Day 1

Session 1 Presentations and Panel

Realign Your CRM Strategy in Times of Economic Slowdown

• How to address downfalls with CRM initiatives?
• How should your CRM strategy reflect the airlines crisis? Customers are reluctant to spend money on long distance flights, should you focus rather on regional markets?
• How can you reduce the cost of implementing and operating the loyalty program?
• Value creates loyalty even in times of crisis. In the face of an impending recession, what tools do hotels have to retain customers and boost conversion rates?
• Given the economic slowdown, how far can you go with increasing fares?

• Vicky Stennes, VP- Inflight Experience, JetBlue Airways
• Kristen Manion, Director of Direct Marketing and CRM, Delta Airlines
• Brian Goehring, Associate Partner of IBM Global Services, IBM

Session 2 Presentations and Panel

How to Use Your Website as a Retention Tool?

• Marketing budgets are being reduced so how do you drive free traffic to your website? Learn how to optimize your website so it reaches the right customers
• Find out how to synchronize your website with your CRM strategies and capabilities
• See how to present a different website experience to different customer segments
• Web 2.0 as a CRM tool: understand why user wants to share their travel experiences and create a website tailored to their needs
• Is measuring frequency in website visits a good way to measure loyalty?

• Natasa Christodoulidou, Assistant Professor of Marketing, California State University - Dominguez Hills
• Dan Miller, Director of Newsletters, Cheapflights
• Max Starkov, Chief eBusiness Strategist, Hospitality eBusiness Strategies

Session 3 Presentations and Panel

How to use data-driven CRM strategies to drive transactions and loyalty

• Get tips on using customer data to deliver a personalized service to your loyal customers
• What factors should you look for in identifying your most valuable customers?
• See how to present a different website experience to different customer segments
• How can you use CRM data to leverage marketing strategies?
• What tools do you need to analyze and segment your customers data effectively?

• Paul Briggs, Director of Customer Loyalty and Marketing, Travelocity
• Michelle Bozoki, Director of Marketing Communications, Marriott and Renaissance Caribbean and Mexico Resorts

Session 4 Presentations and Panel

CRM Technology for Travel:Analyze Your Technical Needs and Manage Your Data Effectively

• Is CRM fundamentally a business philosophy or technology system? Does your CRM system over-rely on technology?
• What are the challenges and limitations of implementing new CRM technology? Hear how to avoid the misguided technological investments
• The right use data and communication technology is keeping customers loyal. What technology do you use to collect, manage, segment and integrate your customer information?
• What are the key performance indicators for CRM? What technology and analytic tools are available for you to measure the success of your CRM strategy?
• 2.0 as a social marketing tool: How to engage this technology to grow your business?

• Sandeep Govil, Director of Revenue Management and Science Analytics, Wyndham Hotel Group
• Sumeet Bahl, Director, Sales Technology, American Airlines
• Gregory Hopkins, Co-founder & CEO, Libra OnDemand

Day 2

Session 1 Presentations and Panel

Loyalty Trends 2009: Customer Loyalty in A Disloyal World

• What are the key CRM predictions that will lead to new opportunities? Where do we go from here? Hear about best practises in other industries that could be practised in travel
• What are new upcoming trends that loyalty marketers should be watching for? How is CRM maturing? Hear about innovative ideas that will energize your CRM strategy
• Find out about emerging channels for loyalty marketers. How to create loyalty via mobile marketing?
• Hear the balanced overview of social marketing. Does 2.0 really work as a CRM tool? How can you successfully engage it in your CRM initiatives?
• What content (service vs marketing) will be relevant in the e-mail channel in the future from a CRM perspective?

• Lincoln Barrett, VP of Marketing & CRM, Intercontinental Hotels Group
• Alison Cripps, Consultant, Loyaltyone Consulting Contributing Editor, Colloquy
• Bill Hayden, Associate Vice President, Marketing Planning & Strategy, Royal Caribbean International

Session 2 Presentations and Panel

Discover How to Improve Customer Experiences with Customised Communications

• How do you develop true one-to-one relationships and customer experiences across a varied customer base?
• Prioritize what you want to deliver and to whom and understand why being consistent is vital to improving customer experience
• How much can you personalise customer experience without infringing on the customer´s personal privacy?
• Do you allow guests to customise their experiences with you brand? Is the voice of the customer reflected? Hear the best tips on how to increase loyalty by building emotional connection with your customers
• Do you provide members of your loyalty scheme with a unique alternative for redemption?
• Understand how to target the right customers with the ancillary products to boost renue
• How do you measure customer experience? What criteria do you have to measure the success of your initiatives?

• Ken Bott, Director of Consumer Marketing and CRM, Intercontinental Hotels Group
• Kulin Strimbu, President, TripTelevision
• Roxanne Ong, Director Brand Marketing and CRM, Luxury Brands Group, Starwood Hotels and Resorts
• Beatrice Robbins, Coporate Director of CRM, Morgans Group Hotel

Session 3 Presentations and Panel

Ready, Set, Go: Learn What Your Customers Really Think and Put it to Work for You

• Learn how to tap into user generated content and other social media to put your finger on the pulse of customer thoughts
• You´ve heard what they´re saying…. Now hear how to take the next step and join the conversation
• Gather your weapons: tools and technologies to enable you to create a whole legion of raving fans

• Nathan Clapton, Senior Director of Brand Distribution, TripAdvisor

Session 4 Presentations and Panel

Choreographing Your Guest Communication

It´s no secret that today´s guests are more demanding and selective than ever. Not only does yesterday´s approach of random emails no longer work, it can be enough to turn off your guests for good. With today´s economic climate showing no signs of improvement, it is critical that organizations leverage “intelligent,” triggered communications approaches to engage, motivate and sustain guest interaction in all market environments. To this end, organizations are turning increasingly to solutions that deliver automated, highly-customized marketing campaigns that respond to guests in a way that positively impacts the bottom line.

• The impact of “versioning”: how automated, customized messaging can eliminate mass marketing and immediately and significantly boost marketing ROI
• How marketers can “choreograph” the dance of guest communication in an efficient and effective way
• The significant role that timing, sequence, frequency, and pacing play
• Key “triggers” that organizations can leverage to their benefit
• Case study examples focused on how companies can employ programs like these with eye-opening results

• Janet Baratz, Account Director, ClickSquared
• GrupoPosadas: speaeker to be announced shortly
• SuperClubs: speaker to be announced shortly