Programme
The Loyalty Surgery 2019 Programme
Day 1 October 16th – Emotional engagement
08:30 | Registration opens (refreshments available)
09.30 | Welcome address || Annich McIntosh | Editor, Loyalty Magazine
09.45 | Keynote || Setting the agenda for the Loyalty Surgery – Loyalty in Transition | The paradigm shift: from transactional to emotional loyalty|New agendas, new loyalty frontiers, new challenges, new opportunities. What is technology making possible?
Ties Top, CEO, m—wise
Questions and discussion
10.30 | Case study || Why Virgin is trying to be more loyal – Michael Buffham-Wade, Director of Experience, Virgin Group
11.00 Refreshment break
11.30 | Is it still about the data? || Pavel Los, head of Loyalty for Shell Worldwide
12.30 Lunch
13.30 | Industry experts discuss the problems they are being asked to fix – Listen to 10 minute TED-style talks from experts in Loyalty | Join Brierley+Partners Europe, Cheetah Digital, Motif, m-wise, The Entertainer Business and The Loyalty Company presenting their company propositions
14.30 | Round-table workshops || Take part in two workshops – choose from the TED speakers || Reports from the Workship leaders in soundbytes
15.40 Refreshment break
16.00 | Segment of One – Building relationships with Millennials in a Digital & Data World || Brian Almeida
16.30 | Drilling down to the big subjects – including eco-loyalty, sustainability, health and wellness and focussing on what matters to the customer – and what they want | Crispin Rogers, CEO, For Good Causes
16.50 | Direct.com or compare.com – which is winning and why? with Iain Pringle, former head of strategy for Avios and Partner, New World Loyalty
17.20 | Close of Day One of the Loyalty Surgery
Join us to unwind with drinks in the refreshment area
Ready to find out more?
Drop us a line today to book your places Click Here
The Loyalty Surgery Day 2, October 17th – Solutions to solve the problems
08:30 | Registration opens (refreshments available)
09.30 | Welcome address || Annich McIntosh | Editor, Loyalty Magazine
09.40 | Keynote:|| Using the technology tools that are available to do great things in Loyalty – Artificial Intelligence (AI) Machine Learning (ML) Robotics, Algorithms, Blockchain, Big Data – Greg Land, Global Industry Leader – Aviation, Hospitality & Travel Related Services, IBM Travel & Transportation Global Team
10.10 | CASE STUDY – AS Roma’s Unico Grande Amore programme, which won THREE Loyalty Magazine Awards in 2019. Laura Cagnacci of digital loyalty company Advice Group will be explaining how this innovative customer engagement project has completely disrupted the sport industry – by engaging with not just one fan, but with the whole family.
10.50 | Refreshment break
11.10 | Banks from Mars & Retailers from Venus? Will new Open Banking rules bring financial services firms and merchants together, and if so how? Mark Beresford, director at Edgar, Dunn & Company
11.40 | Panel – Payments & Loyalty – Why has Loyalty moved up the agenda again for Financial Services firms? Why are new Open Banking rules an opportunity for all businesses to connect with the customer? David Parker in discussion with Alan Walsh (Bud), Mark O’Keefe (Optima) and Michael Padmanathan
12.30 | Lunch
13.40 | Saving the High Street: Does technology provide the answers? Panellists include Animesh Ghosh, CEO, Kornchain, Chris Ford, Hawk Incentives, Don Smith, Brierley + Partners – with participation from the audience including challenges, questions and points of view
14.40 Case Study || Rob Chandler, head of Loyalty, Customer Team for Sky – Why the SKY VIP programme won Best New Loyalty Launch of 2018 and what has happened since?
15.20 Refreshment break
15.40| Mobile : Social – How much further to go before we have a seamless interaction with the customer? Mark Palmer, Maverick Planet
16.20 | Judges Panel – Overview of Winners 2019 & tips for future entrants
16.40 Fraud & Loyalty – How big is the problem of the Dark Web? Michael Smith, Co-Founder, Loyalty Fraud Prevention Association
17.20 Conference summing-up – Crispin Rogers
Sponsor The Loyalty Surgery – Get in touch with us
Would you like to speak? Contact Annich McIntosh amcintosh@cm-media.net
“I may not have gone where I intended to go, but I think I’ve ended up where I needed to be” – Douglas Adams
Ready to find out more?
Drop us a line today to book your places Click Here
