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

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:

  • 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

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

Sponsors

STAY UPDATED FOR THE 2024 EDITION

Provide Us With Your Contact Details and Our Team Will Get Back to You With All the Updates Regarding the Upcoming Edition of This Event.