Customer engagement isn’t just a buzzword at Flybuys—it’s a key driver of its business strategy. By forecasting financial outcomes based on anticipated member behaviour, Flybuys places engagement at the heart of its growth model.
In this webinar, Candice Liew, Head of Customer Strategy & Experience, will explore how Flybuys pinpoints the “engagement tipping point”—the specific cadence of point-earning activity that transforms casual users into loyal advocates. Through a deep dive into customer data and behavioural insights, Candice will reveal how Flybuys balances perceived value with effort, keeps members motivated, and ensures the loyalty program drives both customer satisfaction and commercial success.
Join us to learn how Flybuys uses these customer insights to shape program design, refine financial forecasting, and sustain long-term member engagement.
What you’ll learn:
- How Flybuys connected customer behaviour with financial forecasting and commercial outcomes
- How Flybuys identifies the critical engagement threshold that drives long-term customer loyalty
- Strategies for determining the most valuable components of your customers’ experience
- Insight into how Flybuys connects customers’ experience to the enterprise P&L
Meet Your Speaker:
CANDICE LIEW
Head of Customer Strategy and Experience
Flybuys
Candice is a highly experienced product and marketing executive with over 15 years in the financial services and health industry. Candice is passionate about creating shared value where customer outcomes can be directly linked to company performance. She enjoys uncovering customers’ needs and understanding their behaviours to deliver compelling and relevant propositions that will deliver value to both the customers and organisations.
Candice’s professional experience includes product and marketing roles with Aware Super, Colonial First State, the Head of Vitality for AIA Australia, the Chief Marketing Officer for Defence Health and most recently Flybuys as their Head of Customer Strategy & Experience.