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08.15

REGISTRATION OPENS

Registration, Informal Networking & GIC Welcome

09.00

OPENING REMARKS

Morning Co-Chairs’ Opening Remarks

James Edwards, Group Head of CRM, PureGym

Rebecca Powell, Customer Experience Manager, Ella’s Kitchen

09.10

ENGAGE YOUR CUSTOMERS

WINNING LOYALTY & RETENTION STRATEGIES & PROGRAMMES

Craft Exciting & Innovative Loyalty & Retention Programmes To Skyrocket Loyalty & Retention Rates With Insight-Driven & Customer-Focused Strategies

  • Develop engaging loyalty programmes that act as a strategic tool to enhance customer retention and incentivise repeat business by rewarding customers for continued patronage
  • Beyond points-based interactions… create programmes that align with customer values, such as charity donations or sustainability-focused rewards, to establish a strong emotional connections
  • Harness the knowledge of customer psychology around positive reinforcement and capitalise on the impact of delayed gratification in long-term loyalty programmes to drive customer retention through sustained engagement
  • Tap into the potential of CRM system algorithms to accurately predict customer behaviour and streamline rewards systems to boost customer loyalty

Lauren Kopsch, Head of Digital Marketing, Gail’s

09.30 Bonus Session; Reserved For Exclusive Conference Partner, Insider

09.45

CASE STUDY

VALUE ADDING AUTOMATION, AI & NEW TECH

Embrace The Unlocked Potential Of AI, Automation & Tech To Seize New Opportunities & Drive More Personalised & Effective Customer Loyalty Strategies For Long-Term Organisational Success

  • Harness cost-effective AI, automation, and tech to make strategic decisions, generate real-time insights into customer behaviour, and strengthen loyalty marketing to increase customer lifetime value
  • Utilise key predictive analytic insights from AI and automation tools to identify patterns in purchasing behaviours and build customised profiles for each customer segment for more targeted products and services and increased retention rates
  • As CRM software becomes more intelligent, integrated, and automated, leverage new AI innovations to tailor your customer support such as through chatbots which resolve customer issues quickly and effectively to improve customer experiences, lower customer churn, and boost brand loyalty
  • Drive improved user experiences and develop better relationships with audiences across multiple touchpoints for consistent and unified engagement that delivers on customer needs, expectations, and preferences

10.05 Bonus Session; Reserved For Exclusive Conference Partner – Get Involved

10.35

DATA IS POWER 

EFFECTIVE CUSTOMER INSIGHTS, DATA & TARGETING

Tap Into Valuable Data Insights That Highlight Changing Customer Needs, Preferences & Behaviours To Create Tailored Experiences & Secure Business Success Through Customer Loyalty

  • Leverage valuable first party data to gain deeper insights into customer behaviours and generate tailored marketing strategies that deliver more personalised and relevant customer experience solutions
  • Drive top customer satisfaction with streamlined data capture which curate enriched data that listens to, and incorporates, the voice of the customer to build upon existing brand loyalty
  • Analyse CRM data and demonstrate the holistic potential in identifying upselling opportunities, boosting sales, and predicting trends to build better relationships with customers and maximise loyalty
  • Establish trust and boost retention rates with detailed customer profiling data that remains secure and regulation compliant to nurture customer satisfaction and ensure continued high retention rates

Stuart Clare, Senior Manager Digital Optimisation & Personalisation, The AA

10.55

MORNING REFRESHMENT BREAK WITH INFORMAL NETWORKING

Dedicated Speed Networking – Get Involved!

11.25

PANEL Q&A

PROACTIVE, PRACTICAL & POWERFUL PERSONALISATION

Practical, Proven & Curated Personalisation Strategies Which Create Tailored Content & Campaigns & Guarantee Sky-High Retention Rates & Competitive Customer Loyalty

  • Personalise through strategic product recommendations and capitalise on increasing customer lifetime values to secure maximum brand engagement
  • How can your organisation leverage artificial intelligence to push forward a customer-centric and data-driven personalised customer experience that truly resonates with audiences?
  • Satisfy your customers’ needs to be recognised as individuals with hyper-personalised features which builds your brand reputation and transforms customer engagement into lasting loyalty

Rachel Wigmore, Head of Pan-Partnership Customer Planning, John Lewis Partnership

Aileen Raynos, CRM Lead, Nestlé Purina PetCare Europe

Andy Land, CRM Director, Condé Nast

Monique Parmar, Head of Customer, Insight & Research, National Express LTD

 

Jenny Armstrong, Global CRM Lead, Diageo

12.00

CASE STUDY

OMNICHANNEL MARKETING SUCCESS

Achieve Unrivalled Omnichannel Marketing Success & Maintain Consistency Across Platforms & Touchpoints With Creative & Tailored Channels & Content Which Boosts Engagement & Intrigue

  • Cut through the noise and guarantee improved engagement with personalised, creative, and tailored content with an innovative omnichannel mix which effectively reaches and engages your customer base
  • Ensure you have the right balance between digitally-dominated communication channels, and face-to-face customer resolution services to cater to the specific behaviours and needs of your customers and drive brand loyalty
  • Determine exactly how your customers interact and engage with your brand to decipher where different channels, platforms, and touchpoints can provide the best experience and support to sustain retention rates
  • Develop seamless omnichannel experiences that ensure consistency and continuity across various platforms and channels for effortless transitions to foster strong connections with customers and enhance loyalty

Elisabet Sanchez, Head of Marketing Omnichannel Strategy & Customer Experience, Nissan Spain

12.20 Bonus Session; Reserved For Exclusive Conference Partner – Get Involved

12.35

LUNCH

Lunch & Informal Networking For Speakers, Delegates & Partners

13.15

INFORMAL BREAKOUT DISCUSSION

Facilitated By:

Maria Koutroumanou, Head of Loyalty, Eurobank

13.45

Afternoon  Co-Chairs’ Opening Remarks

Chloe Stuttard, Director of Customer & Adviser Experience, LV=

Paul Smitton, CEO Asia Miles & Director Customer Lifestyle, Cathay Pacific

13.55

PANEL Q&A – Attract, Retain, Succeed

NEXT-LEVEL RETENTION STRATEGIES

Elevate Retention Efforts, Foster Stronger Customer Relationships & Drive Sustainable Business Growth With Engaging & Rewarding Retention Strategies That Sustain Long-Term Customer Interest

  • Implement advanced data analytics and AI-driven tools to understand customer behaviour and create highly-personalised product recommendations, targeted offers, and tailored communications for maximum engagement
  • Focus on building long-term relationships with customers by implementing ongoing engagement strategies that incentivise loyalty and create a lasting impact on your customer
  • Nurture customer relationships beyond the initial transaction by providing valuable content, exclusive rewards, and proactive support to ensure customers feel valued and appreciated throughout their journey with the brand

Pauline Richard, Head of CRM & Loyalty, Bloom & Wild

Bernadette Hackett, Head Of Customer & Distribution, Zurich UK

Ash Madhav, Head of Customer Insight & Engagement, REVOLUTION BEAUTY

Richard Pash, UK Chief Customer Officer, Zurich UK

14.30

DOUBLE PERSPECTIVE – Dual, Brand-Led Insights

SEAMLESS CUSTOMER JOURNEYS

Establish Cross-Channel Consistency & Customer-Centricity Across Multiple Touchpoints To Streamline Customer Journeys & Increase Satisfaction Rates

  • Prioritise integrating data from CRM and loyalty programmes to build a holistic view of customer profiles and resolve pain points to enable personalised and timely interactions
  • Consistency and ease are key to seamless customer journey: align messaging, offers, and experiences across all digital and in-person channels to create cohesive brand loyalty across all touchpoints
  • Respond to rapidly-evolving customer preferences and technologies and capitalise on these innovations to streamline customer journeys, enhance personalisation, and improve retention rates
  • Enhance and improve user experiences by embedding user feedback, usability testing, and data analytics insights to provide easy to navigate and accessible customer experiences that increase satisfaction

14.30 Perspective One

Stephen McCarthy, Head of Product Design & User Research, Which?

14.50 Perspective Two

Richard Carroll, Head Of Growth Marketing For Grocery & Retail, Deliveroo

15.10 BONUS SESSION; RESERVED FOR EXCLUSIVE CONFERENCE PARTNER – Get Involved

15.40

AFTERNOON REFRESHMENT BREAK WITH INFORMAL NETWORKING & BREAKOUT DISCUSSIONS

16.10

MEASURE IMPACT & SHOWCASE SUCCESS

MEASURING TANGIBLE RESULTS & ROI

Examine Effective Measurement Techniques & Tools To Benchmark Performance & Demonstrate Tangible ROI & Prove Efforts To Secure Buy-In & Remain Competitive

  • Strip back your measurement metrics and deep dive into your processes to determine how you can effectively measure real results and benchmark CRM success to identify areas for improvement and tap into your customer needs and pain points
  • Conversion rates optimisation, click-through rates, churn rates, activation rates… what are the core KPIs and benchmarks to assess customer-oriented processes and the efficacy of business models? Are you implementing the insights from these effectively?
  • Utilise key insights from direct customer feedback, reviews, satisfaction rates, and customer listening tools to develop innovative strategies that secure and improve retention rates and boosted engagement levels

16.30 BONUS SESSION; RESERVED FOR EXCLUSIVE CONFERENCE PARTNER – Get Involved

16.50

PANEL Q&A

INDUSTRY BENCHMARKING & FUTURE TREND FORECASTING

What’s Next? Ensure Your Organisation Is Primed For 2025 & Beyond With Forward-Looking Customer Loyalty & Retention Strategies Which Effectively Engage Customers & Prepare For The Unexpected

  • What does the next generation of loyalty and CRM strategies look like? Benchmark with industry peers and forecast the key innovations set to inform the loyalty landscape in 2025 and beyond
  • Mobile CRM, Natural Language Processing, generative CRM, IoT… what disruptive technologies can your organisation embed to get ahead of the curve and future-proof loyalty strategies?
  • Address evolving customer expectations and move away from static digital features towards integrating more self-service tools to better understand customers by collecting data from their actions
  • Don’t miss inspiring insights and best practices shared from industry experts to create flexible and adaptable loyalty and retention strategies that your support customers and showcase lasting results

Ash Madhav, Head of Customer Insight & Engagement, REVOLUTION BEAUTY

Andreas Marneris, Head of Consumer Lending Business, Eurobank

Claire Burley, Senior Manager CRM & Loyalty, Heathrow

Adam Mills, Head of Insight & Loyalty, The Wine Society

Paul Smitton, CEO Asia Miles & Director Customer Lifestyle, Cathay Pacific

17.20

CLOSING REMARKS

Afternoon Co-Chairs’ Closing Remarks & Official Close Of Conference