Members of the board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from banking, pharmaceuticals, chemical/petrochemical, aviation telecom, retail, hospitality, and automotive industries involved in:
13th Annual Enhancing Customer Loyalty and Retention Summit
14 – 15 June 2023 | NH Collection Barcelona Gran Hotel Calderón 5*
PAST SPEAKERS
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
Carla Milovanov
SVP Global Tech for Hotels
Özgür Özdemircili
Director of Customer Success,
Spain
Anna Barker
Senior Director, Customer Experience Lisbon Site Lead
Gerald Schloegl
VP Digital Channel
Solutions & Commerce
Ganna Koval
Global Director Loyalty Programs & Promotions
CONFERENCE TOPICS 2023
LOOK AT THE TOPICS THAT WERE DISCUSSED
- The reasons why loyalty programs should implement personalisation to rewards, marketing communication, and customer experience
- Contribution of sales performance, marketing performance, and product quality to repeat customer rate
- Longer response time is the leading reason for customers’ terrible experiences. Why is implementing a live chat among the best customer loyalty and retention strategies?
- How could just a handful of customers lead to a significant increase in profits? Latest customer retention statistics
- Driving growth for new products and services by working with your loyal customer base
- Benefits and challenges of customer acquisition and retention. Critical points for growing revenue
- Assumption of similarity of all users. A need for an individualised approach to incentive programmes for customers
Designed for
- Customer Loyalty
- Customer Retention
- Loyalty Program
- Customer Experience
- Digital Customer Experience
- Loyalty Partnerships
- Customer Insights
- Digital Marketing
- CRM & Loyalty
- Service Delivery
- Customer Success
- Customer Centricity
- Rewards and Loyalty
- E-Commerce
- Customer Engagements
- Brand Loyalty
- Customer Account Management
- Brand and Marketing Strategy
- Personalization & Loyalty
- Loyalty & Engagements
CASE STUDY
Tech for Hotels
Cloud PMS Strategy Overview and Guest Technology
- FOLS to Cloud PMS
- Digital Key
- Cloud program
- Service catalogue
Carla Milovanov
SVP Global Tech for Hotels
Accor
Gerald Schloegl
VP Digital Channel Solutions & Commerce
Lufthansa Group
CASE STUDY
Customer Retention Strategies to Boost Customer Retention
Lufthansa Group’s vision of how personalization and digital experience can create meaningful customer relationships and foster loyalty.
CASE STUDY
From Satisfied to Obsessed: How to Take Your Customer Relationships to the Next Level?
In this session, we will be going through the meaning of customer obsession and how to create a customer-obsessed organisation at scale. We will also visit the definitions and importance of TAM and CSAM roles, as well as the critical role of customer support in customer loyalty and retention.
Özgür Özdemircili
Director of Customer Success, Spain
Microsoft
Ganna Koval
Global Director Loyalty Programs & Promotions
NH Hotel Group
CASE STUDY
Retaining and Engaging Customers Through Loyalty Program
Continues improvement of loyalty program value proposition as the key to customer retention and engagement.
- Identify rewards favored by customers through research and active listening
- Customer-centric approach backed up by technology and communication
Sponsors
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