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Agenda
WEDNESDAY, APRIL 17
8:30 Registration Opens
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Specialty coffees, tea, fresh still sparking water, and fruit is available in the registration area throughout the entire event.
9:00 Welcome To The Power Of Intelligent Loyalty!
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2024 is the year of intelligent loyalty where technical innovation meets customer devotion. Founder of the Loyalty Summit Tommy Danielsen sets the stage for two days of Loyalty Intelligentsia.
•Tommy Danielsen, Founder, Loyalty Summit
9:15 Chair Keynote
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Loyalty Summit co-chairs Charlie Hills and Iain Pringle kick off the day with their introduction to the power of Intelligent Loyalty.
• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Iain Pringle, Managing Partner, New World Loyalty
TRACK 1: BEAUTIFUL BASICS: UNLOCKING THE INTELLIGENCE OF LOYALTY FUNDAMENTALS
Empower your team with a comprehensive exploration of the nuts-and-bolts fundamentals of successful loyalty programs – focusing on the customer first. Our keynote and panel discussions will explore the importance of understanding your audience, dissect real-world case studies and provide valuable insights into getting loyalty right.
9:50 From explosive growth to maturity: A coalition-eye view of loyalty and what comes next.
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HYBRID KEYNOTE
With the growth of recognition based loyalty are programs like Nectar still relevant? How have things changed over the past 5 years? How might things change over the next 5 years? How is Nectar leveraging the power of data to improve member experience and engagement?
• Dom Winchester, Loyalty Strategy Director, Nectar360
• James Howland, Partner Director, Nectar360
10:10 Is Transactional Loyalty Dead?
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KEYNOTE DISCUSSION
Panel of experts with experience of recognition and points based programs discuss and debate the issues raised.
• Dom Winchester, Loyalty Strategy Director, Nectar360
• Penny Shaw, Former Global Loyalty Manager, IKEA
• James Howland, Partner Director, Nectar360
• Zofia Wozniak, Consulting Director Retail Loyalty, Comarch
• Iain Pringle, Managing Partner, New World Loyalty
10:40 Networking And Morning Refreshments Break
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11:00 Building Real Fan Engagement
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EXECUTIVE INTERVIEW
A key role of many loyalty programs is to engage customers, but in an industry where fans are already passionate how do sports brands use loyalty marketing approaches to build fan engagement and drive value?
• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Elliot Warman, Digital Product Manager, Oracle Red Bull Racing
11:30 How Promotions And Loyalty Programmes Can Be Optimised For Maximum Impact And Its Interaction With Customers
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FIRESIDE CHAT #1
Presented by
Join us to hear about the intersections between promotions and loyalty programmes and how the very best loyalty programmes leverage and activate promotions for their members.
• Sam Panzer, Director, Industry Strategy, Talon.One
• Charlie Hills, Chief Strategy Officer, Mando-Connect
12:00 Why change something that works, and how will the new company turbocharge their loyalty programs?
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PANEL DISCUSSION
Join us to hear an update on plans to consolidate the loyalty propositions at Norwegian and Strawberry to create a new coalition in the Nordics.
• Iain Pringle, Managing Partner, New World Loyalty
• Håvard Uglem Hovdahl, VP Loyalty, Strawberry
• Cecilie Nybø Carlsen, VP Product & Customer Experience, Norwegian
• May Haukedahl Wilson, Chief Loyalty & Partnerships Officer, LoyaltyCo
12:45 Lunch and Networking Break
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TRACK 2: CULTURAL CONNECTIONS: UNLOCKING THE INTELLIGENCE OF DIVERSE MARKETS
Discover the art of cultural intelligence in loyalty marketing. Our keynote and panel discussions will explore the nuances of building loyalty in diverse European markets that resonate across cultures, incorporate sustainability and diversity, and foster long-lasting connections with your best customers.
14:30 Building Real Fan Engagement
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HYBRID KEYNOTE
It has never been more important to look at the bigger picture, to look outside of your own brand experience, sector, audience and market. We are proud to exclusively share the second edition of the Mando-Connect and YouGov research “Understanding Loyalty in Europe 2.0”. It explores membership, appeal and impact across 24 European markets, alongside compelling case studies, stories and market examples. Find out where your market sits!
• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Nick Fishbourne, Group Account Director, Agencies, YouGov
14:50 Understanding Loyalty Across Europe
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KEYNOTE DISCUSSION
Panel of experts with experience of recognition and points based programs discuss and debate the issues raised.
• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Nick Fishbourne, Group Account Director, Agencies, YouGov
• Rasmus Houlind, CXO, Agillic
• Rit Luttmer, Consultant & Founder, Loyalty Chiefs
• Zsuzsa Kecsmar, Co-Founder and Chief Strategy Officer, Antavo
15:10 The Importance Of Emotional Loyalty
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FIRESIDE CHAT
Presented by
How to foster long term customer loyalty in challenging economic times. The importance of Emotional Loyalty and how it will help to create long term customer loyalty.
• Pavel Los, Consumer Loyalty Specialist, New World Loyalty
• Geraldine Vercruysse, Senior Business Solutions Manager Europe, Comarch
15:40 Networking and Afternoon Refreshments Break
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16:10 Cultural Connections Roundtable – Running Loyalty Programs Across Different Countries
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PANEL DISCUSSION
Operating loyalty programs across different markets with diverse cultures, needs and currencies is not easy. In this session our panel of experts who all have hands-one experience of operating cross-border programs explore the challenges and opportunities.
• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Nicki Helfet, Global Loyalty Lead, Ralph Lauren
• Elliot Warman, Digital Product Manager, Oracle Red Bull Racing
• Donna Orman, Senior Director, Loyalty, Nike EMEA
• Penny Shaw, Former Global Loyalty Manager, IKEA
16:40 Loyalty Repair Shop
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INTERACTIVE SESSION
What are the issues within your program that you would love to fix? This session is your chance to raise these issues with an expert panel to explore real answers to real problems.
• Pavel Los, Consumer Loyalty Specialist, New World Loyalty
• Rob Chandler, Head of Marketing Science UK & EMEA, Ogilvy
• Koos Berkhout, Founder, Tecsa Group
• Iain Pringle, Managing Partner, New World Loyalty
17:20 Day 1 Closing Remarks
SUMMARY
18:00 LOYALTY LEADERS NETWORKING PARTY
All CXM Conference Registrants Welcome!
18:45 DINNER IN TIVOLI GARDENS
Separate Advance Registration Required; No Walk-Ups
THURSDAY, APRIL 18
8:30 Welcome and Introduction
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Loyalty Summit co-chairs Charlie Hills and Iain Pringle kick off the day with their introduction to the Day 2 tracks and sessions.
• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Iain Pringle, Managing Partner, New World Loyalty
TRACK 3: TECH TRENDS: UNLOCKING INTELLIGENT TECHNOLOGY APPLICATIONS
Embark on a journey through the latest technological frontiers shaping the future of retail customer loyalty. Our retail experts will illuminate the trends driving loyalty technology including the latest innovations in AI, personalization, and machine learning that are redefining customer-brand relationships across Europe. RESTAURANT PUBLIC villa copenhagen
8:40 Using AI to Optimise Outcome Based Marketing
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KEYNOTE
Presented by
The most overused loyalty term in 2024 must be Artificial Intelligence but how can this technology be harnessed by your program to make a step change in performance?
• Stephen Barr, SVP Data & Algorithms, Kognitiv
9:00 How will AI impact the loyalty industry and how will brands and customers benefit most?
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KEYNOTE DISCUSSION
Presented by
Panel of experts with experience in implementing AI solutions discuss and debate the issues raised.
• Jan Boluminski, Managing Partner, Envolved GmbH
• Stephen Barr, SVP Data & Algorithms, Kognitiv
• Rob Chandler, Head of Marketing Science UK & EMEA, Ogilvy
• Tero Heinonen, Co-Founder and Chairman, LastBot
9:20 How Loyalty Can Play A Part In Digital Transformation Of A Brand. And It’s Interaction With Customers?
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FIRESIDE CHAT
Presented by
As the leading grocer in Denmark Coop wanted to transform the customer experience to a digital first strategy. How was this objective achieved? What were the challenges along the way and how have customers and the brand befitted from the end result?
• Pavel Los, Consumer Loyalty Specialist, New World Loyalty
• Anders Mittag, CCO, Lobyco
• Anders Felbo Pold, Head of Digital Customer Experience and Loyalty, Coop Denmark
9:50 Intelligent Technology Roundtable – What Are The Emerging Technology Trends In Loyalty And Where Will Be In 5 Years Time?
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Presented by
Barely a day goes by when there is not a new loyalty technology in the market but, meanwhile, most customers still use plastic cards to collect. So what technologies are the ones to watch and where will be in 5 years time?
• Koos Berkhout, Co-Founder, Tecsa Group
• Anders Mittag, CCO, Lobyco
• Anders Felbo Pold, Head of Digital Customer Experience and Loyalty, Coop Denmark
•Tero Heinonen, Co-Founder and Charman, LastBot
10:20 Networking and Morning Refreshments Break
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10:40 The Importance Of Emotional Loyalty
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FIRESIDE CHAT
Presented by
• Simon Tavernier, Founder & CEO, Stampix
• David Feldman, Global Conference Chair and Airline Loyalty Expert, Loyalty Summit
TRACK 4: DATA DYNAMICS: UNLOCKING INTELLIGENT CUSTOMER INSIGHTS
Delve into the core of intelligent loyalty as we explore how the best are unlocking the power of data and insight to understand their best customers and optimise their loyalty strategies. Join industry leaders in a captivating keynote followed by a dynamic panel discussion, exploring how data dynamics shape personalised and effective loyalty strategies.
11:05 Monetising Loyalty Data Through Retail Media Sales
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KEYNOTE
As grocery brands can now make £100 million plus per year from media sales we explore how loyalty data provided the spark that re-ignited the growth of loyalty in the UK.
• Steve Gray, Director, SG-retail
11:25 Unlocking Incremental Revenue: Harnessing the Power of Alternative Loyalty Payments
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FIRESIDE CHAT
Presented by
• Jonathan Silver, CEO, Engage People
• David Feldman, Global Conference Chair and Airline Loyalty Expert, Loyalty Summit
11:45 Data Dynamics Roundtable – How to use data to make a real and lasting impact on the business?
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In this session our panel will explore practical steps to help get the most value from data insight? How to make the biggest impact? How to get the most from
your insight team? What are the minimum reporting standards? How to attract and keep talent? How to move beyond segmentation and targeting into quality?
• Steve Gray, Director, SG-retail
• Lindsay Landy, Global Strategy Partner, Ogilvy
• Jurgen Swaans, Founder, Neoday
• Sondre Wassås, CEO, Partner, Advisor, CPM Analytics
12:15 Lunch & Networking Break
13:40 Driving Loyalty – Navigating the future of Mobility
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ROUNDTABLE DISCUSSION
Presented by
• Jan Boluminski, Managing Partner, Envolved GmbH
• Sascha Coccorullo, Director Strategy, New Business Development & Research, ADAC
• Isabelle Rubbrecht, Head of Customer Loyalty, Toyota
• Georgia Herring, Senior Customer Value Propositions Manager, The AA
14:20 Future Trends in Loyalty – Why Gamification Is A Key Trend
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FIRESIDE CHAT
The discussion will cover why brands use gamicication and how it enhances the user experience, gather smart data, increase frequency of contact, create habits and provide informative content. .
• Tom Peace, Managing Director, The Loyalty People
• Nicki Helfet, Global Loyalty Lead, Ralph Lauren
TRACK 5: UNBREAKABLE BONDS: UNLOCKING THE INTELLIGENCE BEHIND LOYALTY PARTNERSHIPS
Expand the power of your loyalty strategy with insights into the powerful partnerships fueling today’s retail loyalty initiatives. Our keynote and panel discussions will leverage case studies and identify key best practices in harnessing the power of loyalty partnerships to fuel relationships with your best customers.
14:50 Maximising Member Engagement Through Brand Partnerships
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KEYNOTE
Successful member engagement is at the heart of every loyalty strategy. In this session learn how the multi-award-winning “VeryMe Rewards from Vodafone” program has achieved record breaking member engagement by unlocking the power of brand partnerships to excite, inspire and delight its millions of members.
• Helen Maxfield, Joint Lead, VeryMe Rewards from Vodafone
• Jo Ashdown, Managing Director, Mando-Connect
15:10 Brand Partnerships
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KEYNOTE DISCUSSION
Panel of experts with hands-on experience of building successful brand partnerships discuss and debate the issues raised.
• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Helen Maxfield, Joint Lead, VeryMe Rewards from Vodafone
• Jo Ashdown, Managing Director, Mando-Connect
• Donna Orman, Senior Director, Loyalty, Nike EMEA
• Georgia Herring, Senior Customer Value Propositions Manager, The AA
15:30 Networking and Afternoon Refreshments
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15:50 Virgin Red Story
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FIRESIDE CHAT
How a loyalty program can bring together diverse propositions from across the Virgin world into a single coherent loyalty strategy.
• Iain Pringle, Managing Partner, New World Loyalty
• Katherine Summers, Director of Business Development and Partnerships, Virgin Red
16:20 Unbreakable Bonds Roundtable – Exploring the roles for & types of partnerships in loyalty programs
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ROUNDTABLE
For as long as loyalty programs have existed partnerships have been used to engage customers through faster collection or better value rewards. In loyalty today there are many ways in which brands can team up, so what is right for your brand what lessons can be learned from others?
• Dom Winchester, Loyalty Strategy Director, Nectar360
• Jonny Greenslade-Cross, Proposition Owner, Vodafone UK (VOXI)
• Shivali Ramanandi, Group Head of Partnerships, Vue International
• Jo Ashdown, Managing Director, Mando-Connect
• Simon Tavernier, Founder & CEO, Stampix
16:50 Closing Remarks
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• Charlie Hills, Chief Strategy Officer, Mando-Connect
• Iain Pringle, Managing Partner, New World Loyalty
Thank you for joining us!
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Helping grocery retailers turn Loyalty into habits and Promotions into revenue
AI driven personalisation
Reward shoppers in real-time
Gamification to drive engagement
