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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.

Susanne
HÄGGLUND

Head of Volvo Cars Service Business

Olga
KHOUBAEVA

Head of Customer Engagement

Julian
RIETMANN

Manager CRM Performance & Testing

Steven
JACOBS

Area Director Oxford

Fredrik
LEMMING

Head of Sales

Sophie
CLARKE

Director, Social Media EMEA

CASE STUDY / DAY 2

Making Long-Distance Customer Relationships Work

In today’s omnichannel retail world, we rarely meet our beloved customers face to face – especially in low-frequency purchase sectors like premium and luxury jewellery. This poses new challenges for driving loyalty and customer lifetime value. Swarovski is meeting these challenges with its new loyalty programme “Swarovski Club.”

  • What are the customer relationship management challenges faced by companies like Swarovski?
  • How does the new “Swarovski Club” loyalty programme meet these challenges?
  • Where are the limits of CRM in a multi-channel distribution and communication landscape?

Julian
RIETMAN

Manager CRM Performance & Testing

Susanne
HÄGGLUND

Head of Volvo Cars Service Business

CASE STUDY / DAY 2

The Road Towards Hassle Free Car Ownership

Owning a car gives a lot of freedom – you can travel anywhere you want, anytime. But everyone who owns a car knows that owning a car is expensive, and includes a lot of uncertainty regarding e.g. effort that needs to be spent on maintenance, cost of service and repairs, sales price once sold off. At Volvo Cars we want to change this and offer our customers freedom to move and hassle free car ownership. Because this is what will create true customer value and make them loyalty to our brand.

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See what keynote speakers will be taking part in the exclusive speaking panel.
Explore what Case Studies will be discussed by our senior corporate speakers

10th Annual Enhancing Customer Loyalty & Retention Summit
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