Loyalty and Subscription Summit
Original Date April 21, 2021
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Executive Focus Report
A recap of the event’s key insights and learnings from top executives.
Our Summit
Loyalty, like many parts of the travel industry, is undergoing a reset out of the pandemic as brands aim to remain relevant and scramble to capture pent-up demand. The past year has seen an incredible amount of experimentation with consumers, re-hauling of points programs, the launch of new subscription models, and rapid shifts in traveler habits; leaving the overall loyalty and subscription space wide open for new innovations.
Skift editors, analysts, and special guests as we participated into discussions with the leaders across travel who are embracing this new reality, creating travel’s new frontier of subscriptions, and defining the new rules of loyalty. We discussed the big questions facing this sector:
- Will subscriptions foster stronger resilience for brands in the travel industry?
- How will loyalty become less transactional and more personalized to the traveler experience?
- How loyal are travelers to an airline and do points still matter?
- What have been the top experiments and successes in revamping loyalty programs that have come out of this pandemic?
- How do subscription models change travelers’ expectations?
- What is the new paradigm for how travel, consumer spending, and loyalty intersect?
Speakers
Event Tech Host
Agenda
Wednesday, April 21st
Welcome
How Loyalty Has Become More Important to Travelers Post-Pandemic
Peggy Fang Roe
Marriott International
Global Officer, Customer Experience, Loyalty & New Ventures
Moderator
Cameron Sperance – Hospitality Reporter
Will Subscriptions Foster Resilience in the Travel Industry?
Brad Soroca
Tripadvisor
VP, Marketing and Business Development, GM DTC
Moderator
Seth Borko – Senior Research Analyst
Reading the Signals: What Engagement Tells us About Loyalty
Geoffrey Ryskamp
Medallia
Global Head of Hospitality, Travel & Leisure
Chris Anderson
Cornell University
Professor
Moderator
Kat Townsend – VP, SkiftX
How Can Loyalty Become Less Transactional and More Personalized?
Frédéric Kahane
Air France KLM
SVP Customer Loyalty and Flying Blue Director
Peter Gerstle
Collinson
Group Head of Travel Products
Moderator
Brian Sumers – Editor-At-Large
Rethinking Traveler Loyalty for a Post-Vaccine World
Jeanne Jones
Amperity
VP, Community and Customer Marketing
Elliott Pesut
Alaska Airlines
Director, Marketing
Moderator
Alison McCarthy – Editor, SkiftX
BREAK
Skift Research: Decoding Travel Loyalty and Subscriptions
What Are the Best Tactics for Implementing Subscription Programs?
Michael Ros
Bidroom
CEO
Amy Konary
The Subscribed Institute
Founder & Chair
Moderator
Sean O’Neill – Senior Travel Tech Editor
The Evolution of Loyalty: Orthodoxies That Covid-19 Broke
Ramya Murali
Deloitte Consulting LLP
Principal
Moderator
Jeremy Kressmann – Research Editor
How Miles and Points Matter as Travel Recovers
Amy Weinberg
Hyatt
SVP of Global Brands, Loyalty & Insights
Rick Elieson
American Airlines
Vice President of Loyalty
Moderator
Cameron Sperance – Hospitality Reporter
Travel’s New Paradigm for Consumer Behavior, Spending, and Programs
Audrey Hendley
American Express
President, Global Travel & Lifestyle Services
Brian Kelly
The Points Guy
Founder and CEO
Moderator
Brian Sumers – Editor-At-Large
Event Ends
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