Customer Loyalty Conference is the EVENT for you who wants to stay updated with the latest in Customer Loyalty, CRM and Customer Experience. The conference is for you who work with Customer Loyalty, CRM or Customer Experience or related fields. This is the 9th year Customer Loyalty Conference is being organized in Stockholm and so far it has been + 3200 participants since start.
Become customer obsessed
We have gathered experts and exciting cases from Sweden and internationally on current topics such as Customer Experience, Loyalty, Sustainability, Marketing Automation and a lot more.
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Listen to international experts
Get access to their presentations after the event.
Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 20 years. His passion and expertise have helped to improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe. When he doesn’t work with clients somewhere on the planet, Stefan shares his insights and anecdotes as a global keynote speaker, trainer, and author.
Mark de Bruijn is a Dutch customer experience author, expert and regular keynote speaker who has worked for various larger software companies such as EY, SAP, Workiva and Smartly.io. In addition, he was affiliated with Avans University as a lecturer. LinkedIn named Mark one of the most engaged marketers and Hottopics included him on the list of 100 best B2B marketing leaders of 2019. his book, Customer Are People Too, was released in February this year. He loves sharing his story around delivering an exceptional customer experience, and adds the human element to today’s technology focused world.
Tom is a serial intrapreneur who has spent the last 10 years on reinventing the way companies connect with & understand consumers. As a Managing Partner and a global expert in consumer & employee collaboration, Tom is now leading InSites Consulting's efforts to make companies more consumer connected & to let them innovate with the creative power and the speed of a start-up, through a 'Service with a Software' solution (‘Insight Activation Studio’) and training/coaching sessions. Tom is doing consulting work for major global brands and has given more than 500 (keynote) speeches all around the world (40 countries) at marketing, research & technology conferences.
MariAnne has throughout her carrier focused on CRM, with a passion for meeting customer needs and driving business value as well as building the capabilities needed to succeed; customer insight, marketing and analytical competences, technology development, process efficiency, business acumen and team collaboration. She has a background as a management consultant but during the last 7 years has been responsible for leading CRM teams across different companies and industries. At Swedbank she heads the Customer Value Communication team on Group level and is driving the marketing automation and customer centricity journey; going from postal manual marketing campaigns to an agile data driven omnichannel Next Best Action operation.
Richard is experienced in leading large scale customer experience and CRM transformations in all areas of the customer journey from marketing, sales, service and analytics to loyalty. Since 2019 he has launched a Shared Service for Customer Value Communication delivering personalised marketing and service communications within Swedbank and the 58 partner Savings Banks/ Sparbankerna. He is a champion for collaboration and over the past 15 years has led global customer transformations both inhouse and as a management consultant for some of the world’s largest consumer brands including Volvo Cars, Heineken and Cadburys.
Robin has worked 20 years with digitalization of the financial services industry – including trading, retail banking and insurance. Previous employments at Nasdaq OMX, Accenture and Skandia. Key focus in current role at SBAB is the combination of eXperience and eXecution – mainly related to the digital offering.
Petter draws up the strategy for meaningful and effective dialogue with Lifvs' customers. At the same time, he is involved in designing the entire Lifvs offerings and customer journey with the Lifvs app in the center. It is partly about working methodically with data and insight, but at the same time being quick-footed, trying new things and learning during the journey. Petter has a background in customer loyalty, data-driven marketing and marketing automation. His experience comes from his former jobs as marketing manager at Hyper Island and sales manager at Intermail, a listed company within customer loyalty platforms working tothegther with companies such as Choice Hotels, SAS and HM as customers.
Sam brings more than 15 years of B2B and B2C marketing experience to Selligent, with a focus on digital marketing, advertising, customer journey and experience mapping, demand generation, and brand management. He is responsible for building and executing Selligent's global digital strategy, including driving brand awareness and sales across digital channels.
Arne B Andersson or perhaps better known as "ArnepåPosten" has closely followed the e-commerce development since the mid-nineties. Arne is one of Sweden's foremost e-commerce experts who possesses unique knowledge, including being deeply involved in the development of Postnord's e-commerce reports, where the most well-known is the E-barometer. Arne is also a frequently hired lecturer and advisor, not least when it comes to how to relate to Amazon.
Mats founded Wednesday Relations 2002 and have extended experience in marketing, sales, digital business and CRM. Mats has worked in line-positions within marketing and sales in Sweden and worldwide. Together with Wednesday Relations, Mats has created a lot of conferences and seminars, and is also a very popular and well-experienced moderator.
*Subject to change
Breakfast webinars: 08.00 - 08.50
Conference: 09.00 - 15.45
08:00
This event will provide insights into how Non-Governmental Organisations (NGOs) can build omnichannel communications with Agillic to deepen customer relationships. In a largely campaign-driven industry, converting one-off donors to regular ones can massively impact the bottom line. Using the Swedish Red Cross as a case, Agillic CXO Rasmus Houlind will show how NGOs can easily onboard onto Agillic and leverage individual donations into lasting customer relationships.
Rasmus Houlind
Chief Experience Officer @ agillic
08:00
This breakfast seminar will suit you whether your organization has just begun to measure the customer experience, or if you are striving to take the next step. Nepa's CX experts will provide you with valuable advices and inspiration on how to make your CX program more successful.
* This Session will be held in Swedish
Lena Landahl & Simon Fattal
HEAD OF CX SWEDEN & SENIORKONSULT/R&D @ nepa
09:00
Introduction
Mats Gustafsson
Founder @ Wednesday Relations
09.15
Today’s consumer and business reality are putting brands increasingly under pressure. More than ever, relevance is key join the ‘Copernican Brand Revolution’ where consumers are the center of marketing, not the brand itself. Learn why and how you can benefit from consumer centricity and being insight led. The interactive Keynote takes this to the next level, where you will get an overview of state of the art market research tools, learn how to craft insights and discover new ways to activate insights within your organization.
Tom De Ruyck
Managing Partner & Head of Insight Activation @ InSites Consulting
09.45
In this session Sam will reveal the results from the not yet released Selligent Connected Consumer Index report. The report surveyed 5,000 global consumers to ask how the pandemic has influenced their behaviour and to gauge how their expectations of engaging with brands are shifting. Discover:
Sam Counterman
Director of Marketing, Northern Europe & Global Digital Lead @Selligent Marketing Cloud
10.10
Mats Gustafsson
Founder @ Wednesday Relations
10.30
During the break we will conduct interviews with selected speakers.
11.00
*This session will be held in Swedish
Petter Andersson
Marknadschef @ LIFVS
11.30
Marianne Ygberg & Richard Burlace
Head of Customer Value Communication & Head of CVC Shared Service @ Swedbank
12.00
We take an hour break and refill our energy level.
During lunch we will conduct interviews with selected speakers.
13.00
* This Session will be held in Swedish
Arne Andersson
Senior E-commerce Advisor @ Postnord
13.30
*This session will be held in Swedish
Robin Silfverhielm
CXO @ SBAB
14.00
Panel discussion with:
14.30
During the break we will conduct interviews with selected speakers.
15:00
In the unbridled hunger for data it’s easy to forget that, as a brand, we focus on people. Therefore, it is not data, but emotions that should be central to the customer experience. We talk so much about technology in today’s world that we soon might forget about the human aspect. It’s not about data, but about what you do with it – so that, in the end, you can make a better connection with people and improve lives. Anyone who understands that will conquer the hearts of their customers forever.
Mark de Bruijn
Customer Experience Author & Expert. Marketing Director @ Smartly.io
15:15
Stefan Osthaus
CEO @ experience5
15:45
Mats Gustafsson
Founder @ WEDNESDAY RELATIONS
*Subject to change
About the event:
Customer Loyalty Conference is for those who work with Customer Loyalty, CRM and Customer Experience. A day where you get the latest trends, inspiration and new knowledge from Sweden’s best experts and companies. The conference is held annually in Stockholm and Gothenburg
Information:
Where: Online
When: 30 september 2020
Organizer:
Wednesday Relations AB
+46 (0)8 642 21 90
