13th Annual Enhancing Customer Loyalty and Retention Summit

14 – 15 June 2023 | NH Collection Barcelona Gran Hotel Calderón 5*



Summit will host speakers from the world’s leading companies

Carla Milovanov

SVP Global Tech for Hotels

Özgür Özdemircili

Director of Customer Success,

Anna Barker

Senior Director, Customer Experience Lisbon Site Lead

Gerald Schloegl

VP Digital Channel
Solutions & Commerce

Ganna Koval

Global Director Loyalty Programs & Promotions

Hottest topics that will be discussed this annual

Both customer loyalty and customer retention are vital parts of any business strategy. Being able to measure and affect these two aspects is a crucial part of succeeding in any market. How can you make customers stay with a brand for years, assuring the latter of sustained returns? Should loyalty programmes implement personalisation to rewards, marketing communication, and customer experience? Join us at our conference for customer-oriented experts to find the answers and fresh perspectives of the leading experts in the field.
The 13th Annual Enhancing Customer Loyalty and Retention Summit has been designed to cover all the current and future trends, objectives, and issues regarding the personalisation of the customer’s journey, newest customer retention strategies, accurate mapping of customer touchpoints, engaging clients and giving them reasons to come back, ways to maximise profitability and increase the ROI of customers, the importance of setting expectations of the service you provide and many others. At our business event, you will meet the representatives of the leading banks, pharmaceuticals, telcos, airlines, hotels, retailers, and other cross-industry companies internationally that are providing superior service to their customers.

Here you will connect with other like-minded colleagues and learn from experienced leaders! On top of that, you will benefit from remarkable networking opportunities as the number of seats is limited.

Cover Over 7 Topics

  • 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

Enjoyed the experience, met nice colleagues, heard interesting things and have learnings to take back.

Vodafone– Head of Loyalty Management

Very happy, would definitely join again and recommend to others.

eBay– Director of Global Marketing Channel Operations

Great speakers, great content, great networking. We need that more often in Loyalty.

Accor Hotels– SVP Loyalty

Good event overall with experts in the loyalty field. Great opportunity to learn what different industries are doing and great networking.

DHL Supply Chain– VP Global Customer4Life

Few photos from our summits


Event programme

Fill your details in the form and we will
send you the whole brochure filled with all details

Your copy of the brochure is prepared.

Inside you will find

  • What keynote speakers will be taking part in the exclusive speaking panel
  • What Case Studies will be discussed by our senior corporate speakers
  • The minute by minute breakdown of the conference