Mr. Ron Mathison, General Manager and Director
Cathay Pacific Loyalty Programmes Ltd

Case Study: CRM - The Human Factor
Cathay Pacific Loyalty Programmes Ltd, a wholly owned subsidiary of Cathay Pacific Airways Ltd charged with managing the airline's Loyalty Programmes - The Marco Polo Club and Asia Miles - as well as the airline's Loyalty Marketing strategy. Ron will share with you on how they treat CRM as the human factor.

Mr. John Mims, VP of Sales & Marketing in Asia Pacific, Starwood Hotels & Resorts Worldwide, INC.

Case Study: What Drives A Successful Loyalty Marketing Program?
Starwood is one of the world's largest hotel and leisure companies. The Company's loyalty program, Starwood Preferred Guest® ("SPG"), was awarded the 1999 Hotel Program of the year by consumers via the prestigious Freddie Awards. SPG, despite being the newest hotel loyalty program in the industry, also received awards for Best Customer Service, Best Web Site, Best Elite-Level Program and Best Award Redemption. John will share with you on how to continue to grow the Company's frequent guest program, thereby increasing occupancy rates while providing the Company's customers with benefits based upon loyalty to the Company's hotels.

Mr. Jason Chu, Chairman, Hong Kong Customer Service Consortium

Press Release: Results of eSurvey on Customer Satisfaction and Loyalty Research for Online Travel