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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Steven
JACOBS

Area Director Oxford

CASE STUDY / DAY 1

Customer Loyalty Through the Death of the Scorecard

Every organisation has multiple service offerings and products to meet the needs of their customers. Customers often do not understand or have knowledge of what the organisation can do for them. Scorecards can become a distraction and disempower genuine conversations towards meeting the needs of customers. Organisations can transform customer loyalty through transforming how their people and performance are managed.

  • Customer loyalty
  • Customer needs
  • Customer knowledge
  • Impact of scorecards on conversations
  • The death of scorecard

CASE STUDY / DAY 1

Bringing Personalisation to the Next Level @ Carrefour Belgium

Starting from data, how to offer our clients the best personalised offers and messages? @ Carrefour, we have developed big data environment and built best algorithms in order to provide our clients with offers that fit to them and go into one-to-one approach.

  • Big data environment
  • Test and learn approach
  • Personalisation in campaigns
  • Gamification as next best activation
  • One-to-one and omnichannel

Olga
KHOUBAEVA

Head of Customer Engagement

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Anne-Sophie
GROUCHKA

Chief Customer Officer

Olga
KHOUBAEVA

Head of Customer Engagement

Gerben
SIKKEMA

Director Loyalty Partnerships

Steven
JACOBS

Area Director Oxford

Fredrik
LEMMING

Head of Sales

Sophie
CLARKE

Director, Social Media EMEA

CASE STUDY / DAY 2

How Flying Blue Is Moving to the Next Level

Airline loyalty programmes became less relevant and differentiating for the past years. How was Flying Blue responding to this trend and how is the future secured? In this session, the new strategy of Air France-KLM’s loyalty programme will be discussed, with partnerships as the main focus area.

  • Travel loyalty programmes’ challenges and evolutions
  • Flying Blue programme strategy
  • Flying Blue commercial (partnership) business
  • Flying Blue new direction for 2023

Gerben
SIKKEMA

Director Loyalty Partnerships

Anne-Sophie
GROUCHKA

Chief Customer Officer

CASE STUDY / DAY 2

The Use of New Technologies in Insurance Customer Service’s Enhancement

How is Allianz France developing the use of new technologies in its customer service? This expansion serves both improved customer satisfaction and company efficiency enhancement. Various examples of AI, RPA, Big Data use cases.

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10th Annual Enhancing Customer Loyalty & Retention Summit
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