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9TH ANNUAL ENHANCING CUSTOMER LOYALTY AND RETENTION SUMMIT

4 - 6 JUNE 2019, BARCELONA
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Ajit
SIVADASAN

VP/GM Global eCommerce

Svetlana
LIKHAREVA

Chief Marketing Officer, Central and Eastern Europe

Ibrahim
ORAL EMUL

Head of CRM Solutions

Filippo
CINELLI

Head of Customer Relationship Management

Maciej
PARTYKA

Global Head of Customer Insights

Thomas
KURBEL

Head of Loyalty Management

CONFERENCE TOPICS 2019

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Voice of Customer: Co-creation of loyalty strategy with your customers
  • Emerging technologies: Which to prioritise for driving your customer loyalty strategy? Looking closely into ML, IoT, automation, and big data management
  • Digitisation of customer experience to drive loyalty
  • Loyalty beyond rewards: What are the overlooked drivers for customer loyalty? How to enhance loyalty without a loyalty program?
  • How to distinguish your rewards in the competitive world and across different markets and generations?
  • Managing loyalty strategy in an omnichannel environment: Choosing the channels that matter to your customers
  • New currencies of loyalty: Monetary rewards vs. alternative benefits
  • Churn prevention
  • Managing brand and experience loyalty strategy alongside customer loyalty program

DESIGNED FOR

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from retail, banking, insurance, aviation, automotive, hospitality and telecommunication industries involved in:

  • Customer Loyalty
  • Loyalty Program
  • Customer Retention
  • Churn prevention
  • Brand Loyalty
  • Brand Management and Performance
  • Loyalty Partnerships
  • Personalisation
  • B2B Loyalty
  • Customer Care
  • Head of Partnerships
  • Contact Centres
  • Customer Relationship Management (CRM)
  • Customer Operations
  • Customer Analytics
  • Customer Centricity
  • Customer Insights
  • Customer Engagement
  • User Experience
  • Customer Experience
  • Marketing
  • Digital Marketing

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Moving from Transactions to Advocacy!

As the global digital landscape gets more connected and complex, managing customer expectations and brand loyalty has become a significant challenge for organisations. This talk will try to address some of the following challenges from Lenovo’s point of view.

  • Customers are increasingly following nonlinear paths in their purchase consideration process, making it difficult for brands to understand these journeys and employ meaningful strategies to service their customer’s ever more sophisticated needs.
  • Customer influence has been steadily increasing and brands have to more fully understand how customers are connected to their ecosystems to both manage the feedback and service their needs better.
  • The new paradigm is ‘advocacy’; moving customers to become spokespeople for your brand. Easier said than done, but it is an eventuality one cannot afford to ignore in a hyper competitive world.

Ajit
SIVADASAN

VP/GM Global eCommerce

Svetlana
LIKHAREVA

Chief Marketing Officer, Central and Eastern Europe

CASE STUDY / DAY 1

Artificial Intelligence in Marketing: amplifying human ingenuity

We live in the era of digital disruption when new business models emerge, new channels are being created and new customer demand is met with new products or services. The biggest accelerator of digital transformation – AI technologies, extend human physical capabilities and people brain power. What does it mean for the marketers, and how can they take advantage of AI innovations today? Learn how Microsoft embraces own AI technologies in B2B marketing as well as how Microsoft customers innovate with AI to create superior customer experience.

  • What is AI technology today?
  • AI deployment in Microsoft B2B demand generation: ROI and lessons learnt
  • AI implementations in marketing, customer services etc

CASE STUDY / DAY 2

Using machine learning to improve digital experience of business customers

How Barclaycard reimagined a process for collecting feedbacks from businesses visiting its website.

  • The usual B2B engagement problems and lack of actionable insights
  • Chatbot rather than survey as a tool?
  • What can machine learning do?
  • Success stories and challenges

Maciej
PARTYKA

Global Head of Customer Insights

Thomas
KURBEL

Head of Loyalty Management

CASE STUDY / DAY 2

How to Enhance Customer Loyalty Without a Traditional Point-Based Loyalty Program

Customer retention is a challenge for all industries, but churn rates are particularly high in the highly competitive telecommunication industry.
Building a deeper customer engagement is therefore the decisive factor.

  • What drives loyalty?
  • How to enhance loyalty?
  • Our way of rewarding loyalty
  • Success stories and challenges

Workshop A
4 June 2019 I 15.00 – 16.00

Voice of Customer as a customer loyalty strategy

  • Looking through your customers‘ eyes. What if they had a change to co-create your loyalty strategy?
  • Integrating your customers‘ habits into your loyalty programs
  • Understanding the hierarchy of your customers‘ needs and choosing the right rewards for them
  • Loyalty based on customer segments: What makes different customers loyal?

Workshop B
4 June
2019 I 16.00 – 17.00

Currencies of loyalty

  • New currencies of loyalty: What are the emerging opportunities?
  • Monetary rewards vs. Alternative benefits
  • How do different rewards or benefits influence your customer lifetime value?
  • Outlook into the future of currencies of loyalty

SPONSORS 2019

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2020 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.

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