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Agenda & Speakers

Air Canada Takes Flight Again | Brand Case Study with Air Canada

Tuesday, October 27, 2020 - 4:00 PM - 4:45 PM
Newer planes, better ticket value, and improved customer touchpoints have made flying a much better experience than ever before. Airlines such as Air Canada are working harder to improve on their success, especially with the hit taken in consumer travel with the recent pandemic.

Business transformation has become a larger focus for Canada’s larger domestic carrier in 2020. The brand already had plans to relaunch its Aeroplan program by the end of the year – a loyalty strategy central to the airline’s overall customer loyalty and engagement efforts. Coupled with new guidelines due to COVID-19, the Air Canada team has been hard at work welcome customers back to the skies safely. 

During this session, Air Canada's Elizabeth Quinton will share her insight on the importance of listening to customers when making program updates, keeping up with customer expectations, and the brand’s overall business transformation with a focus on superior customer experiences.  

Key Takeaways:
  • - How Air Canada’s business pillars have remained in focus while driving company culture and during transition
  • - Brand transformation and proactive customer engagement management during COVID-19
  • - Exceeding expectations and easing concerns as members return to travel
RSVP For This Session (Conference Registration Required)

Speakers

Elizabeth Quinton, Managing Director, Air Canada

As Managing Director of CRM, Customer Analytics and Digital Optimization at Air Canada, Beth Quinton and her team apply a data-driven approach and insight to acquiring and engaging Air Canada’s customers through their marketing communications and offers across their customer and Aeroplan member journeys.

Prior to this, Beth led the integration of Aeroplan integration into Air Canada. Beth brought with her over 10 years of Aeroplan experience in strategy & planning, loyalty product & program development and competitive intelligence. Before becoming the Air Canada/Aeroplan Integration Lead, Beth was the Senior Vice President of Program Strategy & Product at Aimia (Aeroplan’s parent company).  

Beth’s structured approach is informed by her five years as a management consultant with Stroud International, based in London UK and early engineering roles; Beth connects the dots between ideas and people.

Beth holds a Bachelor of Applied Science & Electrical Engineering from Queens University in Kingston, as well as an International MBA from Rotterdam School of Management, Erasmus University in the Netherlands.
 

Agenda Overview

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