Pre-Conference Loyalty Workshop
Wednesday, 21 October
Pre-Conference Ancillary Workshop
Wednesday, 21 October
13.00 - 17.00
Optional Pre-Conference Workshop
Presented by ICLP - the global loyalty agency Maximising the value of FFPs and FGPs in the new age of driving ancillary revenue and loyalty
Facilitated by: Stuart Evans, General Manager for UK and Europe, ICLP
Suddenly everything has changed. Customers are totally in control of their relationship with you and the operating environment has demanded that airlines and hotels look at new ways of driving incremental revenue from customers. In the face of all of this, how can you improve both customer and company profitability?
This fast-paced interactive workshop will to help you measure the success of your customer relationships and loyalty strategies. It will challenge you to think differently and identify new ways in which your organization can improve loyalty and profitability.
As an attendee, you will:
· Identify how to evaluate the revenue opportunities and costs of your programme in the wider context of your organisation using a metric-driven business model
· Discover a new strategic model to measure and identify new initiatives to increase customer loyalty
· Evaluate how your brand scores using this model and compare your performance with that of your industry peers
· Discuss real life examples that link marketing best practice to commercial performance
· Understand how you can directly and profitably apply these insights to your role and organisation
Simply a must-attend workshop for airlines and hotels presented by ICLP, the global loyalty agency.
>> DUE TO HIGH DEMAND THE WORKSHOP HAS BEEN RE-OPENED AND THE MEETING ROOM CAPACITY UPGRADED
Book your space for free while registering online for the conference. (Airline and Hotel delegates only please)
12.50 - 13.00
Chairman’s opening remarks - Allan Carson, Managing Director, PGS
13.00 - 13.30
Opening keynote: Strategies to increase onboard food and drinks sales - Dan Hayter, Sales and Marketing Director, Onboard Retail (Right click select "Save Target As")
13.30 - 13.50
Practically delivering the onboard retail experience – systems and support to deliver onboard - Wendy Campanella, Vice President of Business Development at Row 44 (Right click select "Save Target As")
13.50 - 14.10
Inflight internet access – options and opportunities - Kathee Muldermans, Director, Airline Sales, Aircell (Right click select "Save Target As")
14.10 - 14.30
Accepting payments onboard – issues and challenges in getting paid onboard - Darryl Jang, Business Development, GlobalCollect (Right click select "Save Target As")
15.00 - 15.40
Drive incremental revenue by taking advantage of all customer touch points - Michael Fried, formerly the Director of Traffic and Revenue Analysis at JetBlue Airways, MDF Consulting Services (Right click select "Save Target As")
15.40 - 16.00
Onboard convergence – monetizing, ipods, mobiles/cells phones and their connectivity to IFE - Allan Carson, Managing Director, PGS
16.00 - 16.20
Making the flight like a shopping experience - Christopher Forrest, ARINC/SkyBuy, Senior Director, New Business Development (Right click select "Save Target As")
16.20 - 17.05
Inflight internet and cell phone access – with numerous options on how to enable these services, which are the best – most customer friendly, most affordable etc. Is there a revenue model that can turn a meaningful profit? What are you seeing so far – what are customers saying? Will it enhance onboard service or just turn it into a high pressure sales environment?
Moderator: Andrea Spiegel, former head of Sales and Marketing of JetBlue and now Marketing Strategy and Brand Development consultant
Panelist:
- Dan Hayter, Sales and Marketing Director, Onboard Retail
- Christopher Forrest, ARINC/SkyBuy, Senior Director, New Business Development
- Kathee Muldermans, Director, Airline Sales, Aircell
- Ivor Smith, CEO, Duty Free on arrival.com
- Julia Stamberger, President and Founding Partner, Go Picnic Inc
- Rob Gallagher, Manager, Catering and onboard service, Virgin America
- Kathee Muldermans, Director, Airline Sales, Aircell
FFP Conference
Day 1: Thursday, 22 October
Ancillary Revenue Airline Conference - ARAC
Day 1: Thursday, 22 October
07.45 - 08.50
07.45 - 08.50
Check-in & Networking – Coffee served
Sponsored by:
Check-in & Networking – Coffee served
08.50 - 09.00
08.50 - 09.00
Chairman's Opening Remarks:
- Michael Smith, Managing Director, SeaMountain
Chairman’s Opening Remarks:
- Stewart Wallace, Director Int’l Sales, Loyalty Plus
09.00 - 09.25
09.00 - 09.25
Keynote: Personalized merchandising: where loyalty programs and optional services intersect.
- Cory Garner, Director of Merchandising Strategy, American Airlines (Right click select "Save Target As")
Keynote: A-Z of introducing a-la-carte fees and ancillary revenue streams into a traditional airline environment: From obtaining employee and customer buy-in to incorporating them into your accounting and revenue management.
- Maria Walter, Director of Merchandising, United Airlines (Right click select "Save Target As")
09.25 - 09.50
09.25 - 09.50
Keynote: Do airlines and travel providers really need a loyalty program?
- David Canty, Director Loyalty and Partnership Marketing, JetBlue Airways
Keynote: Exploiting new media and the internet to create a better, interactive, ancillary revenue strategy - Freddie Laker, Director, Digital Strategy, Sapient (Right click select "Save Target As")
09.50 - 10.15
09.50 - 10.15
Keynote: Loyalty program spin-off: The Aeroplan Story Chapter 2 Five years on, what are the lessons for the industry from Aeroplan’s ground-breaking spin-off? - Craig Landry, Senior Vice President, Partnerships and Rewards, Aeroplan (Right click select "Save Target As")
Keynote: Show me the money!: What are the key metrics and KPI’s for your ancillary revenue strategy?
Keynote: Case Study: A Different Perspective: How non-travel related companies are using unique customer insights to drive loyalty and profitability - Simon Hay, CEO, Dunnhumby (Right click select "Save Target As")
Keynote: Using ancillaries to enhance your brand as well as being a source of income - Mike Messeroff, Manager, Business Development, JetBlue (Right click select "Save Target As")
10.40 - 11.00
Coffee Break & Networking >>
Sponsored by:
Coffee Break & Networking
POD I: Economic Stimulus
POD I: Ancillary Revenue Strategy
How is the current economy affecting your loyalty program and changing your customers’ behavior? How can your company use its loyalty program to best react to current market conditions?
11.00 - 11.25
11.00 - 11.25
Customer Analytics and mastering unobtrusive customer intelligence gathering - Freek-van Essen, Head of Database Marketing, Flying Blue, Air France-KLM (Right click select "Save Target As")
A new airline business model? Has ancillary revenue and more importantly ancillary profits, revolutionized forever how airlines have and will do business? - Ratan Ratnakar, Vice-President Revenue Optimisation, Kingfisher Airlines (Right click select "Save Target As")
11.25 - 11.50
11.25 - 11.50
Currency Value: What’s the value of a mile?
Weighing internal calculations against your published retail value for top-offs and transfers.
- Scott K. Brandt, Strategy Consultant and Managing Partner, Manta Aviation Insight (Right click select "Save Target As")
Case Study: Maximizing ancillary revenue from existing ancillary activities: Airlines have quickly added ancillary programs due to recent economic conditions, but how can they now be rationalized for maximum revenue? - John Swanciger, SVP Marketing and Business Development, EzRez
- Cory Garner, Director of Merchandising, American Airlines
> Presentation not available
11.50 - 12.15
11.50 - 12.15
FFP Fraud: With fraud rates increasing due to the economic downturn, what can airlines do to combat FFP fraud? - Mukund Srinivasan, Business Finance Manager Emirates Group IT, Emirates Airline (Right click select "Save Target As")
A Lesson from FareCompare about the Impact of Social Media on Fare Wars and Transparency - the Ultimate Resource for Ancillary Revenue. - Rick Seaney, Co-founder, FareCompare (Right click select "Save Target As")
12.15 - 12.40
12.15 - 12.40
Co-branded Credit Cards: Reconfiguring your card relationships to enhance control and profit – Qantas case study
- Lance Blockley, Global Managing Director, Edgar, Dunn & Company (Right click select "Save Target As")
Sustainability: How sustainable is your ancillary revenue strategy- planning for tomorrow. - Raphael Bejar, CEO, Air Savings (Right click select "Save Target As")
POD II: Ancillary Revenue & Loyalty: A marriage made in heaven?
14.00 - 14.25
14.00 - 14.25
Airline Case Study: new ways of technology implementation. Whether implementing new loyalty systems or updating existing airline systems, a new methodology can deliver more quickly and cost effectively - Tal Shalit, Director, Systems & Product Development Porter Airlines (Right click select "Save Target As")
Loyalty & CRM: Using loyalty and CRM infrastructure to support ancillary revenues
- Brett Billick, Director CRM, Virgin America (Right click select "Save Target As")
14.25 - 15.40
14.25 - 14.50
Panel Discussion: Loyalty System showdown, what are programs demanding and how are systems handling customer centric integration and emerging social networking initiatives?
- Moderator: Martin Wassborn, Manager Consumer Insight, SAS
Customer Impact: Is it worth treating loyal customers differently in terms of fees and ancillary product offerings to price sensitive ones? - Georgia-Lee Cleland, Ancillary Revenue Manager, EuroStar (Right click select "Save Target As")
14.50 - 15.15
- Marcin Kosciak, Director Loyalty Programmes Consulting, Comarch
- Hakan Unlu, System Development Director, Hitit
- Rob Thorne, Consultant, IBS
- Patrick Grubbs, Senior Director, Travel Industry, Oracle
- Len Lubbe, CEO, LoyaltyPlus
- Al Toll, RI Executive Vice President, Amadeus
Innovative ways to achieve greater return on passengers by adding value to their lives’
- Janet Titterton, Business Planning Director, Collinson Latitude
- Dan McKone, Partner, L.E.K Consulting (Right click select "Save Target As")
15.15 - 15.40
Lessons from the Cruise Industry - maximizing the vacation experience to drive repeat business - John Chernesky, Director, Passenger Programs, Princess Cruises
> UNPUBLISHED PRESENTATION
15.40 - 16.10
Coffee Break & Networking >>
Sponsored by:
Coffee Break & Networking
16.10 - 17.30
16.10 - 17.30
Panel Discussion: Loyalty-driven barter trading platforms and marketplaces.
Should loyalty programs fight or embrace this growing phenomenon?
- Moderator: Roger Williams, Managing Partner, Airline Information
- Brad Ball, President & CEO, LoyaltyMatch
- Chris Barnard, President, Points.com
- Martin Wassborn, Manager Consumer Insight, SAS
Panel Discussion: Today it’s called ancillary revenue. Tomorrow will it just be revenue?
Moderator: Bill Brunger
- Bobby Healy, CTO, CarTrawler
- Allan Carson, DigEcorp
- Beth Godlin, Executive Vice President, Chief Sales and Marketing Officer, Mondial Assistance
- Maria Walter, Director of Merchandising, United Airlines
Distribution: The distribution implications of fare families and a la carte fees.
Can technology drive transparency for the customer?
- Kyle Moore, Vice-President, Sabre
- Catherine Dyer, Vice President of Distribution, Westjet (Right click select "Save Target As")
09.35 - 10.00
09.35 - 10.00
What systems and support are needed to use data generated by analytics and CRM effectively - John Lambe, CTO, OpenJaw (Right click select "Save Target As")
Back Office Technology: Making the back office efficient for ancillary products. - Gianni Cataldo, GM Americas, Datalex (Right click select "Save Target As")
10.00 - 10.25
10.00 - 10.25
Social Networking: Case Study: Using social and emotional marketing to monetize your program.
- Martin Stoll, CEO & President, GoSeeTell Network
- Michael Betteridge, Manager, Retail & Partnership Marketing at Virgin (Right click select "Save Target As")
Vendor Selection: Key criteria in selecting ebusiness suppliers supporting multi-channel strategies for Ancillary Revenues
- Frank Socha, Regional Director (EMEA), ATPCO (Right click select "Save Target As")
10.25 - 10.50
10.25 - 10.50
CRM-light: Listening to your customers- what are customers saying about loyalty programs? - Brett Synder, Crankyflier.com
- Nicholas Kralev, Washington Times
Profiting from Dynamic Currency Conversion (DCC) - Paul K. Ackermann, Vice President, Head of Sales - North America, Travelex (Right click select "Save Target As")
10.50 - 11.15
Coffee Break & Networking >>
Sponsored by:
Coffee Break & Networking
POD IV: Better Managing Your Loyalty Program
POD IV: The Practicalities- case studies
11.15 - 11.40
11.15 - 11.40
Liability Management: Actively managing your program liability: from establishing a true P&L to understanding the value of coalition and potential for spin off -Robert Brunner, CEO, RBH Financial Group (Right click select "Save Target As")
Case Study: Innovative ways to maximise your onboard sales
- Julia Stamberger, President and Founding Partner, Go Picnic Inc
- Rob Gallagher, Manager of catering and onboard service, Virgin America
> UNPUBLISHED PRESENTATION
11.40 - 12.05
11.40 - 12.05
Improving your member experience – the pros and cons of using social media - Sergio Mello, CEO, Satisfly (Right click select "Save Target As")
Case Study: Working with Revenue Management to build a new airline profitability model
Currency Management: The rewards of driving redemption – lessons from the hotel frequent guest world
- Deborah Merrens, Director of Global Strategic, Partnerships / Asia Pac, Hilton Hotels Corporation > UNPUBLISHED PRESENTATION
Case Study: Maximising the income from your travel insurance program - Ricky Horwitz, Vice President, Strategic Partnerships Mondial USA
- Victoria Oakman, General Manager, Delta Air Lines (Right click select "Save Target As")
12.30 - 12.55
12.30 - 12.55
Redemption Management: with capacity shrinking who is best managing flight redemptions
Closing Panel: Is there an inherent conflict between loyalty and ancillary revenue? Are airlines going to lose their best customers in their drive for new revenue sources?"
Moderator: Nicholas Kralev, Washington Times
- Ayla Dame, Director, Customer Services, Middle East Airlines
- Ratan Ratnakar, VP Revenue Optimisation, Kingfisher Airlines
- Steve Mathwig, Director, Loyalty Marketing, Midwest Airlines
- Deborah Merrens, Director of Global Strategic, Partnerships / Asia Pac, Hilton Hotels Corporation
- Simona Pignotti, Director, Contact Centre, Loyalty Program and Ticketing, Meridiana
Closing Panel:
What are the next quantum steps in ancillary revenue? Could it include corporate and business traffic?”
Moderator: Frank Socha, Regional Director (EMEA), ATPCO
- Jason DeWinne, Manager Loyalty, Qatar Airways - Jay Sorensen, President, IdeaWorks
- Dan Hayter, Sales and Marketing Director, Onboard Retail
- Oliver Wallace, Corporate Account Manager, Cathay Pacific
- Adam Bauer, President, Air Meals
- Ann Lowden, Director, Product Marketing and Development, ATPCO
15.35 - 16.00
15.35 - 16.00
Closing Keynote: Optimizing total value – the balance between loyalty and ancillary revenue - Neil Thompson, Head of Loyalty Practice, Seabury Aviation & Aerospace LLC (Right click select "Save Target As")
Closing Keynote:
Making targeted marketing a reality today, driving the ancillary revenue of tomorrow - Jeffrey McChesney, President & CEO, Jetera (Right click select "Save Target As")
16.00
Closing of Conference
17.00
Happy Hour & Networking: Join your fellow delegates in Pete’s Surf City Bar for reduced priced drinks and post-event networking
Post Conference: Saturday, 24 October
Reviews on Past FFP & ARAC Events:
Looks like your FFP conference proved to be a format for the future!"- Peter Baumgartner, Etihad
I wanted to send my congratulations on another very successful conference! It's obvious that you and your team invested a great deal of time and energy to make sure that the conference was successful and valuable to all parties. Great job." - Rick Rasmussen, Alaska Airlines
To be among top FFP executives of different airlines across the world in the same place at the same time and to be able to share ideas with each other was priceless."- Diana Rodriguez, Qatar Airways
