Stephen Hay

Stephen Hay

Asia Pacific Regional Director


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 e-mail was still something that people in research labs used to send to each other and direct mail was still king.

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.



The Relentless March of Cloud Computing

Aug 27, 2015 - Alibaba's foray into the cloud brings brands even closer to integrating their digital strategies to fit a truly digital, mobile society. Comments


How to Make Data Sexy and Why Our Future Depends on It

Aug 2, 2015 - Understanding the needs, wants and opportunities data presents is commercially critical to all of us. Comments


9 Ways the Retail Relationship is Changing

Jun 4, 2015 - New opportunities abound for retail marketing as technology helps glean greater data collection and insight. Comments


Wearable Technology: The Ultimate in Personal Marketing

Apr 20, 2015 - New wearable technology is giving brands the perfect opportunity for one-to-one marketing. Comments


The Smart Home: The Last Frontier

Dec 18, 2014 - Just what exactly is a "smart" home? Columnist Stephen Hay explains the relationship between a house and the Internet, and how marketers stand to benefit... Comments


Apple Pay: Game Changer? Not in Asia

Oct 27, 2014 - Apple’s foray into the mobile payment space with Apple Pay is long awaited, by both Apple fans and the industry, but is it a game changer? Comments


The WeChat Revolution

Sep 10, 2014 - Any business serious about digital marketing in China should be using WeChat. Here are some tips for how to use the platform effectively. Comments


iBeacon – Has "Minority Report" Finally Arrived?

Mar 24, 2014 - iBeacon is a micro-location and positioning protocol that lets your phone interact with low power transmitters (or beacons) placed in strategic locations... Comments


Departing From a Search Bar Near You

Jan 28, 2014 - A look at how Google Flight Search would impact the travel sector. Comments


HTML5 Email – Are We Ready?

Nov 6, 2013 - If your email marketing performance is starting to wane, this might just be the boost to re-engage and grab their attention. Comments


Yahoo Email Changes – How This May Impact Marketers

Jun 27, 2013 - And suggestions on how to manage these impacts to avoid a PR disaster. Comments


Data Superheroes, Code Artists, and Visualizers

Apr 30, 2013 - With the sheer scale of big data, churning out printed reports or producing dashboards is simply not enough to meet the dynamic demands of real-time... Comments


Playing Around With the Customer Relationship

Feb 4, 2013 - What does gamification mean for customer relationships? Comments


Luxury Brands and Dead Puppies

Nov 7, 2012 - Websites and other aspects of digital marketing have long been something of a tug-of-war between function and form. Consider these 10 tips to find the... Comments


Facebook Promoted Posts: Game Changer or Side Show?

Oct 3, 2012 - Promoted Posts is another tool in the increasingly complex micro-managed world of customer engagement. Here's why and how to use it. Comments


Social Media - Is Corporate Marketing Really Getting It?

Aug 20, 2012 - Is your social marketing an extension to PR? Consider these approaches to long-lasting relations with customers on social platforms. Comments


Apple's New Passbook

Jun 18, 2012 - And what it means for brands, marketers, and consumers. Comments

The Truly Mobile Relationship

Jun 4, 2012 - Mobile has become an essential part of interaction from shopping and traveling to socializing. I'll share with you what consumer brands should be doing... Comments

Making Your CRM Program More Social

Apr 11, 2012 - Consider these five ways to integrate social into your corporate CRM strategy. Comments


The Digital Revolution in Travel

Feb 8, 2012 - A personal selection of my favorite trends and future innovations. Comments


CRM and Digital Convergence: Trends for 2012

Dec 23, 2011 - The convergence of CRM and digital marketing could possibly be the most exciting thing ever. Here are eight reasons to be optimistic about 2012. Comments

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