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Agenda & Speakers

Customer Loyalty in Travel and Entertainment

Perhaps no industries are 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

Eric Bruce, Head of Visitor Experience, Minneapolis Institute of Art

Eric Bruce leads the Minneapolis Institute of Art's (Mia) Visitor Experience initiatives and the museum’s cross-functional “My Mia” project, focused on building brand loyalty through programming, onsite CX design, ticketing & CRM system development, and communications strategy. Eric has worked in the field of Arts and Entertainment for 15 years. He holds a B.A. in Music, an M.A. in Arts and Cultural Management and is a Fellow at the Getty Leadership Institute.
 
Over the last 10 years attendance at Mia has doubled, and Mia’s new “pay-what-you-can” experience-centered membership strategy has increased member conversion (at a museum with free admission) from 3% to 11%, with an average gift of $98 and a member NPS of 89. 

Robin Korman, Head of Marketing and CRM, Global Hotel Alliance

Robin Korman is a marketing leader with a 25-year track record of driving multi-million dollar revenue growth for world-class hotel and credit card brands at Starwood Hotels & Resorts, Wyndham Hotels, Citibank Credit Cards, JPMorgan Chase and GE Capital and currently at Global Hotel Alliance (GHA).
 
Robin has expertise in building loyalty through brand positioning, modeling and CRM, increasing customer profitability, creating unique benefits derived from consumer insights and market gaps, building experiential luxury lifestyle brands and growing ancillary revenue streams through partnerships and sponsorships.
 
As the Global Head of Marketing and CRM for GHA, Robin leads DISCOVERY, a loyalty program that rewards members with their choice of 2,300 Local Experiences delivered at 35 brands comprising 500 upscale and luxury hotels in 78 countries.

Agenda Overview

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