A look inside the evolving design considerations behind Air Canada's Earn your Wings program. Hear about how the first iteration came about and how the airline is evolving gamification based on its learnings.
Director of Loyalty, Air Canada
As the Director of Loyalty Marketing at Air Canada, Ian is responsible for loyalty strategy, relationship marketing and customer recognition for the airline’s frequent flyers. Leveraging the airline's loyalty and recognition programs and related data assets, Ian and his team aim to achieve profitable customer behavior shifts by enhancing the quality and relevance of customer interactions through a variety of integrated and impactful customer engagement strategies, including the award-winning Earn Your Wings gamification-based loyalty program. Ian holds an MBA from Queen’s University and a PhD in Marketing (CRM) from Cranfield University in the UK. He speaks frequently at loyalty, analytics and customer engagement events across North America and Europe.