skip to Main Content

8th Annual Enhancing Customer Loyalty And Retention Summit

05 – 07 June 2018 - Barcelona
img

PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Sophie
PRIVAT

Head of Flying Blue Operations & Web

Laura
MALINSKY

Head of Contact Centre Capabilities

Gerald
SCHLÖGL

Director Miles and More Program and Airline Partnerships

Thomas
GEITZENAUER

Head of Global CRM Interaction

Leman Emine
OZTURK

Head of Fixed Voice Revenue Management

Desiree
VALERIANI

Head of Individuals, Commercial Initiatives

CONFERENCE TOPICS 2018

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Soliciting and evaluating new concepts, solutions, and ideas thanks to the VoC
  • How to make the most of the digital advantage? Leverage the digital technology and improve retention and loyalty of your customers
  • What are the most important objectives in loyalty programs that made you succeed?
  • What do you have to stress when it comes to the distinguishing between the loyalty and the reward programs?
  • Is it possible to achieve churn reduction? How? Proving everything can happen
  • How can personalisation create lasting loyalty?
  • Applying the NPS to boost the retention of the customers
  • The ways how to understand the customers’ needs
  • What is the most successful way of increasing the satisfaction of your customers?

DESIGNED FOR

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of Departments from aviation, banking, hospitality, pharma, telecom and retail industries involved in:

  • Customer Loyalty
  • Customer Retention
  • Customer Care
  • Customer Value Management
  • Customer Relationship Management (CRM)
  • Customer Operations
  • Customer Analytics
  • Customer Centricity
  • Customer Insight/Research
  • Customer Engagement
  • User Experience
  • Customer Experience
  • Marketing
  • Contact Centres

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

On The Road To Personalisation

The key aspect of success in the future will be adding a personal touch in your communication in order to gain a competitive advantage. There are many ways to do this though personalisation of your products, content and the overall customer experience.

  • What does Swarovski do to personalise the customer experience now and in the future and what does the road map look like to get there?
  • What are some of the strategic and technical challenges?
  • How do you create a team to deploy personalised content?

Thomas
GEITZENAUER

Head of Global CRM Interaction

Sophie
PRIVAT

Head Of Flying Blue Operations & Web

CASE STUDY / DAY 1

Flying Blue Programs That Increase Customer Loyalty And Satisfaction

Flying Blue has reinvented its program around customers’ expectations. The new program will be launched on 1st April 2018 around three pillars: simplicity, clarity & flexibility for our customers as well as our team. A new Voice of Customers Program has also been launched to continuously monitor & adjust our approach.

  • Flying Blue reinvented: why, what & how
  • Voice of Customers: instant survey & verbatim analysis to support enhanced customer loyalty

CASE STUDY / DAY 2

What Is The Future Role Of The Loyalty Program?

The presentation should give an outlook on how customer loyalty is created in the airline industry. The audience should realise that loyalty is more than just rewarding the customer for his/her beneficial behaviour. Ideally, the presentation gives you a guidance on how to frame the loyalty as well as the loyalty program.

Key questions to answer during the speech: What is the definition of loyalty program and what is the difference between the loyalty and rewards? How does the real customer loyalty work in a digital world? What is the customer expectation towards the loyalty and reward program? How to close the gap between creating a customer loyalty and rewarding a customer behaviour?

Gerald
SCHLÖGL

Director Miles And More Program And Airline Partnerships

Desiree
VALERIANI

Head Of Individuals, Commercial Initiatives

CASE STUDY / DAY 2

Dynamic CRM And Churn Modelling

To understand today churn initiatives, it’s useful to retrace CRM Evolution since the dawn until the Big Data and dynamic customer relationship. In this session, we will contextualise how the churn reduction fits path and we will also deal with three methodological approaches:

  • Classic Machine Learning and advanced analytics models
  • Real Time Events
  • Dynamic Machine Learning Real Time thanks to Big Data streaming models

SPONSORS 2018

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2019 EDITION

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

Back To Top