troy Liu, CEO, Mileslife

    10:30 Morning refreshments

    11:00 Product workshops

    12:30 Lunch

    14:00 Hawaiian Airlines – a destination carrier’s approach to loyalty with infrequent flyers
    • Positioning a local loyalty program in foreign markets
    • The value of FFP partnerships
    • Leveraging local and international non-air partnerships
           Vicki Nakata, VP Loyalty & Travel Products, Hawaiian Airlines

    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
           Meaza Taye, Regional Manager Thailand & SEA, Ethiopian Airlines

    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
           Nik Laming, General Manager - Loyalty, Cebu Pacific

    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
           Sachin Pande, Director Global Marketing, Payback

    16.30 Close remarks and preview of Loyalty@Freddie Awards 2016