SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

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

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.

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

Great speakers, great content, great networking. We need that more often in Loyalty

SVP Loyalty at Accor Hotels

Event programme

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