Customer Loyalty & Retention • Data & Targeting • Automation & AI • Customer-Centric Journeys • Inspiring Personalisation • Customer Engagement • Measuring Tangible Results • Channels & Content • Future CRM Innovations
A One-Day, Cross-Sector Conference & Networking Event, Marble Thistle Arch, Central London, 30th November 2022
08.40 Registration, Informal Networking & GIC Welcome
09.00 Morning Co-Chair Opening Remarks
Tash Whitmey, Group Director of Loyalty, Membership & CRM, Tesco
09.10 Develop Consumer Insight-Driven & Adaptable Loyalty Programmes Which Enhance Customer & Shopper Experiences & Drive Retention Rates
Erica Landonio, Head of Marketing CRM, Treatwell
09.30 Harness The Power Of Data Insights & Analytics To Inform & Develop An Engaging & Personalised Loyalty & Retention Strategy
David Walker, Head of Lifetime Customer Value, OVO Energy
09.50 Customer Loyalty Programs and the acquisition of First Party Data
Ralph Browning, Business Development Director, Epsilon
10.05 Morning Refreshment Break With Informal Networking
10.35 Bonus Session; Reserved For Exclusive Conference Partner
10.50 Guarantee Sky-High Retention Rates By Establishing & Developing Deeper Relationships With Your Consumers With The Latest Insights Set To Power Forward Your Strategies
Emma Headland, Global Retention Specialist, Vodafone
Dan Brookes, CRM & Loyalty Manager, Boots Opticians
Akis Chatzimeletiou, Head of Business & Growth, Europe, Kaleyra
11.20 The Blueprint To A Successful Customer Loyalty Strategy
Simon Jeffs, Principle Marketing Strategist , Cheetah Digital
11.35 Stand Out From The Crowd & Build Genuine & Authentic Relationships With Your Customers To Achieve Sky-High Engagement
Which Drives Forward Customer Loyalty & Retention
Gianfranco Cuzziol, Former Group CRM & Personalisation Head, Natura &Co
Tanvi Gupta Stephens, Director, Customer Engagement Management, Barclays
12.15 Bonus Session; Reserved For Exclusive Conference Partner
12.30 Lunch & Informal Networking For Speakers, Delegates & Partners
13.00 Informal Breakout Discussions – Peer-To-Peer
a) AI & ML
b) Subject Line Testing
c) Customer Segmentation
13.30 Afternoon Co-Chairs’ Opening Remarks
Tash Whitmey, Group Director of Loyalty, Membership & CRM, Tesco
13.40 Advance Your Personalisation Strategies With Tailored, Customised & Data-Led Strategies Which Guarantee & Secure Sky-High Customer Engagement, Loyalty & Retention
Kushla Gopal, Loyalty Programme Director, Coutts
Dominic James, Executive Director, Global Customer Engagement, MSD
Gianfranco Cuzziol, Group CRM & Personalisation Head, Natura &Co
Victoria Page, Head of DCDA & Business Energy Intelligence, SSE Energy Solutions
Ruth Finnis, Vice President of Loyalty & Partnerships, Accor
Ingrid van Ruiswijk, Manager Customer Service DTC, New Balance
14.15 Four Strategies Proven To Increase Customer Lifetime Value In Times Of Uncertainty
Ned Warne, Digital Growth Consultant, Insider
The cost of living crisis is a concern for most and will undoubtedly lead to changes in consumer behavior and spending habits. How you react and engage with customers may dictate how you weather the storm.
This session will cover how understanding and responding to customer preferences can increase customer engagement and long-lasting loyalty.
14.30 Boost Marketing Performance, Enhance Personalisation Capabilities & Improve Conversion Rates With New & Innovative Automation & AI Strategies
Dimitar Alexander, CRM Change Consultant, M&G
14.50 Afternoon Break With Informal Networking
15.30 Deliver Exciting, Interactive & Revitalised Content Through Seamless Multi-Channel Engagement, Loyalty & Retention Strategies To Fuel Increased Brand Interaction
Maria Aldridge, Digital Marketing Lead-Fashion & Beauty, Sainsbury’s
15.50 Future-Proof & Evolve Your CRM, Loyalty & Retention Capabilities By Harnessing The Latest Shifts In Technological Advancements & Implementing Game-Changing Innovations For Maximum Results
Hollie McLellan, Head of Customer Marketing & Loyalty, Boots UK
Seema Kumari, Senior Marketing & CRM Director, Hearst UK
16.20 Afternoon Co-Chairs’ Closing Remarks & Official Close Of Conference
Michele Lockwood, Head of Performance Marketing & CRM, New Look
Tash Whitmey, Group Director of Loyalty, Membership & CRM, Tesco