15th Annual Enhancing Customer
Loyalty & Retention Summit
Event is Over
Stay Updated for 2026 edition
Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
CASE STUDY
Loyalty Perks: From Pre-Defined Packages to Unbundled Benefits
Most Loyalty programmes are designed by level, where benefits are packaged and rules defined to upgrade to the higher tiers to get more interesting advantages or discounts. But does this segmentation still fit all our customers? This presentation will show how we can take advantage of the data we get and new technologies to propose a new unbundled benefit model for Loyalty programmes.
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
- 01The role of medical affairs in external scientific communications
- 02Expectations of HCPs
- 03Expectations of regulators
- 04Business considerations
CASE STUDY
Voice of the Customer — Putting the Customer at the Heart of Your Business
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01Instilling a Customer-First Mindset Across All Levels of the Company
- 02Ensuring the Customer’s Voice is Heard
- 03Turning VOC Data into Actionable Insights
- 04Leveraging VOC Programmes and Digitalisation to Gain Deeper Insights into Customer Needs and Behaviours
- 05Linking the Voice of the Employee and Voice of the Customer: A Key to CX Success
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Loyalty Programme Liability: An Investment, Not A Cost
The presentation aims to provide a good overview of how a loyalty programme could support a company’s strategic goals to build customer loyalty. Why is this an investment and not a cost. How can the justification of the investment be proved, highlighting how loyalty programmes enhance customer retention, increase engagement, and provide valuable data for improving customer experience. Finally, it provides best practices and examples for designing and managing effective loyalty programmes to maximise investment returns.
- 01Journey to build customer loyalty
- 02What is the role of a Loyalty programme?
- 03The main misconception that the Loyalty programme is a liability
- 04Loyalty programmes and measurable benefits
- 05Case studies and best practices
This presentation will provide an in-depth analysis of the financial industry’s transformation, from its traditional banking roots to the rise of fintech and the disruptive influence of Web3 technologies. By examining the historical context, key innovations, and future implications, we will gain a comprehensive understanding of how the financial landscape has been reshaped and what the future holds for the industry. Join me to understand finance’s past, present, and future in a rapidly changing digital world.
CASE STUDY
Sustainability’s Role in Brand Equity
Examining the role of sustainability in enhancing luxury brand equity. Guidelines to support existing brands in realising the full value of being a more sustainable business.
- 01Consumer expectations
- 02Brand platform integrity
- 03Circularity in customer experiences
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Redesigning CX Operations: A Blueprint for Value Creation
Customer experience (CX) serves as one of the cornerstones of modern transformation strategies, with 70% of senior executives identifying it as a top priority. Putting CX transformation initiatives into action, organisations face challenges with their execution, arising from “product-led” business models & non-linear journeys that require cross-functional collaboration. In this context, it is imperative for companies to move away from working on “vertically-led” CX initiatives, driven by distinct units, and adopt a holistic approach, adjusting in parallel to their operating model.
- 01This session aims to extend on the establishment of an “operating-orchestration engine” that integrates processes, data, and technology across the entire customer lifecycle, delivering seamless, personalised experiences at scale
- 02From acquiring to activating and deepening to retaining, this session will cover all lifecycle stages, providing distinct deployed use cases, primarily relevant to the banking sector, while also laying out how this “modus operandi” could conquer complexity, especially within legacy organisations and create value
Global collaboration between companies across the supply chain provides tremendous value to products brought to market, patient safety and understanding of evolving requirements. It allows for an increase in product quality, supports smooth registration processes and thus secures the time it takes to introduce the product to the market. A similar situation may also occur with cooperation with regulatory bodies; the exchange of knowledge and experience can only have a positive impact on product safety. As a person who has been supporting cooperation in the area of regulatory affairs for many years, I would like to show, based on examples, how many benefits it can bring.
CASE STUDY
Loyalty Perks: From Pre-Defined Packages to Unbundled Benefits
Most Loyalty programmes are designed by level, where benefits are packaged and rules defined to upgrade to the higher tiers to get more interesting advantages or discounts. But does this segmentation still fit all our customers? This presentation will show how we can take advantage of the data we get and new technologies to propose a new unbundled benefit model for Loyalty programmes.
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
- 01The role of medical affairs in external scientific communications
- 02Expectations of HCPs
- 03Expectations of regulators
- 04Business considerations
CASE STUDY
Voice of the Customer — Putting the Customer at the Heart of Your Business
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01Instilling a Customer-First Mindset Across All Levels of the Company
- 02Ensuring the Customer’s Voice is Heard
- 03Turning VOC Data into Actionable Insights
- 04Leveraging VOC Programmes and Digitalisation to Gain Deeper Insights into Customer Needs and Behaviours
- 05Linking the Voice of the Employee and Voice of the Customer: A Key to CX Success
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Loyalty Programme Liability: An Investment, Not A Cost
The presentation aims to provide a good overview of how a loyalty programme could support a company’s strategic goals to build customer loyalty. Why is this an investment and not a cost. How can the justification of the investment be proved, highlighting how loyalty programmes enhance customer retention, increase engagement, and provide valuable data for improving customer experience. Finally, it provides best practices and examples for designing and managing effective loyalty programmes to maximise investment returns.
- 01Journey to build customer loyalty
- 02What is the role of a Loyalty programme?
- 03The main misconception that the Loyalty programme is a liability
- 04Loyalty programmes and measurable benefits
- 05Case studies and best practices
This presentation will provide an in-depth analysis of the financial industry’s transformation, from its traditional banking roots to the rise of fintech and the disruptive influence of Web3 technologies. By examining the historical context, key innovations, and future implications, we will gain a comprehensive understanding of how the financial landscape has been reshaped and what the future holds for the industry. Join me to understand finance’s past, present, and future in a rapidly changing digital world.
CASE STUDY
Sustainability’s Role in Brand Equity
Examining the role of sustainability in enhancing luxury brand equity. Guidelines to support existing brands in realising the full value of being a more sustainable business.
- 01Consumer expectations
- 02Brand platform integrity
- 03Circularity in customer experiences
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Redesigning CX Operations: A Blueprint for Value Creation
Customer experience (CX) serves as one of the cornerstones of modern transformation strategies, with 70% of senior executives identifying it as a top priority. Putting CX transformation initiatives into action, organisations face challenges with their execution, arising from “product-led” business models & non-linear journeys that require cross-functional collaboration. In this context, it is imperative for companies to move away from working on “vertically-led” CX initiatives, driven by distinct units, and adopt a holistic approach, adjusting in parallel to their operating model.
- 01This session aims to extend on the establishment of an “operating-orchestration engine” that integrates processes, data, and technology across the entire customer lifecycle, delivering seamless, personalised experiences at scale
- 02From acquiring to activating and deepening to retaining, this session will cover all lifecycle stages, providing distinct deployed use cases, primarily relevant to the banking sector, while also laying out how this “modus operandi” could conquer complexity, especially within legacy organisations and create value
Global collaboration between companies across the supply chain provides tremendous value to products brought to market, patient safety and understanding of evolving requirements. It allows for an increase in product quality, supports smooth registration processes and thus secures the time it takes to introduce the product to the market. A similar situation may also occur with cooperation with regulatory bodies; the exchange of knowledge and experience can only have a positive impact on product safety. As a person who has been supporting cooperation in the area of regulatory affairs for many years, I would like to show, based on examples, how many benefits it can bring.
CASE STUDY
Loyalty Perks: From Pre-Defined Packages to Unbundled Benefits
Most Loyalty programmes are designed by level, where benefits are packaged and rules defined to upgrade to the higher tiers to get more interesting advantages or discounts. But does this segmentation still fit all our customers? This presentation will show how we can take advantage of the data we get and new technologies to propose a new unbundled benefit model for Loyalty programmes.
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
- 01The role of medical affairs in external scientific communications
- 02Expectations of HCPs
- 03Expectations of regulators
- 04Business considerations
CASE STUDY
Voice of the Customer — Putting the Customer at the Heart of Your Business
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01Instilling a Customer-First Mindset Across All Levels of the Company
- 02Ensuring the Customer’s Voice is Heard
- 03Turning VOC Data into Actionable Insights
- 04Leveraging VOC Programmes and Digitalisation to Gain Deeper Insights into Customer Needs and Behaviours
- 05Linking the Voice of the Employee and Voice of the Customer: A Key to CX Success
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Loyalty Programme Liability: An Investment, Not A Cost
The presentation aims to provide a good overview of how a loyalty programme could support a company’s strategic goals to build customer loyalty. Why is this an investment and not a cost. How can the justification of the investment be proved, highlighting how loyalty programmes enhance customer retention, increase engagement, and provide valuable data for improving customer experience. Finally, it provides best practices and examples for designing and managing effective loyalty programmes to maximise investment returns.
- 01Journey to build customer loyalty
- 02What is the role of a Loyalty programme?
- 03The main misconception that the Loyalty programme is a liability
- 04Loyalty programmes and measurable benefits
- 05Case studies and best practices
This presentation will provide an in-depth analysis of the financial industry’s transformation, from its traditional banking roots to the rise of fintech and the disruptive influence of Web3 technologies. By examining the historical context, key innovations, and future implications, we will gain a comprehensive understanding of how the financial landscape has been reshaped and what the future holds for the industry. Join me to understand finance’s past, present, and future in a rapidly changing digital world.
CASE STUDY
Sustainability’s Role in Brand Equity
Examining the role of sustainability in enhancing luxury brand equity. Guidelines to support existing brands in realising the full value of being a more sustainable business.
- 01Consumer expectations
- 02Brand platform integrity
- 03Circularity in customer experiences
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Redesigning CX Operations: A Blueprint for Value Creation
Customer experience (CX) serves as one of the cornerstones of modern transformation strategies, with 70% of senior executives identifying it as a top priority. Putting CX transformation initiatives into action, organisations face challenges with their execution, arising from “product-led” business models & non-linear journeys that require cross-functional collaboration. In this context, it is imperative for companies to move away from working on “vertically-led” CX initiatives, driven by distinct units, and adopt a holistic approach, adjusting in parallel to their operating model.
- 01This session aims to extend on the establishment of an “operating-orchestration engine” that integrates processes, data, and technology across the entire customer lifecycle, delivering seamless, personalised experiences at scale
- 02From acquiring to activating and deepening to retaining, this session will cover all lifecycle stages, providing distinct deployed use cases, primarily relevant to the banking sector, while also laying out how this “modus operandi” could conquer complexity, especially within legacy organisations and create value
Global collaboration between companies across the supply chain provides tremendous value to products brought to market, patient safety and understanding of evolving requirements. It allows for an increase in product quality, supports smooth registration processes and thus secures the time it takes to introduce the product to the market. A similar situation may also occur with cooperation with regulatory bodies; the exchange of knowledge and experience can only have a positive impact on product safety. As a person who has been supporting cooperation in the area of regulatory affairs for many years, I would like to show, based on examples, how many benefits it can bring.
Ahmed Nasr
Operations Director Egypt and Director Milk Africa & Turkey
Khaled Elsharkawy
Integrated Supply Chain Senior Director
Mueen Uddin Siddique
Senior Director – Access Network Procurement
Shannon Hore
Senior Vice President Procurement and Logistics
Sandeep Sharma
Director Group Procurement & International Markets Supply Chain
Hottest topics
LOOK AT THE TOPICS THAT WERE DISCUSSED
- 01Customer Loyalty Innovation and Transformation
- 02Voice of the Customer
- 03Loyalty Programme Design
- 04Big Data and AI in Loyalty
- 05Sustainability and Customer Loyalty
- 06Brand Strategies
Testimonials
What our users say about our conferences
Very well organised summit packed with resourceful presentations. It was a fantastic conference!
Union National Bank
Chief Human Resources Officer
Great event, very good topics and discussions with diverse participants
Landmark Group
Head – Rewards & Organisational Effectiveness,
Good overall, I gain a lot of useful information. Lots of insights to learn from and a great speaker line-up.
Abu Dhabi Airports
Total Rewards Head, Senior Manager Organisation Development
Great conference. I really liked meeting the other participants and the opportunity to openly share insights.
Adidas
Director Compensation Programmes
Great speakers, great content, great networking. We need that more often in Loyalty.
Accor Hotels
SVP Loyalty
Great structure. It made the event feel cozier & more personal. People felt more at ease to interact with each other. Very insightful topics.
Nagarro
Digital Insights Leads & Customer Experience
Overall, great sessions. Amazing content. Much better than most.
Emirates National Oil Company
Head Loyalty, CRM & Data
Have never been to such event, but there are several advantages of such site of event, as participants get in closer touch.
NLB Skladi d.o.o.
Head of Marketing Sales
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