New, Innovative, Personalised, AI-Smart & Customer-Centric Loyalty, Retention & CRM Strategies
4th Annual One-Day, Industry-Led Conference & Networking Exhibition | London | 23rd April 2026
You will shortly receive an email with a further £20 off, if you don’t receive your discount please email
info@customerloyaltyconference.com
08.30 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Chair’s Opening Remarks
Will Pearl, Head of Loyalty & CRM, B&Q
INTELLIGENT AUTOMATION & AI INTEGRATION
09.10 Leverage Accessible & Responsible AI To Elevate Customer Engagement & Retention, Drive Operational Efficiency & Deliver Measurable Business Impact Across Every Touchpoint
- Enhance user experiences and build stronger audience connections across every touchpoint with AI that powers tailor-made and personalised communication strategies
- Making AI accessible: Demystify AI, cut through noise, simplify implementation, and unlock early value with practical, business-ready use cases
- Explore where AI delivers true operational value, from intelligent routing to deeper customer insight and how to move from concept to measurable outcomes
- AI with accountability: tackle the critical ethical questions surrounding AI adoption, from responsible use and bias reduction to transparency and long-term trust
ENHANCED CUSTOMER INSIGHTS & PRECISION TARGETING
09.30 Maximise Key Data Insights & Critical Customer Feedback For Enhanced Brand Experiences & Secured Business Success Through Maximised Loyalty
- Do you truly know your customers? How can you action key data insights across channels to create accurate customer segments and deliver hyper-personalised communications?
- Make your mistakes count! Exploit post-purchase customer feedback to identify pain points, improve purchase experiences, and maximise loyalty and retention
- Build consumer trust and amplify retention with customer profiling data that remains sophisticated, secure and compliant, to nurture customer satisfaction and power engagement
Elena Reilly, CX Insights Lead, Entain
MATALAN CASE STUDY: UPDATING THE FIRST RETAIL LOYALTY PROGRAMME FOR THE MODERN WORLD
09.50 Rachel Liversedge, Head of Loyalty & CRM, Matalan
10.10 Bonus Session; Reserved For Exclusive Conference Partner
10.40 Morning Refreshment Break With Informal Networking
PROACTIVE & POWERFUL PERSONALISATION
PANEL Q&A
11.10 Sophisticated Data & AI-Powered Personalisation Strategies That Transform Customer Journeys, Unlock Deeper Brand Connections & Guarantee Boosted Retention Rates
- Utilise developments in artificial intelligence to deliver scalable, hyper-personalised customer experiences that create lasting brand loyalty
- Unlock untapped tech potential to support tailor-made loyalty approaches that transform one-time buyers into lifelong brand advocates
- Don’t overdo it! Deliver meaningful value for customers and avoid over-personalisation with relevant and appropriate personalised communications
- Needs-based, lifecycle stage, behavioural… how has customer segmentation matured over time and what are the key lessons from early adopters that are shaping today’s personalisation strategies?
Grant Baillie, Head of CRM, Secret Escapes
Dominic Rehn, Group Head of Marketing Data Science, TUI
Jason Cort, Head of CRM Operations, Co-op
Ben Hammond, CRM Director, BBC Studios
Charlotte May, Head of Customer Experience & Research, Legal & General
HIGH-IMPACT CHANNELS & CONTENT STRATEGIES
11.40 Harness Innovative Content Strategies & Master Omnichannel Experiences Content To Capture Attention, Fuel Brand Engagement & Drive Lasting Loyalty
- Social media tactics and loyalty strategies go hand in hand: how can user-generated content and social communities maximise online engagement and drive brand loyalty
- The ultimate omnichannel experience! Successfully and seamlessly connect consumer touchpoints to deliver a brand journey which keeps customers coming back
- The average human has an attention span of 8 seconds… what content can be produced to make the most of those crucial seconds, boost click-throughs and increase conversion rates?
- The right channels for the right customer! Determine how your customers would like to be communicated with and provide the most relevant and engaging experience for maximised retention rates and guarantee brand loyalty
NEXT-LEVEL LOYALTY & RETENTION STRATEGIES
PANEL Q&A
12.00 Cutting-Edge Tactics That Engage Customers, Drive Brand Advocacy & Build Lasting Loyalty & Customer Retention
- Duolingo, Starbucks, Headspace…. explore the biggest success stories in gamification, how can you generate content-based engagement for memorable and long-standing connections with your customers?
- Harness your customers’ demographic, purchase, and behavioural data to deliver tailored and seamless experiences that keep customers coming back year on year
- Prioritise a holistic view of customer journeys to truly understand your consumer base and nurture a successful loyalty program that boosts bottom-line results
- With habits forming in as little as 60 days, what are your customers prioritising now—and how can your brand tap into these emerging behaviours to shape loyalty in 2027 and beyond?
Leo Faure, Head of Customer Retention, ProCook
Amy Harman, Global Customer Marketing Director, Skincare & Wellness, Puig
Sean Carrigan, Head of Membership & Loyalty, ATG Entertainment
Orla Ridge, CRM Manager, Mindful Chef
Anne Blight, Head of Loyalty & Engagement, Euro Car Parts Ltd.
12.30 Bonus Session; Reserved For Exclusive Conference Partner
13.00 Lunch & Informal Networking For Speakers, Delegates & Partners
14.00 Afternoon Chair’s Opening Remarks
Darren Kent, IT Marketing Platform Manager, Aviva
SEAMLESS CUSTOMER JOURNEY ORCHESTRATION
DOUBLE PERSPECTIVE
14.10 Drive Cross-Channel Consistency & Ease Customer Pain Points For Elevated Brand Experiences, Boosted Engagement Rates & Winning Loyalty
- Identify key moments of friction, hesitation, or uncertainty in the customer journey to provide easy-to-navigate and accessible customer experiences that increase satisfaction and maximise conversions
- Integrate CRM and loyalty programme data to create a unified customer view, resolve pain points, and deliver timely, personalised interactions that drive deeper engagement
- Leave them wanting more… whether that be personalised post-purchase offers or detailed tracking information- what action can be taken post-purchase to engage and retain customers?
14.10 Perspective 1:
Razia Aziz, Head of Retention & Loyalty, Whittard of Chelsea
14.30 Perspective 2:
Shankar Vasudevan, Head Of Customer Lifecycle Engineering, London Stock Exchange Group
INTERACTIVE DELEGATE DISCUSSION:
14.50 Rewards & Benefits
Shetal Bhatt, Global Head of Digital Marketing, Loyalty & Consumer Engagement, Costa Coffee
Ed Child, Global Head of Digital Marketing (Consumer Data & Analytics), Costa Coffee
VIRGIN ACTIVE CASE STUDY: CREATING PREMIUM EXPERIENCES: PERSONALISATION FOR LASTING LOYALTY
15.10 Penny Meade, Head of Central Membership & Commercial Training, Virgin Active
15.30 Bonus Session; Reserved For Exclusive Conference Partner
15.45 Afternoon Refreshment Break With Informal Networking
OPENREACH CASE STUDY: DRIVING CUSTOMER ATTRACTION, RETENTION & STICKINESS
16.15 Eifion Lloyd, Senior Manager – Customer Enablement & Strategy, Openreach
DELEGATE DISCUSSION: INDUSTRY BENCHMARKING: PIONEERING THE FUTURE OF LOYALTY STRATEGIES
INTERACTIVE DELEGATE DISCUSSION
16.35 Are You Ready? Leverage Emerging Technologies & Build Agile & Future-Proofed Loyalty Strategies For Lasting Customer Loyalty & Retention Success
- What is the future for loyalty and retention strategies? Benchmark with industry peers and forecast the key innovations set to inform the loyalty landscape in 2027 and beyond
- Prepare for the unpredictable! With markets and customer behaviour changing at an ever-more rapid rate, how can we build on-trend and flexible loyalty strategies which can adapt to an uncertain future?
- Augmented reality, predictive customer intelligence, blockchain… what disruptive technologies are available and impacting the next generation of customer communications and experiences?
MEASURING TANGIBLE RESULTS & ROI: GATHERING CRITICAL LEADERSHIP BUY-IN
DOUBLE PERSPECTIVE
16.55 Examine Measurement Tactics & Benchmark Performance To Secure Buy-In, Boost Brand Engagement, & Fuel Lasting Loyalty & Commercial Growth
- Winning hearts, minds and budgets: clear roadmaps, aligned business needs, successful metrics… how to gather critical leadership buy-in for your loyalty journey
- Leverage customer feedback and listening tools to craft innovative strategies that boost engagement and secure lasting retention
- Which key KPIs and benchmarks evaluate your customer-focused processes and business model performance, and are you using these insights affectively to fuel meaningful growth?
16.55 Perspective 1:
Beth Lewis, Senior Loyalty Manager, Domino’s
17.15 Perspective 2:
Andrew Clarke, Head of Digital Experience, Virgin Experience Days & Virgin Gifts US
17.35 Afternoon Chair’s Closing Remarks & Official Close of Conference
Darren Kent, IT Marketing Platform Manager, Aviva
