11th Annual Customer Loyalty and Retention Summit

2 - 3 June 2021 I ONLINE

PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Gerben SIKKEMA

Director of Partnerships

Moritz WOLF

Head of CRM and Strategy, eCommerce & Direct to Consumer EMEA

Stefano VALDRIGHI

VP Enterprise Customer Experience

James CAIRNS

Head of Customer Insight & Needs

Jan

ABRAHAMSSON

Vice President, Strategic Customer Engagements

CONFERENCE TOPICS 2021

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Maintaining customer loyalty and trust during times of uncertainty
  • What are the benefits of your customer loyalty program?
  • Customer retention and profit grow
  • Business strategies & real lasting relationships
  • How to build a customer loyalty in the digital era?
  • What differentiate you from the competitors: Develop a connection with your brand
  • How to use VoC data and increase revenue?
  • The future of e-commerce and brand loyalty

Designed for

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from 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

Jan ABRAHAMSSON

Vice President, Strategic Customer Engagements

CASE STUDY / DAY 1

Customer Loyalty by Proactive Strategic Engagements

As technologies such as 5G, Cloud and Edge Compute drive accelerated transformation across industries it becomes critical to strengthen your customer relationships by doing co-development of business and technology strategies as well as co-development of execution capabilities. Only by close collaboration with your customers can you tap into the value that these technologies enable.

CASE STUDY / DAY 1

How Flying Blue Is Moving to a Lifestyle Loyalty Program

Airline loyalty programs are focusing on becoming more relevant outside the travel domain. What is Flying Blue’s vision and how is the future shaped? In this session, the strategy of Air France-KLM’s loyalty program will be discussed, with partnerships as the main focus area.

  • Flying Blue program strategy
  • Flying Blue commercial (partnership) business
  • Flying Blue new direction for 2024

Gerben SIKKEMA

Director of Partnerships

Moritz WOLF

Head of CRM and Strategy, eCommerce & Direct to Consumer EMEA

CASE STUDY / DAY 2

Unlocking Customer Value Growth

Accelerate customer value and achieve long lasting growth by setting customer management at the core of business management and at the forefront of transformations.

  • Infusing customer management to strategic business management
  • Customer KPIs: Key to bridge silos to customers outcomes
  • From customer strategic insights and programmatic focus
  • Operating model, ecosystem and effective tech stack
CASE STUDY / DAY 2

Value-Based Ventures in the Digital Age

Success in the digital age implies to join forces to create value, and harness new opportunities. New venturing models are gaining ground for creating highly collaborative win-win business relationships in which both parties are equally committed to each other’s success redesigning customer experience and loyalty through value-driven and long-term relationships.

Stefano VALDRIGHI

VP Enterprise Customer Experience

SPONSORED BY

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

Head of Loyalty Management at Vodafone

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