11th Annual Customer Loyalty and Retention Summit

2 – 3 June 2021 | ONLINE

In the world of Internet Customer Service, it is important to remember your competitor is only one mouse click away.”  This quote from Doug Warner put us in front of the question – is the customer loyalty relevant in today’s world? Customer loyalty is the main pillar for making a right decision of choosing a company’s product or service over their peers and competitors consistently and repeatedly. When a customer is loyal, he prefers quality of service and product over the price. Customer loyalty comes with time, it requires investment, appropriate marketing strategies and lots of interaction with the customer. Are you curious to know more about how top companies in the cross-industry are dealing with such a challenge? Let’s discover more!

Hottest topics will be discussed this annual

  • 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

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Gerben SIKKEMA

Director of Partnerships

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

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

Stefano VALDRIGHI

VP Enterprise Customer Experience

CASE STUDY DAY 1

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.

James CAIRNS

Head of Customer Insight & Needs

CASE STUDY DAY 2

Maximising Customer Satisfaction

An overview of the transformation that Santander UK has been on over the past two years, as it transitioned to reporting and managing Net Promoter Score as a bank wide objective.

• Developing a CX strategic framework
• Implementing a single CX platform
• Developing innovative capabilities
• Using customer & colleague feedback to drive action
• Driving cultural change

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.

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

VP Global Customer4Life at DHL

We offer to world’s leading companies at our summit

Case Studies

Experience leaders will provide you with lessons learned.

Networking

The chance for market-leading business knowledge networking.

Discussions

All attendees will have a great opportunity to discuss a selection of topics in small groups with their peers.

New Ideas

We are partnering with experienced professionals to provide creative ideas, inspiration, and guidance.

Allan Lloyds Summit mission is to exceed expectations

We are committed to achieving new standards of excellence by providing conference formats that encourages interaction, networking and high class knowledge sharing. With experts, well-supported staff, motivated to deliver quality, Allan Lloyds vision is to be recognized as the global leader in providing high quality business conferences.

What we offer to world’s leading companies

  • Experience-based case studies
  • Round table discussions
  • Impeccable networking opportunities
  • Limited number of seats in the audience ensuring friendly atmosphere
  • No media or press presence

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Event programme

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