Aviation Loyalty


Loyalty, revenue, and retention for the world’s airlines and airports


What is the next generation of airline loyalty programs? This is what global loyalty leaders will explore at Aviation Loyalty, as many airlines struggle to design a loyalty program that delights the modern-day traveller. We will examine different areas of loyalty to understand how the industry can keep up with rapidly changing passenger demands. See agenda

 

 

KEY SPEAKERS INCLUDE

 

VIEW AGENDA

 

SPONSORS

Accomodations Plus International

Affirm

ATPCO

Booking.com

CellPoint

Cirium

Emarsys

EveryMundo

Expedia Partner Solutions

Forter

Mastercard Data & Services

Mindtree

Paysafecash

Travelport Digital

Trustly

Urban Airship

 

 

 

 

 

AGENDA

 


 

 

Loyalty, Thursday 5 September 2019

08:00

Registration

DIGITAL COMPETITION AND DIFFERENTIATION

Tony Fernandes
08:30

Keynote Interview: Tony Fernandes, Group CEO, AirAsia

Low Cost industry legend and one of Asia’s most famous entrepreneurs joins us to talk about AirAsia’s huge transformation. Going from being an airline to a one-stop travel technology company. Tony will be sharing how Asia’s largest low-cost carrier is going beyond air transportation to encompass hotels, activities, loyalty and much more. Discover first-hand how AirAsia is digitalising operations and using advanced analytics and machine learning to digitise every aspect of its business and better serve customers.
Johan Lundgren
08:55

Keynote interview: Johan Lundgren, CEO, easyJet

easyJet CEO Johan Lundgren sits down with Guy Johnson to discuss how the easyJet brand is moving beyond price and creating a long-term plan with a vastly wider use of data analytics across the business. Find out from Johan how the airline is radically changing its holiday business and extending its reach to the wider travel value chain. Understand more about how easyJet is embracing data driven customisation and digital capability and learn about new partnerships that will develop from its new contribution model.
Alan Joyce
09:10

Keynote Interview: Alan Joyce, CEO, Qantas

Alan Joyce joins us to discuss the challenges of balancing dual brands Qantas and Jetstar. Find out more about the airline’s future strategy for expanded growth in Asia. Learn how Qantas are looking to exploit and develop its own customer base through Amazon style personalisation. Alan will also be discussing ultra long haul and how Qantas plan to capitalise on high demand. Expanding the most trusted brand in Australia.
Sir Tim Clark
09:30

Keynote Interview: Sir Tim Clark, President, Emirates

Industry legend Sir Tim Clark joins us to talk innovation, growth and coping with headwinds in aviation. Gain his unique insight on how he sees digital technology driving current and future successes. Find out from Sir Tim on what he sees as the most exciting technology impacting the end to end passenger experience. Understand how he views the future of global distribution systems and the potential impact of blockchain, biometrics, AI and IoT on day to day operations.
Panel discussion
09:45

Keynote CEO Panel

Following their interviews, our keynote speakers will join a panel discussion, where they will debate some of the biggest challenges facing the industry. Key issues they will address include:
  • How can the aviation industry cope with the rapid changes that digital technology brings and how are airline CEOs prioritising digital and mobile only tools and applications?
  • What are the trends that will shape the industry into 2020 and where are airline CEOs placing their bets?Biometrics, blockchain, robotics, artificial intelligence, voice technology, connectivity and cyber security?
  • In what way will airlines evolve beyond selling seats and become more involved in the wider booking and planning experience for customers?
  • What is the next step for the evolution of low-cost carriers and are they still the core innovators in a dramatically changing industry?
  • Passenger connectivity is continually growing, how can we use this to best serve our customers and deliver a more seamless end-to-end experience?
  • What impact will ultra-long-haul travel have on the future of global competition and will we see new partnerships develop?
  • How do airline CEOs see digital as a core differentiator against competition and how are they investing in technology to improve day to day operations and services?
10:20

Networking break in the exhibition hall

round tables
11:20

Technology & Strategy Roundtables

With rising passenger expectations and rapidly-changing technology, how can we as an industry evolve to meet these challenges? Our roundtables are hosted by senior level topic specialists. Participants are asked to introduce themselves to the table, and then as a group, they brainstorm and produce their suggestions on what technology would work best for them. After 30 minutes, there is one rotation, so participants can join two tables during the session.
"I'll be back" - ROBOTS!!! How to deal with the Good, the Bad and the Ugly?
Aleksandar Ivanišević

Aleksandar Ivanišević, Head of Operations and Support, 2e Systems Gmbh

Achieving NDC´s business objectives with a legacy PSS: What challenges are being faced and what strategies can be adopted to achieve these business objectives.
Marco Contento

Marco Contento, Vice President Aviation Business, IBS Software

Ancillary Revenues in the Travel Industry: What are the effects of mobility on revenue streams pre, during and post-journey?
Robin Moradian

Robin Moradian, Partnerships Manager, Splyt

How can airlines use blockchain to drive 1:1 dynamic offers and personalized retailing?
Gianni Cataldo

Gianni Cataldo, Head Of R&D And Bridge Labs, ATPCO

How can airlines utilise technology to transform the crew layover experience?
Donal Mcgranaghan

Donal Mcgranaghan, Chief Product And Technology Officer, Accommodations Plus International (API)

How can modern offer and order management platforms leverage NDC to enable personalized offers and seamless fulfillment?
Michael Reyes

Michael Reyes, Senior Director, Offer Management Solutions, Sabre

How can your airline accelerate offer transformation?
Jim Davidson

Jim Davidson, President And Chief Executive Officer, Farelogix

How do you use data to exceed traveler expectations?
Andrew Doyle

Andrew Doyle, Director, Aerospace Market, Cirium

How is mobile technology helping airplanes take flight?
Mustafa Ebadi

Mustafa Ebadi, COO, SOTI

How is the journey to Airline Digital Transformation impacting your organization across RM, ecommerce, distribution, and beyond?
Aditi Mehta

Aditi Mehta, Senior Product Marketing Manager, PROS

How much are uncontactable customers costing your airline?
Al Tredinnick

Al Tredinnick, Head of Business Development, 15below

Is a Customer 360 possible in a fragmented digital world ?
Cyril Treacy

Cyril Treacy, Vice President of Industry Architects, Salesforce

Similar to Uber and AirBnB, how can airlines successfully tap into secondary markets to drive incremental profit growth?
Azim Barodawala

Azim Barodawala, Chief Executive Officer, Volantio Inc.

The Onward Passenger Travel – When does this really matter?
Yaron Schechtman

Yaron Schechtman, Head Of Business Development, Here Mobility, HERE Mobility

What can airlines do to optimise customer support costs, increase revenue & build loyalty using A.I?
Guillaume Laporte

Guillaume Laporte, Chief Executive Officer, Mindsay

What can blockchain actually offer for optimised operations within airlines, airports and concessionaires?
Gustavo Sanches

Gustavo Sanches, CIO, National Civil Aviation Agency - Brazil - ANAC

What’s preventing wide-spread adoption of single digital identity in the industry?
Bob Kwik

Bob Kwik, Vice President, Air Transport Solutions, Europe, SITA

Where are the pain points when transforming vast streams of data into seamlessly flowing information for predictive airport analytics?
Rami Hindieh

Rami Hindieh, Associate Director, Greater Toronto Airports Authority

FUTURE OF LOYALTY

Mark Nasr
Loyalty
12:25

Shaping the Future of Loyalty at Air Canada

A fireside Chat between Mark Nasr, VP Loyalty & eCommerce, Air Canada and Brian Sumers, Editor, Skift
Alan Josephs
Loyalty
12:40

“Just for Me” Loyalty: Building Emotional connections through data and tailored inventory

  • How to better capitalize on loyalty data to offer tailored content that creates emotional connections.
  • How airlines can achieve this by providing high-margin inventory as part of their data-driven offer curation process.
  • Outline the basics of how airlines can optimize their loyalty programs and sales channels to offer tailored inventory that supports revenue goals.
Panel discussion
Loyalty
12:55

The role of personalisation in shaping the future of Loyalty

Themes include:
  • How can airlines and loyalty programmes engage with modern customers more successfully?
  • The role of personalisation and data in the successful growth of loyal customers
  • ‘Differentiation’ How can this be achieved successfully?
13:25

Networking lunch in the exhibition hall

DIFFERENTATION & MODELS

Donna Orman
Loyalty
14:40

Tackling the challenge of changing financial services products

  • Launching a joint venture to avoid charging fees
  • Sharing the success of the card – what is behind the success?
  • Ensuring value to our customers: building fully tiers which really make sense to everyone
Mike Slone
Loyalty
14:55

Disruption in travel industry customer centricity in airline industry and out latest innovations

Christopher Chang
Loyalty
15:10

Building an effective loyalty model for the Asian low cost loyalty market

  • Working with our customers to engage year round: creating beneficial partners which really drive engagement
  • Using Loyalty to gain insights into our customers: using this to optimise & personalise our customer offers
  • Working to engage our customers in a mobile first world: allowing our customers to engage with our program in real time
Dan Melki
Loyalty
15:25

Making Profits Soar with a Test & Learn® Approach

  • Effectively leveraging data & analytics to accurately measure the impact of new initiatives, despite inherent challenges in the industry
  • Establishing a culture of experimentation to understand how new programs impact different aspects of the business
  • Learn how global airlines are measuring in-market business experiments to optimize ROI on new initiatives
Manish Dureja
Loyalty
15:40

Its time for Loyalty and customer engagement to coincide

  • Understanding how data can impact the standard loyalty ecosystem with new insights
  • How can FFPs transform to integrate technology to truly understand customers in an actionable way?
  • Understanding Loyalty in a new way to deliver a loyalty outcome with customers
16:00

Afternoon refreshment break and exhibition viewing

DATA DRIVEN AIRLINES

Panel discussion
17:00

CLOSING KEYNOTE PANEL DISCUSSION: Data driven airlines – What are airlines doing to create insights that will improve the customer proposition, drive revenue and reduce costs?

  • There are now billions of data points on a day to day business – How do we retain that data to help improve the next journey?
  • How close are we to achieving a new level of data-driven collaboration across all airline functions collectively to deliver a more seamless customer experience?
  • Have we succumbed to the Googles & Amazons of this world - How will airline data fit into the travel ecosystem of the future?
  • Ultimately can new technologies and big data help reduce tight profit margins and intensify global competition?
18:00

Evening reception at the Arsenal Emirates Stadium

last published: 18/Jul/19 09:35
Top >

 

 

 

Loyalty, Friday 6 September 2019

08:00

Conference doors open

08:05

Chair's opening remarks

GROUND INNOVATION BREAKFAST BRIEFING

Panel discussion
08:10

How can airlines, airports and mobility partners collaborate to build a seamless travel experience for global passengers?

  • Are we overcoming the traditional challenges of collaboration in aviation between airlines, airports and mobility partners?
  • Exploring the increasing importance of a digital offering in all areas of the passenger journey for seamless capacity optimisation.
  • How can car rental companies evolve to compete more effectively with ride-sharing services?
  • What impact will a driverless future and autonomous vehicles have on the ground experience?
  • How should we adapt our current business models to create ancillary revenue sources?

KEYNOTE: AIRLINES IN A DIGITAL WORLD

Anne Rigail
08:50

Keynote Interview: Anne Rigail, CEO, Air France

New Air France CEO Anne Rigail sits down with Bloomberg’s Anna Edwards to discuss how she is taking a new approach to rebuilding the Air France brand and making the business highly competitive in a digital age. She will also explore her approach to getting the balance right in the group, utilising both premium and low-cost offerings effectively. Also find out exclusively about the latest Air France passenger experience initiatives in this keynote interview.
Alexandre De Juniac
09:15

Keynote Interview: Alexandre de Juniac, CEO, IATA

Alexandre sits down with Anna Edwards to discuss how IATA are approaching new technologies and the digitalisation of processes in the aviation industry. Find out exclusively in this keynote interview how he sees the future development of NDC as it comes of age. Understand more about OneID and how it will enable passengers to move more seamlessly through the airport without having to repeatably identify themselves. See how One Order could help enable network and legacy carriers do more business with ticketless travel airlines such as LCCs. Gain Alexandre's unique perspective on how the global industry can use data sharing tools to improve operations and how he thinks the industry can become more aware and prepared of the dangers of cyber threats.
Panel discussion
09:40

Keynote Panel: How is digital, shifting passenger behaviours and transformative technologies disrupting the existing airline ecosystem?

  • Is the “Amazon of Travel” an unachievable myth and can airlines create an intelligent digital mesh of products and services that meet modern passengers needs?
  • Will the airlines dream of transforming themselves into digital mobility brands become a reality?
  • Is the industry lagging behind consumer adoption of technology and what is the future of conversational interfaces when it comes to sales and service?
  • What types of product differentiation should we expect to see through future airline retailing channels?
  • When will the big tech giants disrupt the distribution landscape and will they succeed in taking over the entire value chain in the next decade?
10:25

Networking and refreshments in the exhibition hall

NEW LOYALTY LANDSCAPE

Jouni Oksanen
Loyalty
11:10

Sharing the success of our new loyalty program at Air Baltic: for the modern traveller

  • Using our loyalty program to upgrade less frequent flyers to fly more
  • Using gamification and a different loyalty model to increase customer engagement and drive customers to our website
  • Sharing the impact of our new system: are we engaging with our customers in a more meaningful way?
Onur Dedeköylü
Loyalty
11:45

Creating a new standard for low cost loyalty programs

  • More than earn and burn: how does Pegasus program encourage real loyalty?
  • Incentivising our customers in a new way which matches their expectations
  • The digital enabler: ensuring the cross-channel integration of our program
Rob Borden
Loyalty
12:05

Payments and revenue management: Utilizing AI and beyond

Panel discussion
Loyalty
12:40

Developing the traditional FFP for the modern traveller

Themes include:
  • How can Loyalty Programs successfully drive innovation across the business?
  • How important is customer experience to loyalty? Making sure our customers feel valued
  • Creating innovative benefits for our customers outside the industry standards
13:00

Networking lunch in the exhibition hall

last published: 18/Jul/19 09:35
Top >