Loyalty 2018

Day 1 - Monday 05 February 2018

12:00 Registration and refreshments

12:55 Welcome address from the Chair

Ravindra Bhagwanani, Managing Director, Global Flight

13:10 Impact & insight give away

Take away top tips, best practice and thought leadership solutions for today’s loyalty problems.

17:15 One-to-one meetings

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

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

       Graham Dunn, Editor, FlightGlobal Pro

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
       Dave Carroll, Musician

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
       Yi Gao, Aviation Course Director, Department of Aviation, Swinburne University of Technology

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?
       Corbitt Burns, Director, Rapid Rewards, Southwest Airlines

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
       Patricia Ray, Loyalty Marketing Director, Enterprise Holdings

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
       Douglas Carlucci, Partner, Oliver Wyman

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
       Rathian Srimongkol, Chief Executive Officer, President, Director, Krungthai Card

16:20 Closing Remarks from the Chairman & announcement of Loyalty 2019 venue

16:30 Close of Conference