Venue: Bethesda DoubleTree Hotel Conference Center
Tuesday, 9 November, 2010 - Post Event Downloads
09.00 - 09.20
Keynote: The Big Picture - Actionable Intelligence courtesy of Web 2.0 - A top-down view of the digital world and what the future holds
- Just how comprehensive and reliable is social data?
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Making loyalty databases smarter through web-based customer intelligence . - Damien Miller, CEO, Comet Way Presentation in PDF
09.20 - 09.50
Keynote: Airline Case Study: Social Media Case Study: Issues Management & ROI Measurement - Billy Sanez, Director of Social Media & Customer Communications, American Airlines (Download not avilable - this presentation can be viewed on video below)
09.50 - 10.15
Expert Presentation: on-Demand Market Intelligence for the Travel Industry - Converting customer feedback through social media channels into actionable intelligence.
- How to master the 2-way conversation with your customers via Social Media Platforms - Martin Stoll, CEO, GoSeeTell Presentation in PDF
10.15 - 10.40
Keynote: Airline Case Study: Integrating Social Media in your Marketing Mix for Positive Returns -
How to harness 'crowd sourcing' for product development
- A framework for Social Media campaigns to generate bookings
- Managing return on investment and setting campaign goals - Renato Ramos Ramos, Interactive Marketing Manager, TAM Airlines Presentation in PDF
10.40 - 11.05
Expert Presentation: Measuring the Success of Airline Loyalty through Business Intelligence -
Designing a reporting framework for a FFP
- Identifying Loyalty KPIs
- Disseminating customer intelligence internally gained from loyalty initiatives - Marcin Kosciak, VP Loyalty Consulting, Comarch Presentation in PDF
11.35 - 12.35
Panel Discussion: Moving Social Media from Digital to Integrated Marketing How can we complement platforms like Facebook, Twitter, and Linkedin, with supplemental tools email, apps and offline techniques? How are SM platforms going to interface with CRM & Loyalty Systems - promote cross-selling virally
Moderator: - Sergio Mello, CEO, SATISFLY Panelists: - Renato Ramos Ramos, Interactive Marketing Manager, TAM Airlines - Martin Stoll, CEO, GoSeeTell
- Marcin Kosciak, VP Loyalty Consulting, Comarch
- Roger Williams, Managing Partner, Consulting, Airline Information
- Facillitated by: Michelle Malito, Chief Operating Officer, Comet Way (Delivered by Damien Miller, CEO, Comet Way) Presentation in PDF
MasterClass Session A - It's not rocket science! Master the art of 'storytelling' and vastly improve your communication with your IT provider Sources of Business Intelligence and understanding what is really possible The fundamentals for effective analysis Integrate with your colleagues and stakeholders – Learn dissemination techniques that work
MasterClass Session B - Harness Intelligence from Open Social media Sources! Learn how to make your loyalty database smarter Discover how to use Social Media as your alternative distribution platform Use Social Media data to generate predictive analysis – know when your customers will defect
Master the art of 'storytelling' and vastly improve your communication with your IT provider
