Brian Fernandez

Head, Customer Engagement
Malaysia Airlines

Brian joined Malaysia Airlines in October 2016 as Head, Customer Engagement. In his capacity, he oversees Enrich (Malaysia Airline’s passenger loyalty program) and Customer Experience Assurance (customer care) and is responsible for leading the teams to be more customer centric and inhance the passenger experience with Malaysia Airlines. He will also look to build affinity and engagement with customers through deep personalisation.

Brian has over 12 years’ experience in partnership marketing & customer loyalty. He served as Head of Loyalty in AirAsia for 4 years and prior to that, spent almost 6 years in arguably 2 of Malaysia’s most successful coalition loyalty programs.

Prior to joining Malaysia Airlines, he served as Sales Director (Malaysia & Indonesia), for a cloud-base SaaS solutions provider, providing CRM and customer engagement solutions to retailers.



Day 3

11:15 AM Transformative Strategies Driving Customer Engagement & Value Creation

·         Serving the modern customers – how have customer expectations and customer engagement strategies evolved?
·         Utilising analytics, social listening tools to gain meaningful insights about your customer’s journey
·         Evaluating the opportunities of customer segmentation, personalized customer experience, product innovation in driving value creation and enhancing brand loyalty
·         Empowering your customer experience team with the right set of information to drive results