| /// FFP (Loyalty) Track |
/// ARAC (Ancillary Revenue) Track |
/// Co-Brand Partnership Track |
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09.45 - 09.55 |
Welcome & FFP Chairman’s opening remarks
- Michael Smith, Managing Partner, Airline Information |
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09.45 - 09.55 |
Welcome & ARAC Chairman’s
opening remarks
- Frank Socha, Regional Director, EMEA, ATPCO |
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09.45 - 09.55 |
Welcome & Co-Brand Chairman's opening remarks
- Marc Berman, President, The Mallett Group
 Presentation in PDF |
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09.55 - 10.20 |
Keynote: The rise of non airline travel reward programs – threat or opportunity?
- Lance Blockley, MD, Edgar Dunn & Co
Presentation in PDF |
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09.55 - 10.20 |
Keynote: Making It Happen: The Value of Ancillary Standards
- Rolf Purzer, Chief Marketing Officer, ATPCO
Presentation in PDF |
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09.55 - 10.20 |
Keynote: The 3 Way Dance: The Brand, The Issuer and The Consumer - How to Balance and Where to Focus
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Mark Sullivan, Managing Director, Loyalty Marketing, Continental Airlines
- UNPUBLISHED PRESENTATION |
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| /// FFP (Loyalty) Track |
/// ARAC (Ancillary Revenue) Track |
/// Co-Brand Partnership Track |
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10.20 - 10.45 |
Keynote: Surviving the recession – how loyalty played its part
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Andrew Swaffield, MD, The Mileage Company
Presentation in PDF |
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10.20 - 10.45 |
Keynote: Merchandising moves the goods onboard This presentation applies best practices to boost onboard food and beverage sales. Flight attendants push the same trolleys and management relies on catering methods developed decades ago. Based on extensive research to determine how industry leaders maximize sales in other enterprises, such as grocery stores and hospitality Jay will outline how merchandising is the key differentiator onboard.
- Jay Sorensen, President, IdeaWorks
Presentation in PDF |
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10.20 - 10.45 |
Keynote: Co-brand program survival: past, present and future
Credit card issuers are have faced unprecedented economic, regulatory and profitability challenges – all of which have shifted the co-brand landscape and resulted in pressure placed on the co-brand relationship. During this session, we will address the new market reality that faces airline co-branded cards in terms of:
- Relationships: how credit card issuers, card networks and airlines interact
- Terms of Agreement: new trends in the deal-making process
- Products: loyalty and marketing schemes that best position airline co-branded cards for success
This session will also feature forward-looking analysis and predictions of what it will take for airline co-branded cards to survive and flourish in a difficult credit market.
- Megan Bramlette, Director, Auriemma Consulting Group
Presentation in PDF |
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| 10.45 - 11.15 Coffee Break |
Sponsored by Willis
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| /// FFP (Loyalty) Track |
/// ARAC (Ancillary Revenue) Track |
/// Co-Brand Partnership Track |
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11.15 - 11.40 |
The secrets of success in localising a global loyalty program - a China case study
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Robin Korman, SVP, Loyalty Marketing & Strategic Partnerships, Wyndham Hotel Group
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Kevin Yeow, General Manager China, ICLP
Presentation in PDF |
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11.40 - 12.35 |
FFP Question Time: quiz leading industry experts on the hot topics of the day.
* With two airlines spun off, is this the way to go?
* Does the rise of bank run travel reward programs represent a threat or opportunity?
* Are non flight rewards a cost effective way to balance reduced capacity and the impact on reward seats?
* Do coalition programs involving supermarkets and other partners work for pure airline FFP's?
* What lessons can be learnt from Frequent Guest Programs?
* Will credit card mileage income continue to grow or will the credit crunch permanently change the economics of these cards?
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Moderator: Rob MacLean, CEO, Points International
- Craig Landry, VP Marketing, Air Canada
- Freek van Essen, Director Communications & Database Marketing, Air France KLM
- Russ Hinckley, CEO, Command Loyalty Solutions
- Mikael Af Kleen, Director, EuroBonus Operations, Development & Online Experience, SAS
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11.15 - 11.40 |
Optimizing Your Digital Channels To Provide Revenue Through Intelligent Marketing and Merchandising
Customer expectations in the digital space have changed forever—not only because of the ubiquitous nature of technology, but also because of the personalized interaction people experience in the digital space. Although there are a few different industries driving the change, the retail industry is at the forefront in both creating personalized experiences and monetizing them. In this session we’ll discuss major trends in the retail industry and how they can be applied to your digital presence to drive greater revenue per customer.
- Brad Simms, VP, SapientNitro
Presentation in PDF |
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11.40 - 12.35 |
ARAC Question Time: quiz leading industry experts on the hot topics of the day.
* Is charging for carry on luggage a charge too far?
* Should legistlators regulate fees and charges or should customers work it out?
* What's new and hot in the market - are the likes of roaming services, or duty free on arrival the next big sources of ancillary income?
* Will standards help TMCs sort out their current billing and accounting nightmare?
- Moderator: Paddy Murphy, Fmr Chairman, Ryanair
- Michael Flory, CEO Americas, CarTrawler
- Janet Titterton, Business Planning Director, Collinson Latitude
- Mark Nasr, Senior Manager Revenue Planning, Marketing/Distribution, Continental Airlines
- Barry Landes, Business Development Manager, Expedia Affiliate Network |
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11.15 - 12.00 |
Panel: Airline Co-brands:
From Take-off to Landing
Airline co-brands are the Grand-Daddy’s of the industry. They have a premiere presence and seem to be on the cutting edge of benefit evolution. This panel will look at how airlines are viewing their current products and what future potential product enhancements are in the industry pipeline.
* How did they look in the 1980’s?
* How do these products look today?
* What do we believe consumers want them to look like in the next 5 years?
* What do airlines really deem a truly successful product?
This panel is a varied cross-section of industry executives who have their own unique perspective. Join them for this “knuckle-busting” discussion!
- Moderator: Jim Sebo, SVP Card Alliance, Advantage Consulting
- Victoria Oakman, General Manager, Delta Air Lines
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Steve Mathwig, Director Loyalty Marketing, Frontier Airlines
- Michael Pool, Senior Manager, Dividend Miles, US Airways
- Shauna Emerson O'Neil, Vice President CIBC partnerships Aeroplan Canada
- Rick Rasmussen, Director Customer Loyalty, Alaska Airlines |
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12.00 - 12.35 |
Panel: Hospitality Co-brands: Is it time to Check In or Check Out?
Are hospitality co-brands like the lyrics from the Eagles song Hotel California: “You Can Check Out Any Time You Like, But You Can Never Leave” Meaning are these co-brands a weak link in the food chain when compared to their airline brethren? Do they exist because they have to or are they true stand-alone products that drive purchase and most important incremental stays? This panel will:
* Discuss how these products serve loyalty programs and the hospitality industry
* Are current benefits comparable to the new cutting edge airline products?
* Where are the next “pockets of opportunity”?
* Why do frequent travelers opt for a hospitality co-brand over others?
Moderator: Keith Blizzard, President, Blizzard Consulting Group
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Mark Shepherd, Director, Alliances, IHG
- Robin Korman, SVP, Loyalty Marketing & Strategic Partnerships, Wyndham Hotel Group
- Jim Dominey, Director Marketing Programs, Choice Hotels
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| 12.35 - 14.00 Lunch & Networking |
Sponsored by: TheFirstClub.com
- Digital . Rewards . Branded |
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| /// FFP (Loyalty) Track |
/// ARAC (Ancillary Revenue) Track |
/// Co-Brand Partnership Track |
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14.00 - 15.00 |
The great loyalty spin off debate: with two programs now spun off, is this the best model?
- Moderator: Dan McKone, VP L.E.K Consulting
- Sandra Diem, VP International Travel Development, Groupe Aeroplan
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Andrew Swaffield, MD, The Mileage Company
- Paul Smitton, Group General Manager Loyalty Marketing, Qantas Frequent Flyer
- Jeremy Rabe, Director, Club Premier, AeroMexico |
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14.00 - 15.00 |
Who needs Standards?
The political landscape of which IT standards to adopt for travel industry ancillary services is riddled with contention. What do these standards mean for the future of the business? What is available to airlines and agencies today in order to integrate merchandising in the travel product?
- Moderator: Frank Socha, Regional Director, EMEA, ATPCO
- Jan Fogelberg, Vice President Customer Experience & Technology, Frontier Airlines
- Sébastien Touraine, Project Manager, e-services, IATA
- Carrie DeMoss, Manager Industry Solutions, ATPCO
- Brian Wishlinski, Senior Director for Product Management in PROS Revenue Management’s Airline Division
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14.00 - 15.00 |
Payment Network Panel: Our Perspective: What Makes for a Successful Co-Brand?
The payment processors are an integral part of the foundation to the co-brand structure.
Our panel will contemplate:
* How Amex, MC, Visa, and Discover think about co-brand products
* What is our Process?
* What makes for a mutually rewarding relationship amongst the payment network, the issuer and the partner?
* What keeps us up at night?
Moderator: Perry Maynard, VP & General Manager, Epsilon
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Brett Sussman, Director Co-Brand Business Development, American Express
- George Zilvetti, Vice-President Co-Brand Development, MasterCard Worldwide
- Kirk Stuart, Head Global Co-Brand Partnerships, Visa Inc.
- Kevin O'Donnell, Vice President, Credit Issuance, Discover
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| 15.00 - 15.30 Coffee Break & Networking |
Sponsored by: First Annapolis
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| /// FFP (Loyalty) Track |
/// ARAC (Ancillary Revenue) Track |
/// Co-Brand Partnership Track |
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15.30 - 16.10 |
Panel session: Lessons from the recession. What part did loyalty programs play and what impact will this have on future program development?
- Moderator: Bill Hanifin, Hanifin Loyalty
- Dr. Ricardo V. Pilon,Owner & Managing Director, Millennium Aviation Inc
- Brett Billick, Director CRM, Virgin America
- Jef Harris, Managing Director, Digital Mauve
- Angela Brissett-Martin, Manager Loyalty Programs, Air Jamaica |
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15.30 - 16.10 |
Panel session: Lessons from the other sectors: as airlines learn to become retailers, what are the lessons that we can learn?
- Moderator: Martin Tongue, VP Business Development, Points.com
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Ricky Horwitz, VP Strategic Partnerships, Mondial USA
- Jeanette Harper, Head of International Partnerships, Avis Europe
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Mark Lenahan, SVP, Product Management, OpenJaw
- Saurabh Mittal, Global Practice Head, Customer Experience, Wipro
- Matt Vignieri, Strategic Accounts, Oracle |
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15.30 - 16.00 |
Panel: The Issuers- New Products for the New Economy
This is where the relationship between consumers begins and ends. Even though the co-brand airline or hotel is where the rewards are, the issuers drive the communication, interface and financial interplay to the card holder. Given our economy and the “R” word how have these products:
* Been affected in the past 2 years?
* What do issuers really need to have a successful portfolio?
* Who are the most attractive co-brand partners?
* What do issuers want the co-brand product to evolve into?
Moderator: Don White, Vice President, The Mallet Group
- Kent Hattery, Co-Branding, First National Credit Card Center
- Kristyn Forrester, Segment Director Partnerships, Barclaycard US
- Richard Albert, Vice President, International Partnerships, American Express
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| /// FFP (Loyalty) Track |
/// ARAC (Ancillary Revenue) Track |
/// Co-Brand Partnership Track |
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16.10 - 16.50 |
Liability forum – with new accounting standards (IFRIC 13 and others) now well established in many markets, how are programs managing?
- Moderator: Evert De Boer, Senior Director, Global Airline Practice, Carlson Marketing
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Mikund Srinivasan, Business Finance Manager, Emirates/Skywards
- Joe Wold, Director, Membership Rewards, American Express
- Jay Sorensen, President, IdeaWorks
- Michael Hemsey, President, Kobie Marketing Systems
Areas to be covered:
Managing redemption availability with shrinking capacity – why are some carriers doing a better job than others?
Non flight redemptions – how best to manage the implications of having these in the redemption mix
How are prepaid miles from credit card providers managed in the mix of miles? |
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16.10 - 16.50 |
Onboard forum – The flying store!
Moving beyond duty-free, airplanes have become flying stores. Within that perspecitve, is paid onboard internet access delivering? Does paid gaming have a future in the air? What are the new & cutting-edge onboard sales opportunities and challenges?
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Moderator: Keith Lawless, Senior Director, Environment and Business Improvement, Air Transat
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Ann Miller, Manager, Retail Sales, American Airlines
- Amy Burr, Director, Ancillary Revenue, Virgin America
- Chris Gardner, MD of Global Onboard Merchandising, Guestlogix
- Ivor Smith, Owner, DutyFreeOnArrival.com
Some areas to be covered:
Cash versus cashless cabins – what are the implications?
Onboard redemptions – using miles onboard to deliver increased sales
Delivering enhanced –paid for - meal service onboard – challenges and pitfalls
Services you can sell onboard but are delivered on the ground or offline |
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16.00 - 16.20 |
Why issue a card if I can’t do anything with it? The next generation of card technologies and how they present new loyalty opportunities to the customer and host program.
- Damien Miller, CEO, CometWay
Presentation in PDF |
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16.20 - 16.40 |
Closing Keynote
Affluent Consumer Spending
- Theodore Iacobuzio, Vice President, MasterCard Global Insights
Presentation in PDF |
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16.40 - 16.50 |
Chairman's closing remarks
- Marc Berman, President, The Mallett Group |
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| Thursday, 14 October 2010 |
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| 08.00 - 09.00 - Breakfast & Networking |
Sponsored by: arvato digital services |
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| /// FFP (Loyalty) Track |
/// ARAC (Ancillary Revenue) Track |
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| 09.00 - 09.25 |
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Keynote (all tracks):
Simpler and easier: loyalty and revenue insights from Latin America
Having successfully spun off their FFP, the CEO of TAM, Libano Barroso will be sharing the lessons and the future direction for the airline
- Libano Barroso, CEO, TAM
Presentation in PDF |
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| 09.25 - 10.05 |
AIRLINE LIONS' DEN |
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"Based on British and Canadian T.V. programs, in the "Airline Lions' Den," new products are pitched to our panel of expert "Lions."
Who has the best new solutions for airlines to generate new revenue streams and save costs? Each provider has 10 minutes to make its business case live in front of our audience and panel of experts! Feedback will be provided by our Lions to each participant.
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Ringmaster for the session is Paddy Murphy, Fmr Chairman of Ryanair
- Lions:
- Steve Mathwig, Director, Loyalty Marketing, Frontier Airlines
- Cheryl Scheck, General Manager – eCommerce Operations and Partnerships, Delta Airlines
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Andreas Nau, Head of Strategic Buying and Product Platforms, TUI Travel
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Tal Shalit, Vice President, Information Technology, Porter Airlines
- Brian McElligott, Head of business Development, IATA
- Colin Evans, Chairman, Collinson Group
- Participants:
- UseMyBank - Joseph Luso, CEO and Brian Crozier, Vice President Business Development
- Adyen – Roelant Prins, COO
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Hostelworld – Santina Doherty, VP Commercial Development
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Plusgrade - Ken Harris, CEO |
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| 10.05 - 10.35 Coffee Break |
Sponsored by: SITA | LoyaltyPlus |
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| 10.35 |
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FFP Chairman’s opening remarks
- Sol Zia, Senior Director, LoyaltyOne Consulting |
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| 10.35 |
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ARAC Chairman’s opening remarks
- Frank Socha, Regional Director, EMEA, ATPCO |
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| 10.35 - 11.00 |
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Combating FFP Fraud - a strategic approach to attacking a growing problem
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Gudrun Osp Thorgnysdottir, Manager Operations and IT - Saga Club, Icelandair
- Hakan Unlu, CIO, Hitit
Presentation in PDF |
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| 10.35 - 11.00 |
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New ancillary revenue opportunities: using self service check-in, an un-exploited selling opportunity!
- David Reszner, Senior Product Manager Ground Services, Austrian Airlines
- Dr. Stefan Trilling, Vice President New Products & Portfolio Management Passenger Airline Solutions, Lufthansa Systems
Presentation in PDF |
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| 11.00 - 11.25 |
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The launch of Global Loyalty 3.0 – airBaltic case study
- Tero Taskila, COO, Air Baltic
- Steven Landuyt ,Head of Global Sales,Loylogic
Presentation in PDF |
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| 11.00 - 11.25 |
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Using mobile to increase ancillary revenues – converting loyalty into new revenues using mobile
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Vivianne Gravel, VP Mobile Solutions, LIPSO Systems, A Transcontinental Company
Presentation in PDF |
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| 11.25 - 11.50 |
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Using miles to stay and drive – taking redemption beyond flights
- Krishnan Saranathan, Managing Director, Loyalty Management, United Mileage Plus
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John Swanciger, SVP Sales & Marketing, ezRez Software
Presentation in PDF |
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| 11.25 - 11.50 |
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How standards will improve the
customer experience
- Jan Fogelberg, Vice President Customer Experience & Technology, Frontier Airlines
- Gianni Cataldo, Vice President & General Manager Americas, Datalex
Presentation in PDF |
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| 11.50 - 12.10 |
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Evaluation of the role social media plays in bringing customer engagement to the next level
- David Canty, Director Loyalty and Partnership Marketing, JetBlue Airways
- Marcin Kosciak, VP Loyalty Consulting, Comarch
Presentation in PDF |
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| 11.50 - 12.10 |
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How OpenAxis is leading the next leap in ancillary revenue sales
- D. Jim Young, Executive Director, Open Axis Group
Presentation in PDF |
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| 12.10 - 12.55 |
Panel session: Social Media is more than just Facebook and Twitter – you need a strategy for the digital world!
Unless you have been living under a rock, you’ll get the significance of using Social Media. In this session we’ll be looking at everything from crowdsourcing, mobile social media and how airlines are engaging with their frequent flyers and all passengers to make a better travel experience and increase revenues
- Moderator: Sergio Mello, Founder and CEO, SATISFLY
- Freddie Laker, SapientNitro
- Tero Taskila, COO, Air Baltic
- Nicola Arnese, VP/Head of e-Business, Alitalia
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Martin Stoll, CEO & President, GoSeeTell Network
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| 12.10 - 12.55 |
 Panel Session: Payments – a new source of ancillary revenue or a new cost for ancillary revenue charges?
Airlines have decided to charge many small-value ancillary services and a-la-carte fees, but many forgot to plan for the cost of accepting and managing millions of new small payments in multiple currencies.
How can payments for ancillary fees be better managed and more cost effective?
What are the ancillary revenue opportunities from the world of payments- co-branded credit cards, surcharging credit card payments, selling foreign currency, dynamic currency conversion? Can accepting payments be turned from a cost to a revenue stream?
- Moderator: Wendy Ward, Marketing Director, UATP
- Laurie Gablehouse, Payments Consultant, Continental Airlines
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Anthony Reversat, Business Development Manager, GlobalCollect
- Kathy Reeves, Business Development Manager, Cybersource
- Roelant Prins, COO, Adyen
- Jan Jaap Kramer, Credit Card Manager, Martinair
Many carriers are charging credit card fees on their direct sites. Is this the best way? Is this ancillary revenue or just a way of saving costs?
Dealing with TMC’s – should you push the credit card costs to them?
Maximising conversion at the checkout stage – lessons from other retailers
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| 12.55 - 14.15 Lunch & Networking |
Sponsored by: Synapse |
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| 14.15 - 14.40 |
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Keynote: Building true long term customer loyalty – using CRM as well as social media to really understand customers and deliver for them
(Combined Tracks)
Don Peppers, Founding Partner, Peppers and Rogers Group
Presentation in PDF |
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| 15.10 - 15.40 |
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Conference chairs summary and closing and announcement of 2011 venue.
Conference ends – coffee & networking |
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Sponsored by: Digecor |
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| 15.40 - 17.00 |
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Individual 1 to 1 meetings |
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