AGENDA

08:00am Registration & networking over coffee / tea

09:00am Welcome address by Rezwana Manjur, editor, Advertising+Marketing magazine

09:10am

Overview: Customer loyalty: Current insights, challenges and emerging trends - Are customers getting real value from brands through their loyalty programs? - Methodologies to enhance customer engagement for loyalty / rewards programs. - How brand perception affects customer engagement and how to leverage brand attributes to

improve loyalty? - Earning versus burning points – what is the point in earning a currency that you cannot spend?

Speaker: Abad Ali Ashraf, research director, loyalty, Ipsos Malaysia

09:50am

Industry insights: Data: The key to customer loyalty - Integrating existing CRM programs with a strategic loyalty solution to build relevant, rewarding and

long-term one-to-one relationships. - How do you personalise rewards to maximise the effectiveness of your loyalty program? - How has mobile impacted the way loyalty programs being rolled out?

Speaker: Parijat Priyadarshini, director, loyalty business consulting, AIMIA

10:30am Networking & refreshment break

11:00am

Case study: Driven to collaborate: Why coalition loyalty works? - The significance of customer insight in building an initial foundation on which to build a program. - How to match customer expectations heightened by key brands across all verticals? - Everything you need to know before signing a contract with a 3rd party coalition loyalty program.

Speaker: Victor Kaw, chief commercial officer, AirAsia BIG Loyalty

11:40am

Panel discussion: Empower your loyalty program: Turning customers into advocates - Where do you see your loyalty program efforts going from here? - What is your take on ‘buy versus build’ when it comes to implementing your loyalty system? - How to retain customers in the environment of new competition and continuously growing

customer expectations? Moderator:

• Janice Tan, journalist, Advertising+Marketing magazine Panelists:

• Abad Ali Ashraf, research director, loyalty, Ipsos Malaysia • Kevin Kan, managing director, Asia – global loyalty solutions, AIMIA • Victor Kaw, chief commercial officer, AirAsia BIG Loyalty

12:10pm Closing address by Rezwana Manjur, editor, Advertising+Marketing magazine

THOUGHT LEADERS

Kevin Kan, managing director, Asia – global loyalty solutions, AIMIA Kevin Kan is the Managing Director, Asia in AIMIA. He is responsible for over 200 employees to deliver solutions and services clients in the Asia region, in order to achieve AIMIA’s global goal of being the leader in data-driven marketing and loyalty analytics. Prior to this, Kevin was the Director, New Product Development, Japan Asia Pacific and Australasia in American Express where he managed the strategic and business development, launch, marketing, distribution, channel management and servicing of prepaid products. Before joining American Express, Kevin was with Hewlett-Packard (HP) for 7 years where his last position was the Singapore General Manager for HP Enterprise Services and received an HP Services High Flyer award in 2004. He also held various consulting and general management positions with IBM, PwC Consulting, KPMG Consulting and Solution 6. Kevin is a chartered accountant, a member of CPA Australia and International Coach Federation, and earned his MBA the University of Chicago, Booth School of Business, Chicago, USA. In February 2017, he was given CHRO Asia’s “100 Best Global Coaching Leaders” award in Mumbai, India.

Parijat Priyadarshini, director, loyalty business consulting, AIMIA As Head of Loyalty Business Consulting in AIMIA, Parijat Priyadarshini brings in a combination of experience across strategy consulting, analytics and market research. Pari initiated the delivery of consulting projects in the Singapore office across multiple industries and countries, leading cross geography teams for end-to-end project implementation. Her specific expertise is on loyalty strategy across industries (retail, fuel, telco, banking, insurance, airport, CPG, pharma) and program impact generation.

Victor Kaw, chief commercial officer, AirAsia BIG Loyalty Victor Kaw is a veteran in the banking industry with more than 20 years of experience in retail banking, spanning across mortgages, credit cards, retail and cards business with P&L responsibilities across both foreign and local markets. He was also in the Pay TV industry where he managed subscribers and churn management, loyalty, customer experience and service management, and other marketing activities. Victor has currently moved on to the airline industry as the chief commercial officer for AirAsia BIG Loyalty. He tows the revenue line across airline, travel retail, financial services and lifestyle products across all geographical territories where the AirAsia network covers. Victor holds an MBA in Marketing Management from the University of Mississippi, Oxford, Mississippi, U.S.A.

Abad Ali Ashraf, research director, loyalty, Ipsos Malaysia Abad Ali Ashraf has an MBA in marketing and more than 15 years of market research experience across diverse cultures, geographies and research solutions. He has a keen eye for innovations in research and how they can bring insights to a new level for clients. Abad understands the importance of context for any research and look for new perspectives in research. Hence, he often explores client issues beyond the stated research objectives. His research specialisation includes mystery shopping, customer satisfaction, employee satisfaction, market sizing, brand equity, loyalty and retention strategy.