Stephen Hay is Asia Pacific regional director for ICLP, the award-winning global loyalty and customer relationship management (CRM) agency. Stephen came into loyalty at Cathay Pacific when email was still something that people in research labs used to send to each other and direct mail was still king.
Jumping the fence to the 'dark side' in 1999, at ICLP he has overseen the transition of the relationship business from an essentially offline activity into something that is often now exclusively digital in nature; going beyond email marketing to projecting a customer relationship across a range of digital and social tools. Always measuring as they go and using data analytics to chart the next step in the customer journey. In between running ICLP's business in the region, he still gets his hands dirty undertaking consulting projects for clients, educational activities, and leading the industry debate on where it is going next.
ICLP works with some of the world's leading customer-focused brands, including Cathay Pacific, Mandarin Oriental, and Juniper Networks; looking to bring brands and customers closer together into a more mutually beneficial and more profitable relationship. Stephen takes a customer point of view on almost everything, not always universally popular, but proven time and again to be the basis for a sustainable, profitable, long-term relationship.