Loyalty Forum 2020


25 November - 11 December 2020

Virtual IBS Loyalty Forum 2020

The world has changed! A common observation with very specific consequences to all of us. Travel is one of the hardest hit industries and for many the outlook remains gloomy for the immediate future.

And while airlines in many regions were grounded and still operate at abysmal levels, customer loyalty has proven its value. Continued customer engagement and revenue flows have helped many airlines in this crisis. On the long and winding road to recovery, customer loyalty will become an increasingly important factor. Defining new forms of customer engagement, identifying alternative revenue flows and delivering innovative propositions for new market segments will determine the winners of this global challenge. The parameters of success are flexibility, speed to market and operational efficiency. The pace of digital transformation will accelerate and investment into modern technologies will be drivers for a successful emergence.

In this journey, IBS has taken a pro-active role to support our customers. Understanding the needs of the customer loyalty community, we have invested significant time and efforts to make the IBS Loyalty platform ready for the next decade.

In the Virtual IBS Loyalty Forum 2020 we will present the latest developments of the iFly Loyalty platform, focus on the highlights of the technical revolution and elaborate the future roadmap of the platform.

The event will be span over two weeks, focusing on product news as well as closed user group discussions about the future of the platform.

Join the Virtual IBS Loyalty Forum, starting on 25 NOV 2020

Who should attend?

  • Those that are interested in the innovation of customer loyalty.
  • Those that actively work with or use the iFly Loyalty platform.
  • Those that shape the future of customer loyalty.
  • Those that consider letting go of their system legacy.
  • Those that seek inspiration in the field of customer loyalty.

What will you learn?

  • How IBS invests their knowledge and funding into building the loyalty platform of the future.
  • How technology can improve your business now and in the future.
  • How IBS partners with customers to drive innovation.

Who will you meet?

  • Peers from the industry
  • From different cultures
  • With different viewpoints
  • And the same passion for customer loyalty


11 December 2020
Time Session
11:30 - 11:40 EST
16:30 - 16:40 GMT

Welcome Address & Introductions

Marcus Puffer - VP & Head of Loyalty Management Solutions, IBS Software
Binay R Warrier - Director, Global Loyalty Practice, IBS Software

11:40 - 12:15 EST
16:40 - 17:15 GMT

State-of-the-SMART: iFly Loyalty 5.0

COVID-19 and its resultant disruptions have irreversibly altered how customers and partners engage with brands. Performance, Personalisation and Privacy will increasingly become the drivers leading programs from crisis to business recovery. A state-of-the-smart platform with leading-edge features will play a key role in driving recovery and beyond.

Listen to our experts unwrap the innovative features on our latest cloud-native, microservices-based product version - iFly Loyalty 5.0.

Marcus Puffer - VP & Head of Loyalty Management Solutions, IBS Software
Mithun Mohan - Principal Consultant, Loyalty Management Solutions, IBS Software
Ramesh R Warrier - Principal Architect, Loyalty Management Solutions, IBS Software

12:15 - 12:25 EST
17:15 - 17:25 GMT

Customer Speak – Air Canada

Listen to the Aeroplan transformation journey and how our technology partnership helped them.

Randy Langlois - Senior Manager- Loyalty Program Delivery and Experience, Air Canada

12:25 - 12:45 EST
17:25 - 17:45 GMT

Navigating the Next-Gen Tech Wave

Our Technology futurists would lead you through the new trends, emerging tech, tools and business practices that are enabling digitalization in customer engagement.

Anil Abraham - Head of Architecture, Travel & Hospitality Solutions, IBS Software

12:45 - 13:00 EST
17:45 - 18:00 GMT

Weathering the Storm of the Pandemic

Listen to an industry leader perspective on how a strong business-technology partnership can help manage and master the crisis.

Mary Criniti - Chief Technology Officer, Qantas Loyalty – Qantas Airways Ltd. (Chairwoman, IBS Loyalty Forum)

Event Registration