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Day One: Monday 27th February 2012

 

12.00    Registration and refreshments

 

13.00    Loyalty in Practice seminar or Masterclass

 

15.00    Afternoon refreshments

 

15.30    Seminar and masterclass continue

 

17.00    Seminar and masterclass conclude

 

Seminar: Loyalty in Practice: This seminar will bring attendees up-to-date with the key principles behind winning loyalty programmes. Designed for those new to loyalty or those wanting new ideas to refresh their loyalty programme.

 Moderated by: 

Ravindra Bhagwanani, Managing Director, Global Flight 

Romy Bielsa, Consultant, Global Flight

 

Aimia Masterclass: Looking forward - innovative approaches to using insight to drive loyalty and engagement

 

This masterclass will focus on the next generation of loyalty programmes and is designed for senior loyalty leaders. Key topics include:

  • Aimia's new name and what it means
  • Pushing data to the limits
  • Applying retail analytics to real world airlines

Moderated by:

Tom Madden, Managing Director, Vice President, Travel and Hospitality, Aimia

Rick Ferguson, Vice President, Knowledge Development, Aimia

Max Hunter, Senior Business Consultant, Aimia

Sandra Diem, Vice President, Global Business, Aimia

Evert De Boer, General Manager - GBD Travel, Aimia

Understanding the strategic context of loyalty programmes

 Economics of loyalty programmes: Redemption and pricing strategies

 Building and maintaining partnerships

 The secrets of credit card partnerships

 

What will affect the loyalty industry in years to come?

What are the key trends loyalty managers should be observing?

How should loyalty programmes be structured, resourced and managed to maximise their potential for long-term success?

 

 

19.00    Welcome drinks

 

 Day Two: Tuesday 28th February 2012

08:00   Registration and refreshments


09:00   Opening remarks from the chair


Ravindra Bhagwanani, Managing Director, Global Flight


09:10   Panel Discussion: New trends in loyalty 

  • Current strategic shifts in the market
  •  Global versus regional trends
  •  External factors: Industry and loyalty programme consolidation
  •  Upcoming threats, challenges and new ways of doing business
     

Moderator: Graham Dunn, Managing Editor, Airline Business 
Stephen Wong, Director & General Manager, Asia Miles Limited 
Jochen Schnadt, Commercial Director, Monarch Airlines 
Melissa Boxer, President, Product Management - Loyalty, Marketing and Customer Hub, Oracle 
David Houston, Vice President, Partnerships, Aeroplan

10:30   Coalition Marketing in Northern and Eastern Europe

  • Leveraging your loyalty programme to support overall business strategy
  • Maximising partnership revenues and recruiting new partners
  • Embracing technology innovations and introducing personalised communications

Gabi Kool, CEO, BalticMiles

 

11:00  Morning Refreshments


11:30  Loyalty Innovation awards

The loyalty innovation awards showcase the very best practice happening within our industry. The top three entries will present their projects on stage and share the strategy behind their innovative projects. Everyone in the audience will have an opportunity to vote for the overall winner.

11:30   Winner 1
11:50   Winner 2
12:10   Winner 3


Moderation by Award Judges

Stephanie Hilgers, Executive Director Partner Marketing, Fairmont Raffles Hotels International
Jeremy Rabe, CEO, Club Premier/AeroMexico
Martin Wassborn, Director Marketing and Analytic, SAS
Ravindra Bhagwanani, Managing Director, Global Flight

12:30  Q&A/Vote


12:45    Lunch sponsored by

 

14:00  Register for one-to-one meetings
 

Delegates have the opportunity to pre-arrange one-to-one meetings with partners or suppliers. This is a unique chance to develop new relationships, discuss business opportunities and bilateral partnerships
Or
Take part in a product workshop organised by Oracle or ICLP:

           

Delegates can attend a product workshop structured around a core loyalty challenge and led by an innovative loyalty supplier. Click here for further details.

15:30   Afternoon refreshments


16:00   Leveraging the potential of customer recognition

  • Understanding the dynamics between loyalty programmes and customer recognition
  • Delivering customer recognition through employee engagement
  • Is customer recognition possible outside of the hospitality industry?

Alex Barros, Director of Business Development, EMEA & Brazil, VOILÀ Hotel Rewards


16.30  1 company - 3 brands - 1 currency

  • Challenges faced in companies operating different brands
  • Leveraging the benefits of one common cross-industry currency
  • Strategic freedom for each brand by having an own loyalty programme
  • Common points and differences in the loyalty approach within IAG companies
     

Andrew Swaffield, Managing Director, The Mileage Company

17:00 Close of day
 

18:30 Gala Dinner
The Loyalty 2012 Gala Dinner will take place at the Puro Sky Lounge Berlin is kindly sponsored by Oracle.
 

 

 

   

 Day Three: Wednesday 29th February 2012

 

08.30    Registration and refreshments

 

09.00    Opening remarks from the chair

Michael Atkin, Owner, MJA Associates

 

09.10    Mobile Technology and the Social Media Tsunami: Changing the way we interact

  • Understanding how mobile and social media have already transformed communication with customers
  • How should loyalty programme position their programmes online? Has anyone delivered ROI from their investment – is this the point?
  • Outlining the latest technology to look out for and exploring how near-field communication (NFC) will impact loyalty
  • Empowering front-line staff with real time customer information
  • Debating the gamification of loyalty and what the future looks like

Nate Bucholz, Industry Travel Manager, Google

Renato Ramos, Frequent Flyer Program Manager, TAM 

Jonathan Norris, Executive Director - Trade Media & Events, Ink 

Moderator: Sergio Mello, CEO, Satisfly

 

10.30   Morning refreshments

11.00   One-to-one meetings

Delegates have the opportunity to pre-arrange one-to-one meetings with partners or suppliers. This is a unique chance to develop new relationships, discuss business opportunities and bilateral partnerships.

                or

                Take part in a product workshop organised by Comarch or points.com:

                             

Delegates can attend a product workshop structured around a core loyalty challenge and led by an innovative loyalty supplier.

 

12.30    Lunch kindly sponsored by Mastercard



13.30   Streamed insight sessions: Retailers with wings or Working with China

Delegates have an opportunity to select one of these practical ‘insight’ sessions. Explore either how to become an effective retailer or how to set a successful strategy in the Chinese markets.

 

Retailers with wings

Working with China
  • Moving from FFP to broader loyalty programmes attractive to retail partners
  • Are retail programs a threat to travel loyalty programmes?
  • What can travel loyalty programmes learn from retail programmes in terms of data mining, market roll-out and CRM?
  • Case study: Nectar Italia

Sandra Diem, VP Global Business Development - Travel, Aimia

Dave Battiston, Managing Director International, Loyalty Management Int. 
  • Insight on loyalty in China
  • Review of Chinese loyalty programmes and consumer profiles
  • Adapting the loyalty concept to cultural particularities
  • Setting an effective China launch strategy

Rob Thorne, Head of Loyalty (LoB), IBS Software Services

Julia Wong, Senior Consultant (Loyalty), IBS Software Services

 

 

14:30     Afternoon refreshments

 

15.00     Virtual currencies vs mileage currency: Another dark cloud on the horizon?

  •      What will the impact of a ubiquitous virtual currency be?
  •      If facebook credit becomes a global currency provider what impact will this have?
  •      How should loyalty programmes prepare for this?

Paul Bowen, VP, Europe, Tapjoy

 

15.30    Hot Seat: Frequent traveller vs. loyalty managers: Towards customer satisfaction

  •     Incorporating the frequent flyer perspective - the gap between reality and wishful thinking
  •     Driving engagement to improve customer experience
  •     Delivering the basics of the loyalty programme promise

Rahul Kucheria, Manager Loyalty, Privilege Club

Katrin Flöther, Head of Partner & Loyalty Management, Germanwings

Thomas Sevcik, Partner, Arthesia

Catharina Eklöf, Head of Merchant Development Europe, MasterCard Worldwide

 

 

17.00   Close of conference/announcement of venue 2013

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