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Agenda & Speakers

Customer Loyalty in Travel & Entertainment

Perhaps no industry is undergoing more change in customer loyalty than travel & entertainment. Thanks to increasingly accessible in-home experiences, as well as the contrasting trend for Millennials to value experiences over tangible goods, marketers can feel overwhelmed when looking for what exactly goes into the “perfect experience.”

In this travel & entertainment panel, we bring together executives from top brands in the space and examine their thoughts, ideas, and predictions for topics like customer engagement, loyalty channels, new technology, and the raising expectations from customers across the vertical. 

Consumers are faced with more options for entertainment than ever before, and this panel will be a crucial resource in determining just what may be the X-factor that sets your brand apart from the rest.

Speakers

Julius Lai, Vice President of Guest Engagement, AMC Theatres

Julius Lai is the Vice President of Guest Engagement for AMC Theatres, where his team is responsible for many of the guest-facing aspects of the AMC experience: the AMC Stubs loyalty program, amctheatres.com, the AMC mobile app, as well as AMC’s outbound digital marketing channels.  Prior to joining AMC, Julius spent his career building better customer experiences at different companies across travel and entertainment: increasing player engagement and retention by over 100,000 hours for Call of Duty and Destiny players at Activision, building and scaling the Expedia+ Rewards program worldwide with Expedia, and leading personalized marketing programs driving over $200MM annually for the ~40MM member Marriott Rewards program.  Common threads throughout Julius’ career have been developing and leading teams, savvy use of data and analytics to drive personalization, and a passion for creating awesome guest experiences.

Julius previously served as a Captain in the US Air Force where his last duty station was in the Headquarters Air Force branch of the Pentagon.  He has degrees in Biomedical Engineering and Electrical Engineering from Duke University, where he spent an alarming amount of his college experience sleeping in a tent outside Cameron Indoor Stadium.  Julius failed miserably in his second chance to attend a football school by choosing the Massachusetts Institute of Technology, where he earned an MBA.  He is married with two young daughters who are doomed to inherit his lifelong passion for the Chicago Cubs.

Mo Nasr, Director, Golfer Engagement, GolfNow | Golf Channel

As Director of Golfer Engagement for GolfNow/Golf Channel, Mo Nasr leads strategy and program development for the company, which aim to increase the engagement and loyalty of the golfers using the GolfNow technology to book their tee times.  Mo brought 12 years of loyalty and retention experience to his current position with GolfNow, previously serving in a variety of roles in the wireless industry throughout Africa and the Middle East, and within the aviation industry. 

Graham Bradley, Loyalty Programme & Propositions Manager, Heathrow Airport Limited

Graham plays a leading role in formulating strategies and actions to increase customer loyalty and value at Heathrow, the UK’s Hub Airport, including programme management of Heathrow Rewards, the world’s number one airport loyalty scheme. He is highly experienced in the field of customer experience and marketing, having previously held key positions with organisations excelling in these areas, including UK premium department store group, House of Fraser, and Australian-headquartered shopping mall operator, Westfield.
 

Moderator - Narina Sippy, CMO, Stellar Loyalty

As the Chief Marketing Officer at Stellar Loyalty, Narina Sippy is responsible for marketing and alliances, and works with Stellar Loyalty clients and partners on strategy and program design.  She also serves on the Advisory Board of Loyalty360, the unbiased, objective, and market-driven association for customer loyalty.
 
Narina Sippy has 20+ years of experience in enterprise software CRM, ERP, GRC and analytics, specialising in go-to-market strategy and programs designed to help companies capitalise on fast growth and new market opportunities.  She has served as CMO, SVP and GM at both global and start-up software companies including SAP, Siebel Systems, Causata and Trufa.  Narina’s proven track record includes leading SAP America’s launch in North America leading up to SAP’s NYSE listing and contributing to the company’s 400% growth.  At Siebel Systems, she helped form and run operations for Siebel’s Industry Verticals (including Loyalty), and more recently, she led strategic alliances for customer experience predictive analytics company Causata (sold to NICE).  

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