CUstomer Loyalty Conference 

See you in Stockholm on June 1 | 2023
More details inbound!

 

THE FUTURE OF CUSTOMER LOYALTY, CRM & CUSTOMER EXPERIENCE

Customer Loyalty Conference is THE EVENT for professionells who want to stay updated and learn new emerging strategies within Customer Loyalty, CRM and Customer Experience.

This itteration will be held at Teaterskeppet in Stockholm, Sweden on June 1st. Join us in person and experience a whole day together with your fellow Customer Engagement, Marketing & Loyalty Professional, as we take you through a comprehensive loyalty journey.

WHY YOU SHOULD ATTEND!

    Become customer obsessed
We have gathered experts and exciting cases from Sweden and abroad on current topics such as Customer Experience, Loyalty, Sustainability, Marketing Automation and a lot more.

   Listen to international experts 
Get access to their presentations after the event.

 

SUBMIT TO STAY INFORMED ABOUT THE CONFERENCE

Some of our former participants ♥

  • ”MANY SPEAKERS INSPIRED ME AND GAVE ME GOOD EXAMPLES ON WHICH CHALLANGES THEY FACED IN THEIR PROFESSIONAL ROLES" 

    Johannes Nilsson, ICA Reklam

  • ”A GOOD MIX OF KNOWLEDGE AND INSPIRATION. REALITY AND FUTURE”

    Peter Olofsson, Ikano

  • "VERY GOOD MIX AND HIGH-LEVEL SPEAKERS. I LIKE TO GET INSPIRED FROM BOTH THEORETICS AND CASES FROM THE REAL WORLD"

  • "GREAT AND INTERESTING SPEAKERS. I LIKED THE TEMPO AND THE MUSIC. GOT VERY INSPIRED AND I CAME HOME WITH NEW ENERGY!"

    Annika Gremner, VP Marketing, Perstorp

  • "OPEN SPACE WAS A GOOD OPPORTUNITY TO TALK MORE WITH THE SPEAKERS. GREAT IDEA!"

    Said by former participant

  • "MYCKET VÄLARRANGERAT, HÖG NIVÅ PÅ ALLT"

    Helene Friberg, Marketing Manager, Autoconcept

 

SPEAKERS AT 2022 Edition

Ellen
Lübeck

Concept & Loyalty Business Developer | Lindex

Ellen Lübeck has been missioning on insights-driven customer centricity from the consultancy and agency side for over 10 years. About a year ago she joined Lindex and is driving the development of Lindex customer loyalty and building loyalty beyond transactions.

Bård Nordhagen

Acting Director of Marketing, Communication | SATS

Through position as Acting Director of Marketing, Communication, Digital sales and Member care, and previously Head of Marketing Programs SAS – Scandinavian Airlines, Bård have been experiencing the commercial and consumer communication challenges caused by the pandemic.

Ellinor
Axell

Head of Industry | Meta (Facebook)

Ellinor Axell has worked with digital Marketing and Customer Relationship & Value Management for over 10 years. Her expertise is to drive change and develop data driven and digital capabilities within Marketing and Sales organizations. Presently she is working at the Global Social Media Company Meta as Head of Industry.

Mattias Andersson

Co-Founder & Senior Advisor | Miltton Insights

Mattias has been in the customer loyalty area for a long time. Before co-founding Miltton Insights (Agency of the Year 2021, 2022 in the Marketing Data & Technology category) he has held the position of Head of CRM Analytics at Scandinavian Airlines, CRM & Loyalty Club Manager at Twilfit and Head of Analytics at 3. Mattias has been appointed top 30 in the World in CRM and he’s also judging in the global Echo Awards where they appoint the best data and customer driven communication in the world.

Marianne Stjernvall

Head of Customer Growth & Personalization | Coop Sverige

Marianne a.k.a the Queen of CRO, is one of the leading specialists within CRO and AB-testing. She is currently the Head of Customer Growth & Personalization at Coop Sweden, Founder of Queen of CRO, and advisor and partner at Bubbi AI.

Last Elite day she was awarded CRO practitioner of the year (in-house). She is also an appreciated speaker and leads both workshops for companies as well as educations at schools to get more great people into the world of experimentation. For Marianne - the key is to explain the complex world of data in an inspiring and pedagogical way.

Diana Uppman

Founder Beyond Tomorrow | Keynote Speaker and Futurist

Diana Uppman predicts the future, which is an appreciated art by both private companies and public organizations. Her background is in marketing, communication, philosophy, and urban planning but the main focus for the last 27 years is predicting the future. By studying human values and how different values leads people and organizations to different realities and strategies, she helps them to make conscious moves. She received the award Trend Agent of the Year, on the grounds of being able to "predict" the future and launch products and services, that turned an industy (Paint) in crisis into a thriving and successful industry.

Magith Noohukhan

Customer Engagement Evangelist | Braze

As an Evangelist at Braze, Magith Noohukhan addresses the company's global vision for customer engagement and how Braze can help brands feel empowered to create more meaningful, human conversations with their customers. Prior to joining Braze, Magith held Evangelist positions across Germany at XING and Indeed.com and has more than 10 years of marketing experience. He is currently based in London.

Bjorn
Smulders

Manager of Customer Experience | Carglass®

Based in the Netherlands and passionate about the power of data and omnichannel customer experience, Bjorn has been working with Carglass for more than six years. Prior to Carglass, he worked with a large omnichannel retailer and at an agency site. He currently leads the customer journey team.

Bella
Sörborn

Senior Service Designer | Lindex

Bella Sörborn has her roots in marketing but for the last 10-ish years she has been working with Service design in different companies and industries. The last 4 years she has been working at Lindex and since 2019 is part of the team focusing on creating sustainable circular business models with the mission to do good for the planet, the customer and Lindex.

Quentin Lebeau

CEO & Co-Founder | TokyWoky

Initially destined to a career in law, Quentin soon understood that building things that didn’t exist was what he wanted to do. He teamed up with his two co-founders Timothée Deschamps and Raphael Prat and immediately started working on their area of common - and profound - interest: community-building.
As CEO of TokyWoky, his focus has shifted from creating an innovative product to running a fast-growing business. Structuring business development, creating meaningful partnerships, and shaping a company culture he loves are his current challenges.

Andreas Månsson

M&C Data & CRM Director | Ericsson

A native digital marketing T-shaped profile expert, Andreas loves being part of driving, developing and implementing business strategies that enable the best customer experience to help drive meaningful growth and impact through the power of the technology and people.

Pelle Backmann

Head of Customer Value Communication Corporate | Swedbank

Pelle Backmann has years of experience from different leading positions in the area of customer relationship and value management within banking. The last 4 years as a part of the team within Swedbank transforming the way they communicate with customers; going from what the bank want to say, to what customers want to know.

Mats Gustafsson

Founder @ Wednesday Relations

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

Program from 2022 edition

07:30 - 08:00

Teaterskeppet | Skeppsbrokajen 104

Registration Breakfast Seminar

08:00 - 08:40

Breakfast seminar: Driving loyalty, retention and advocacy with brand communities

Discover the next-generation, experience-based approach to loyalty and advocacy, that typically triples customer lifetime value. TokyWoky powers the community platforms of global leaders such as L’Oréal, Kicks and Monki, allowing them to drive true customer engagement and repeat purchases through activities such as contests, product testing & reviews, events and UGC. Claudia Holm from KICKS joins the stage and share insight and best practices.

  • Why leveraging your best customers is the only scalable way to grow
  • How a brand community works and how members contribute
  • How to launch and run a successful brand community that retains customers and drives advocacy
  • Best practices from cases, Kicks and Monki

Quentin Lebeau

CEO & Co-Founder | TokyWoky

08:30 - 09:00

Teaterskeppet | Skeppsbrokajen 104

Registration Conference

.

09:00

CONFERENCE STARTS | Presentation in Swedish

Keynote: Re-Build Our Future Dreams

We must imagine a better world. Only by thinking about where we want to be tomorrow, can we grasp the trends and prompt the actions and commitments we need today. We are changing what we buy and from whom, how and where we work, what we do and how we live and organize our society. Diana will take us to a journey into five future trends that builds a higher commitment and bigger dreams.

Diana Uppman

Founder | Beyond Tomorrow, Keynote Speaker and Futurist

09:25

Welcome to Customer Loyalty Conference

  • We finally meet again
  • Hot topics 2022 and forward
  • Poll: What do the audience think?

Mats Gustafsson

Founder | Wednesday Relations

09:40

Keynote: Uncovering How Exceptional Brands Retain Their Customers and Build Loyalty

For any marketer, keeping a finger firmly on the pulse of customer preferences is essential, tracking digital footprints across multiple channels. The challenge comes with understanding those signals, acting in a way that is relevant and personal to that individual, while standing out in a crowded marketplace.

However, a number of exceptional brands are breaking out from the pack and have adapted their customer engagement strategies, resulting in higher customer lifetime value, lower customer acquisition costs, and long-term, capital-efficient business growth.

During this session you discover the game-changing actions they took!

Magith Noohukhan

Customer Engagement Evangelist | Braze

10.05

Interactive Session - Challenges for 2022

What challenges do we face 2022?
• Discuss with your neighbours
• We go thru the result on stage

Mats Gustafsson

Founder | Wednesday Relations

10.15

Pause

We take a break, mingle and refill our energy level.

10.45

Presentation in Swedish

Expert: Meta | How to drive loyalty and retention in a digital world

Still, existing customer communication mainly takes place  via “direct channels” such as SMS, email, DR or in App, and the use of Broad Media Channels towards existing customers is undeveloped, despite the fact that the technology and the possibilities have been around for a long time.

Traditionally companies uses social media platforms for Build building and acquisition “new sales” Campaigns, and misses the opportunity that many customers they communicate with on Facebook and Instagram are their existing customers.

Here, there is an opportunity to significantly increase the relevance and personal communication to existing customers on Meta's platforms, and if you are good at this, both media efficiency and business results (duration, churn and sales) will increase.

Ellinor Axell

Head of Industry | Meta (Facebook)

11.10

Case: Carglass | How to simultaneously improve customer experience and operational excellence to make our customers loyal

Carglass is widely known for its NPS-driven customer focus. Booking a windscreen repair is not fun shopping for most customers, so we only get one chance to do it right on average once every few years. In this session, Bjorn will share practical insights on how the company used data to transform and digitize its processes in a difficult market, to radically improve customer and employee experience. Learn how Carglass went from a traditional-based to an 80% digitally driven customer journey, while maintaining the Carglass spirit.

Bjorn Smulders

Manager of Customer Experience | Carglass®

11:35

Case: Ericsson | Ambitions: Use data, CRM and marketing automation to drive friction free experiences

Working, using and analyzing data in CRM and marketing automation platform enables us to design friction free experience that elevates customer experiences and deliver tangible value and impact.

Andreas Månsson

M&C Data & CRM Director | Ericsson

12.00

Lunch

We take a longer break and refill our energy level with a well deserved lunch onboard Teaterskeppet.

13.00

Presentation in Swedish

Case: Lindex | How to build sustainable customer loyalty

Lindex presented the best result ever in their financial report – and yet 22% less CO2 emissions and fewer new products sold. Listen on how Lindex takes their customer on the journey to become more sustainable and loyal to the brand at the same time.

Ellen Lübeck & Bella Sörborn

Concept & Loyalty Business Developer | Lindex & Senior Service Designer | Lindex

13.25

Case: Swedbank | Going from what we want to say, to what customers want to know

Pelle Backmann will share Swedbanks ventures into Customer Value Communication and next best action. An exciting case about the shift from product-centric to customer-centric communication. In a industry with a lot of customer data Swedbank has implemented a personalized and automated communication in an omni-channel context by using marketing automation and advanced analysis. This requires solid work in terms of customer journeys, segmentation, advanced analysis and not least a changed way of working.

Pelle Backmann

Head of Customer Value Communication Corporate | Swedbank

14:00

Case: Coop | Transformation Towards Hyper Personalisation

• The world of Experimentation & CRO
• Data – Insights – Action as a method
• Creating data-driven value

Marianne Stjernvall

Head of Customer Growth & Personalization | Coop Sverige

14:25

Pause

We take a break, mingle and refill our energy level.

14:55

Case: SATS | Happy new Habits

The pandemic have caused a severe hit to the public health. How have SATS adapted to new behavior and trends? Did the restrictions to the Fitness Industry force new thinking and innovation to meet member demands? And how did SATS stay relevant through communication with members, to inspire good health and activation.

Bård Nordhagen

Acting Director of Marketing, Communication | SATS

15:20

Presentation in Swedish

Keynote: Delivering the "unattainable" CX dream

Tech providers have for a long time stated that their services can deliver CX nirvana - The right message, in the right channel at the right time. Complete and utter bullshit (according to Mattias)!

Join Mattias for an exciting session where we will look at the different pieces of a complicated puzzle and how to best navigate the current landscape of buzzword (CDPs, Reverse ETL, DMPs, DSPs, CMS).

You will also learn:

  • How to get your data driven attribution or ROMI (Return on Marketing Investment) in place
  • Best practises on on how you can be more relevant, in a profitable way.

Mattias Andersson

Co-Founder & Partner | Miltton Insights

15:55

Summary and ending words

• New ideas and thoughts
• Some tips and tricks
• Expand your network

Mats Gustafsson

Founder | WEDNESDAY RELATIONS

Subject to change

PARTNERS JUNE 2022