12th Annual Enhancing Customer Loyalty
and Retention Summit

1 – 2 June 2022 | Barcelona

PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Olivier BRUNG

Director Customer Services & Field marketing Flying Blue

Pierre-François DUBOIS

SVP Innovation Customer Engagement and Trust

Oliver ROSS

Interim Director Loyalty, EMEA

Svetlana LIKHAREVA

CMO Director, Western Europe

Gregory PIERQUIN

IT Director, Data, CRM & Loyalty Platforms

CONFERENCE TOPICS 2022

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Building customer loyalty programs that work
  • Effective customer retention strategies
  • How to drive customer experience by implementing agile principles?
  • Account-based marketing at scale: Increasing relevancy for customer
  • How AI, ML & Big Data technologies can transform customer journeys
  • Staying ahead of customer expectations now and in the future
  • How to encourage customer loyalty during a pandemic?
  • What differentiates you from your competitors: Develop a connection with your brand

Designed for

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from the banking, telecom, retail, chemical/petrochemical, pharmaceuticals, aviation, hospitality, automotive industries involved in:

  • Customer Loyalty
  • Customer Retention
  • Loyalty Program
  • Customer Experience
  • Loyalty Partnerships
  • Digital Marketing
  • CRM & Loyalty
  • Service Delivery
  • Customer Success
  • E-Commerce
  • Customer Engagements
  • Customer Account Management
  • Brand and Marketing Strategy
  • Personalisation & Loyalty
  • Loyalty & Engagements

Olivier BRUNG

Director Customer Services & Field marketing Flying Blue

CASE STUDY / DAY 1

Flying Blue Customer Services During COVID Crisis – From Retention to Recovery

The most effective ways to attract and retain customers in the post-pandemic world.

  • Impact of the COVID crisis on Flying Blue Customer services
  • Flying Blue resilience during crisis, from retention to recovery plan
  • Customer services SLA resilience & customers feedback
CASE STUDY / DAY 1

How to Ensure a One-to-One Customer Relationship on a Mass Market?

As digital channels are more and more efficient in dealing with customers’ needs, agents in call centres and technicians from the field face more complex issues/customers with higher expectations. To cope with this situation and ensure a good NPS, processes and tools must enable customers to interact with only one person in charge of answering to their needs from end to end. The purpose of the presentation is to present a set of communication tools to support this vision.

  • Why do bots and AI have a strong impact on call centres, technicians’ activities and customers’ expectations?
  • How is it possible to deliver a one-to-one customer relationship on a mass-market?
  • What are the tools that Orange put in place and what are the benefits/results?

Pierre-François DUBOIS

SVP Innovation Customer Engagement and Trust

Oliver ROSS

Interim Director Loyalty, EMEA

CASE STUDY / DAY 1

Maintaining Customer Loyalty and Trust During Times of Uncertainty

The presentation will give an overview of how Hilton maintained customer loyalty, engagement and improved the customer experience for Hilton Honors members traveling during and post pandemic through the Hilton Honors programme.

  • How to encourage customer loyalty during the pandemic and in the recovery that follows?
  • How to build an emotionally positive connection with a customer?
  • How to keep customers engaged when not travelling as much and reactivate them?
  • How to increase customer engagement in the face of uncertainty?
  • How to use technology to ensure customers are reassured when they travel and increase loyalty?
CASE STUDY / DAY 1

Account-Based Marketing at Scale: Increasing Relevancy to Customer

How can we focus both sales and marketing whose target is the same customer segment which is expected to reach the best revenue outcome? The answer is explained through account-based marketing at scale – empowered by technology like CRM, Data & AI, and marketing automation. Once sellers receive recommendations based on customer consumption or purchase history, behaviour & interests triggered by marketing, customer engagement become more relevant and useful and yield better business outcome.

Svetlana LIKHAREVA

CMO Director, Western Europe

Gregory PIERQUIN

IT Director, Data, CRM & Loyalty Platforms

CASE STUDY / DAY 2

How AI, ML & Big Data Technologies Can Transform Customer Journeys

Carrefour shared its strategy to be a global leader in Digital Retail. It is built on a “data-centric, digital-first” approach. This digitalization will contribute to the improvement of the customer experience with greater personalization.

  • Set-up of the data vision to accelerate personalization and customer engagement
  • A CDP. Why?
  • How can customer data support daily organization activities?

SPONSORS

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

– Head of Loyalty Management, Vodafone

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