Loyalty Summit London 2022 - Loyalty Summit CXM

Schedule

07:30 | Registration, breakfast, and networking

08:30 | Welcome remarks and presentations by our sponsors

David Feldman, Loyalty Summit Chair

09:00 | Intro 2022 Loyalty Summit – Loyalty State of Play

Where does the loyalty industry stand today and what direction are programs heading now?

Moderated by David Feldman, Loyalty Summit Chair

Brian Sumers, Editor-at-Large, Skift
Iain Pringle, Loyalty and Partnership Expert; Former Head of Strategy, Avios

9:15 | Engaging the Next Generation of Elite Loyalty Members

The “Great Reset” means that programs need to nurture an entirely new generation of elite loyalty members. How do we identify, attract, and cater to our emerging new elite base?

Moderated by Nik Laming, Director, Urban Leopard Ventures

Mark Ross Smith, CEO & Co-Founder, Status Match
Denis Hure, CEO, Reward the World
Rob Burgess, Editor, Head for Points

10:00 | Fireside Chat – Ubiquity of Loyalty Points

Moderated by Iain Pringle, Loyalty and Partnership Expert; Former Head of Strategy, Avios

Len Covello, CTO, Engage People

10:20 | Coffee & Tea break

10:50 | Shifting Gears – Pivoting Strategy to Adapt to the New Realities of Business Travel

Travel loyalty programs are having to adapt to a new customer base as business recovery merges with pent-up leisure demand and “old” travelers haven’t simply returned to their 2019 routines.

Moderated by Harald Deprosse, Partner – Envolved & Former Managing Director, Miles & More

Christopher Siegloch, Senior Director Loyalty Program Development & Service, Miles & More GmbH
Ben Lipsey, SVP Customer Loyalty, Head of Flying Blue, Air France-KLM
James Curry, Vice President, Product and Member Engagement, Emirates Skywards
Heather Laverne, Vice President, Loyalty & Enterprise Marketing for Europe, Middle East & Africa, Hilton

11:40 | Fireside Chat – Do Content Partnership Programs Really Drive Engagement and Loyalty?

Moderated by Iain Pringle, Loyalty and Partnership Expert; Former Head of Strategy, Avios

Peter Collins, Commercial Partnerships Director for EMEA, Dow Jones International

12:00 | Lunch and networking

13:30 | Commercial Realities – Strategies to Turn the CFO into a Loyalty Champion

With the profitability of travel loyalty programs front and center – how can programs forge a closer relationship with finance and revenue-management? How can programs work with the CFO to drive commercial goals rather than being seen as a marketing cost?

Moderated by Peter Greenberg, Travel Editor, CBS News, Owner and CEO of Peter Greenberg Worldwide

Stuart Melim, Chief Financial Officer, Loyalty Data Co
Kristin Møllerplass, Business Developer Loyalty Program, OBOS
Brede Huser, Chief Financial Officer, Flyr
Iain Webster, Loyalty Consultant, Collinson

14:10 | Fireside Chat – How to turn Language into a Valuable Asset in your Loyalty Toolkit

Moderated by Nik Laming, Director, Urban Leopard Ventures

Eveline van Sandick, CEO & Founder, Attached – language intelligence

14:30 | Fireside Chat – A Value-Led Approach to Loyalty

Moderated by David Feldman, Loyalty Summit Chair

Brad MacDonald, VP of Loyalty Strategy, Epsilon

14:50 | Afternoon Tea break

15:15 | EXECUTIVE INTERVIEW: Customers, Changes & Challenges Post-Crisis

With crisis comes opportunity! How are leading program executives thinking through the new opportunities and challenges that programs need to manage with travel bouncing back?

Moderated by Brian Sumers, Editor-at-Large, Skift

Ben Lipsey, SVP Customer Loyalty, Head of Flying Blue, Air France-KLM

16:15 | Smart Data – Partnerships, Privacy, & Priorities

Partners can bring new capabilities to programs and open up accrual and redemptions opportunities for members. How can programs maximise the value of partnerships to improve programs while also balancing consumer and regulatory concerns around data privacy?

Moderated by Bob Behrens, Former VP of Loyalty, Marriott

Christophe Etchegaray, VP Loyalty Partnerships, Accor
Piotr Kozlowski, Vice President Consulting, Loyalty Solutions, Comarch
Len Covello, CTO, Engage People
Teresa Comparato, Group Manager CRM Strategy & Relationship, Euroconsumers
David Canty, Head of Loyalty, Bilt Technologies