This session originally took place at the Chicago Excellence in Customer Engagement Summit on September 17, 2024.
How do you know when your loyalty program is ready for a refresh? WestJet recently had to ask themselves this question as they took a step back and decided to embark on a transformation. In this session, Byron Kelly, Director of Loyalty, walked through the signals the team evaluated and the types of conversations they had to feel confident in the path forward.
This session covers:
- An overview of WestJet's strategic priorities and how their loyalty efforts factor in.
- A look at the evolution of WestJet's loyalty program over the past several years.
- The opportunity areas identified as part of the decision to give their program a refresh.
Speaker:
Byron Kelly Director of Loyalty, WestJet
