Taking place over two days, the 2026 Asia Pacific Loyalty Conference is carefully planned to ensure you won’t miss a thing.
Highlights include: World-class presentations on a wide range of industry-specific topics, speed networking, round-table discussion sessions and ample time for delicious food, drinks and more.
Morning tea, lunch and afternoon tea will be served between sessions.
Official Welcome Event
Tuesday, 28 July 2026
3:00pm
Conference Registration Open
Lagoon Gallery, Ground Floor, JW Marriott
5:00pm – 7:00pm
Official Welcome Event
Lagoon Gallery, Ground Floor, JW Marriott
Proudly sponsored by Wink
Exclusive to registered conference delegates only.
Conference Agenda
Wednesday, 29th & Thursday, 30th July
Wednesday, 29th July
Click on items (expand) for more information.
8:00am: Registration Open
Scan your ticket and collect your lanyard, notebook and tote bag from the Level 2 Registration Desk.
8:30am: Exhibition Centre & Coffee Cart Open
Enjoy a complimentary coffee from the TLC Worldwide coffee cart and connect with our exceptional exhibitors, showcasing the latest in loyalty, customer engagement, AI and technology, before the conference gets underway.
9:30am - 10:30: VIP Connections (Invitation Only)
Pre-matched meetings connecting leaders with aligned peers, partners and solution providers.
10:00am: Morning Tea - Exhibition Centre
Enjoy complimentary morning tea catered by JW Marriott as you explore the Exhibition Centre.
11:15am: Conference Welcome
Introductory address.
11:20am: Conference Opening - The Evolving Loyalty Landscape
Speaker
Mandy Gallie
Vice President, Loyalty Asia Pacific
Mastercard
11:30am: The Science of Loyalty: Applying Behavioural Science to Drive Member Engagement
Discover how behavioural science principles influence customer decisions, strengthen emotional connections, and create loyalty programs that deliver lasting engagement and measurable business results.
Speaker
Dan Monheit
Chief CX Thinker
Thinkerbell
12:10pm: The Uncomfortable Truths That Enabled the transformation of Accor Plus
Today’s travellers expect more than discounts and points—they expect brands to know them, recognise them and deliver value that feels personal. Using the evolution of Accor Plus and the launch of ALL Accor+ Explorer as a case study, this session examines how loyalty programmes are adapting to changing consumer expectations and balancing commercial outcomes with more meaningful member relationships.
Speaker
Henrik Berglind
CEO
Accor Plus
12:50pm: Lunch - Exhibition Centre
Enjoy a complimentary lunch catered by JW Marriott as you explore the Exhibition Centre.
1:45pm: With Strong Strategic Intent, Great Loyalty Programs Can Do More Than Reward Customers – They Transform Businesses
Discover how a strategically aligned loyalty program can drive measurable business performance. This session explores the journey from boardroom vision to frontline execution, building the teams, systems and culture required to deliver sustained growth, stronger customer engagement and commercial impact at scale.
Speaker
Padma Palani
General Manager – Marketing and Digital
Schnitz
2:15pm: Creating High-Performing Loyalty Ecosystems through Strategic Partnerships, Aspirational Experiences and Predictive AI
Loyalty leaders are under increasing pressure to deliver measurable commercial outcomes while meeting rising customer expectations. Explore how Luxury Escapes have leveraged strategic partnerships, aspirational experiences and predictive AI to create high-performing loyalty ecosystems that drive growth, enhance customer value and maintain relevance in a crowded market.
Speakers
Kathryn Murphy
Strategic Loyalty Partnerships Manager
Luxury Escapes
Laurent Jaubert
Senior Manager, Loyalty
Luxury Escapes
2:45pm: Challenging Traditional Approaches to Customer Loyalty in the Financial Services Sector
Hear how digital bank Up has redefined what customers expect from their financial institution, building one of Australia’s most loved banks through transparency, innovation and an obsessive focus on customer experience. Discover how putting customers first creates advocacy, engagement and long-term loyalty.
Speaker
Xavier Shay
CEO
UP
3:15pm: Afternoon Tea - Exhibition Centre
Enjoy complimentary afternoon tea catered by JW Marriott as you explore the Exhibition Centre.
3:50pm: Loyalty Under Attack: Protecting Trust Without Adding Friction
Fraudsters are increasingly targeting loyalty programs. Discover emerging threats, the impact on customer trust and practical strategies to reduce fraud without adding friction to the member experience.
Speaker
Mike Rae
Head of Business Development
Accertify
4:20pm: Four stages of the loyalty customer journey - Using AI, Propensity Modelling, Offers and Multi-Channel Engagement to drive engagement
Stage 1 of the Loyalty Customer Journey – Join & Onboarding: Using Propensity Modelling, Offers and Multi-Channel Engagement to Engage New Members.
Stage 2 of the Loyalty Customer Journey – Growth: Using Propensity Modelling, Offers and Multi-Channel Engagement to Drive Member Growth.
Stage 3 of the Loyalty Customer Journey – Retention: Using Propensity Modelling, Offers and Multi-Channel Engagement to Strengthen Member Loyalty.
Stage 4 of the Loyalty Customer Journey – Winback: Using Propensity Modelling, Offers and Multi-Channel Engagement to Re-engage Members.
Speakers
Alice Leather
Senior Manager Customer Engagement Design
MYER
Nicola Burke
Head of Loyalty
Adore Beauty Group
Vegas Poh
CRM & Lifecycle Lead
City Beach
5:10pm: Closing
Closing for day one.
5:15pm: Networking Drinks - Exhibition Centre
Wrap up the day with a complimentary networking drinks hour in the Exhibition Centre.
7:00pm: VIP Dinners (Invitation Only)
Thursday, 30th July
Click on items (expand) for more information.
7:30am: VIP Breakfast (Invitation Only)
8:00am: Exhibition Centre Open
Enjoy a complimentary coffee from the TLC Worldwide coffee cart and connect with our exceptional exhibitors, showcasing the latest in loyalty, customer engagement, AI and technology, before the conference gets underway.
9:30am: Conference Opening
Welcome to day two.
9:35am: From Vision to Value: The Journey to a World-Class Loyalty Ecosystem at Flight Centre
Join Flight Centre as they share their journey of reimagining loyalty to meet evolving customer expectations and deliver measurable business value. Through a candid fireside chat, discover the key decisions, pivots and non-negotiables that shaped their approach. Learn how collaboration between business leaders, frontline teams and technology partners helped bring the vision to life.
Speakers
Clinton Hearne
Executive General Manager – Customer Loyalty
Flight Centre Travel Group
James Kavenagh
CEO
Flight Centre Travel Group
10:15am: Proving the Case for Loyalty as a Product
Nobody wakes up excited to pay for power, top up their phone, or renew their insurance – and yet New Zealand’s 2026 loyalty research shows these “needs-must” categories post the highest customer satisfaction and NPS in the country, outperforming grocery, retail and even airlines. How? Drawing on a career spanning energy, telco and now health insurance, Ria makes the case that loyalty in low-affinity categories isn’t won with points and campaigns – it’s engineered into the product itself.
This session unpacks what changes when loyalty shifts from a marketing function to a product discipline, with real examples of what that looks like in practice.
Speaker
Ria Peters
Product Manager,
Southern Cross Health Insurance
10:40am: Morning Tea - Exhibition Centre
Enjoy complimentary morning tea catered by JW Marriott as you explore the Exhibition Centre.
11:25am: The Economics of Modern Loyalty - The role of subscriptions, partnerships and ecosystem thinking in modern loyalty economics.
As loyalty programs mature, sustainable growth depends on creating a compelling value exchange that delivers measurable benefits for both members and the business. Drawing on insights from Adairs’ new partnership with Qantas, this session explores the economics behind successful subscription-based loyalty models and examines how strategic partnerships can amplify member value while strengthening commercial returns.
Speaker
Dean Enticott
Head – Loyalty & CRM
Adairs
11:55am: The Next Generation of Loyalty: Innovation That Creates Competitive Advantage.
Loyalty is evolving faster than ever, driven by AI, personalisation, partnerships and changing customer expectations. Join a panel of industry leaders as they explore the innovations redefining loyalty programs, the trends shaping the future, and where businesses should invest to create lasting customer value.
Speakers
Stephanie Andrews
Head of Product & Sales
Visa
Marcella Larsen
CEO & Co-Founder
The Woven Group
Joe Lu
CEO
Heymax
12:25pm: The Qantas Loyalty Journey: Driving Growth Beyond Travel
Qantas Loyalty leaders share the growth journey of Qantas Loyalty and the strategies behind its continued success. Discover how the role of recognition has evolved, the key lessons learned along the way, and how innovative recognition creates powerful new opportunities for engagement, loyalty, and sustainable growth for both Qantas and its partners.
Speakers
Oliver Johnson
Head of Partnerships, Retail, Qantas Loyalty
Qantas
Karen Farrar Executive Manager, Retail & Qantas Business Rewards Qantas
12:55pm: Lunch - Exhibition Centre
Enjoy a complimentary lunch catered by JW Marriott as you explore the Exhibition Centre.
1:50pm: From Rewards to Customer Engagement: The Evolution of Telstra Plus
Telstra Plus has evolved from a traditional rewards program into one of Australia’s largest customer engagement platforms, connecting millions of members through experiences, partnerships and personalised value. In a low-frequency, category where loyalty is particularly challenging, Tomas Warden shares how Telstra is leveraging AI, predictive engagement and real-time recognition to create deeper customer relationships and position loyalty as a driver of business growth.
Speaker
Tomas Warden
Group Owner Loyalty – Telstra Plus
Telstra
2:20pm: From Coalition to Control: The Journey to Club+
When the Flybuys New Zealand programme closed in 2024, Foodstuffs didn’t just need to replace their loyalty points offering – they had to rebuild their entire customer engagement strategy from the ground up.
This session tells the story behind Club+, tracing Foodstuffs’ evolution from loyalty coalition participant to launching a unified loyalty ecosystem across three of New Zealand’s biggest grocery retail brands.
Speaker
David Brem
Head of Customer Engagement
Foodstuffs New Zealand
2:50pm: Closing
Closing and prize winner announcements.
3:00pm - 3:30pm: Exhibition Centre Open
Wrap up the day with complimentary afternoon tea in the Exhibition Centre.
Agenda is subject to change.
