Loyalty Summit Europe 2018

07:45 | Registration and breakfast

08:45 | Welcome remarks and presentation

Henry Harteveldt, Loyalty Summit Chair, Travel Industry Analyst and Advisor, and founder of Atmosphere Research Group

09:15 | Panel: Women in Loyalty

Moderated by Mignon Buckingham, Corporate Strategy & Development Officer, Collinson

• Isabelle Birem, SVP Loyalty, Le Club Accor.
• Teresa Comparato, Senior Director and Head of Loyalty, Radisson Hotel Group.
• Johanna Jakala, CMO and VP Brand, Marketing and Customer Loyalty, Finnair.

10:15 | Fireside chat

Emma Kisby, Commercial Director, Virgin Red

10:35 | Coffee & Tea break

11:00 | Panel: Airline Loyalty: Is It All A Game?

Moderated by Andreas Koch

• Gerald Schlögl, Director, Miles & More Program, Lufthansa Group.
• Frederic Kahane, VP Customer Loyalty, KLM-Air France.
• Helena Holmström, Head of Program Management and Development, SAS Scandinavian Airlines.
• Kristin Møllerplass, Head of Loyalty and Engagement, Norwegian.

11:50 | Fireside chat

Len Covello, Chief Technology Officer, Engage People Inc.

12:10 | Lunch and networking

13:10 | Panel: Points, Perks, or Personalization: What Wins Hotel Loyalty’s Future?

Moderated by Henry Harteveldt, Travel Industry Analyst and Advisor, and founder of Atmosphere Research Group

• Alvin Argus, Vice President Loyalty & Partners, Scandic.
• Teresa Comparato, Senior Director and Head of Loyalty, Carlson Rezidor Hotel Group.
• Andrew Watson, Vice President Loyalty, Digital and Partnerships – Europe, Marriott International

14:00 | Fireside chat

AIMIA

14:20 | Change What Matters: A discussion of changes that impact customer engagement and loyalty

Bill Hanifin, CEO, Wise Marketer Group We all know that change is constant. The Wise Marketer believes that the multitude of markers driving change today and going forward need to be better understood and prioritized by marketers and C-suite executives.

• New, or rejuvenated, customer engagement models are providing customers with more choice, transparency, and exclusivity.
• Tech innovations are fuelling this pace by enabling broader and deeper access to customer-specific data in real-time or near-time.
• Artificial intelligence (AI) and machine learning, combined with the elasticity of the cloud, is enabling better decisions for purposeful customer engagements

We also believe loyalty and customer engagement has long been the path to sustainable and profitable relationships with your customers. Yet we still see some brands needing help with understanding how, and even why, their greatest gains will come from being customer-driven as they adjust for the changes that matter. In this session, we will provide some initial observations to then host an open forum discussion on the markers of change that are important and what, if anything, should brands be doing to leverage them to ensure strong customer engagement and loyalty.

15:20 | Coffee & Tea break

Indulge in chocolate tasting, courtesy of Hotel Chocolat.

15:45 | Panel: Buzzwords, Leaps, and a Glimpse into the Future of Customer Engagement

Moderated by Frederik Cyrus Roeder

• Frederik Cyrus Roeder, Managing Director, Consumer Choice Center – How ID verification with Estonia’s global eID can make fake mileage accounts history and easily allow companies to issue global credit cards instead of per market. How blockchain can help.
• Maria Semykoz, Workplace Analytics Architect, Gallup – The latest trends of behavioral economics and consumer engagement.
• Thorsten Spickenreuther, McKinsey – Mobile tracking of consumer behavior.
• Kaspar Tiri, Co-Founder and COO, Wolf3D – How personalization, avatars, and gamification can and will drive customer engagement in the future.
• Mikołaj Barczentewicz, Lecturer in law University of Surrey, PhD candidate Oxford – On AI and Ethics in Loyalty.

16:45 | Closing remarks

Henry Harteveldt, Loyalty Summit Chair, Travel Industry Analyst and Advisor, and founder of Atmosphere Research Group

18:00 | Transportation to the Frequent Traveler Awards Ceremony

After the summit, attendees will be transported to the RAF Museum where the Frequent Travelers Awards program and dinner will take place right under the Lancaster Bomber! All attendees of the Summit will be granted access to the Awards event which is otherwise invite only.