Passport to CX: Engaging Customers 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

Danny Cox, Director of Customer Support and Insights, JetBlue

Danny Cox received a BS in Accounting from Southern Utah University. Prior to working at JetBlue, he served as CFO/Controller for a very small fractional ownership aviation firm in north Texas. There he both experienced the challenges of and discovered his passion for financing and maintaining a profitable aviation company. In 2005, he joined JetBlue as an Analyst in Financial Planning & Analysis in Darien, CT. He worked in FP&A for 5 years with increasing levels of responsibility. In 2010, he made a change and became Director of Revenue Analysis. After that, he made a short stop in IT and then became Director of Customer Support and Insights, with oversight of Customer Insights and the contact center’s TrueBlue (JetBlue Loyalty program) and Customer Commitment teams. Where he loves being at the intersection of micro and marco customer feedback and insights and loyalty measurements.

Briea Berry, Director of Loyalty Programs – Hotel, Carlson Wagonlit Travel

Briea Berry joined CWT in February 2016 as Director, Loyalty Programs steering CWT’s industry-leading efforts to change the way supplier loyalty incentives are utilized within corporate business travel. CWT is the first travel management company (TMC) to bring valued supplier loyalty bonus offers to its channels to encourage coprorate travel policy compliance while providing a added benefits to travelers.
 
Briea came to CWT after 11 years with Hilton HHonors. She started with Hilton in 2004 in International Marketing, supporting loyalty marketing efforts in the Middle East, Asia Pacific and Latin America. In 2006, she helped establish Hilton’s first ever B2B marketing team geared at leveraging loyalty incentives to drive additional revenue and increase share of wallet from Hilton’s 300+ global corporate accounts and its strategic partnership with American Express. In 2009, Briea moved into Strategic Partnerships, primarily overseeing major airline partnerships and Hilton’s largest global sponsorship with the United States Olympic Committee, leading activation and hospitality execution over three Olympic Games. Most recently, Briea directed non-airline strategic partnerships including car rental, cruises, dining, merchandise and experiential partners and the HHonors point purchase, gift and transfer program. Briea also founded Hilton’s first Auction platform, allowing HHonors members to bid and redeem their points for exclusive experiences.
 
Briea holds a Bachelor of Science in Journalism, with emphasis in Integrated Marketing Communications and a Bachelor of Arts in Psychology from Kansas University in Lawrence, KS. 

Steven Neely, Chief Marketing Officer, Casino Del Sol

Steve Neely is the Chief Marketing Officer at Casino Del Sol in Tucson, Arizona.  Steve has held a senior level casino positions at a number of casino and resort properties around the country including Rivers Casino in Chicago, Pechanga Resort and Casino in Southern California, Sandia Casino and Isleta Casino in Albuquerque, New Mexico.  He was the Corporate Director of Marketing for Cherokee Nation Enterprises, and oversaw the marketing activities of their seven properties in Eastern Oklahoma.  Having overseen multiple entertainment venues, of differing sizes, Steve provides strong insight into the strategic opportunities designed to drive gaming revenue. Steve also earned his MBA from Arizona State University in Tempe, Arizona. 

Panel 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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