Customer Loyalty Conference är för dig som vill ha koll på det senaste inom kundlojalitet, CRM och CX. En dag fylld med lärdomar, konkreta tips och massvis av inspiration från de främsta experterna och företagen. Under dagen får du även möjlighet att nätverka med branschkollegorna och dela erfarenheter med personer i en liknande roll som du.
Dagen vänder sig till dig som arbetar med kundlojalitet, CRM eller CX och arrangeras för 8:e året i rad i Göteborg med över +1 300 deltagare sen starten. Majoriteten av föredragen kommer att hållas på engelska samt modereras på engelska, så missa inte att rekomendera konferensen till alla i teamet!
Så här såg det ut på Customer Loyalty Conference i Stockholm 2019
This time in English!
This time the majority of the program will be held in English and the day will be moderated in English. So it is a great opportuniy for everyone to participate.
Bli customer obsessed
Vi har samlat experter och spännande case från Sverige och internationellt i ämnen som Customer Experience, AI, organisation, och mycket mer.
Meeting Zone
Nätverka och dela dina erfarenheter med branschkollegor och prata med talarna i meeting zone. Missa inte Loyalty Bar direkt efter konferensen!
Mätta och belåtna
Förmiddagsfika, lunch och eftermiddagsfika serveras under dagen.
Våra fantastiska deltagare
Konferensen hade 98% nöjda deltagare i Göteborg 2019.
Uppdateras löpande
Ian Golding, is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.
Claire is on a mission to inspire businesses to thrive and spiral up their profit by bringing more care into their businesses, nurturing a Caring Service Culture, enhancing their environments, increasing their employees’ engagement and customer loyalty, through a more focussed CX & EX Culture. Listed No 5 in the Top 30 Global Customer Service Gurus, Claire is an authority in the Employee & Customer Experience Industry, she is an Environment, People & Customer Relationships ‘Buzzational’ Speaker, Adviser & trainer; empowering businesses to make game-changing decisions by assessing, developing, implementing and measuring EX & CX strategies with her Caring Service Culture programme. She is the author of 2 books, Thrive with the Hive and Thriving by Caring, with its Audible version and its French version Prospérer en étant attentionné.
Joe MacLeod have decades of product development experience across digital, physical and service sectors. Previously Joe was Head of Design at the award-winning studio Ustwo, where he built and led one of the industries most respected design teams, with studios in London, New York, Sweden and Sydney. Joe has spent 3 years on the Closure Experiences project researching, writing and publishing the Ends book, which motivated joe to found the world’s first customer ending business, andEnd. where he is helping companies grapple with off-boarding in consumer experiences and countering numerous issue with consumerism. In the past years Joe has traveled all over the world raising awareness of the impact of endings through talks and training staff. Assessing current state of the consumer lifecycle through audits. Advising, designing and delivering ends to improve the wider business and the consumer experience.
For the past 3 years Anna has been working as Customer Experience Strategist at goodwine in Kyiv. During this time she has implemented MA-systems, developed an e-mail communication strategy and built a ecosystem around goodwine clients. She has also been a part of the goodwine mobile application launch. She has studied Data Analysis, Social Psychology, Sociological and Marketing Research at the National University of Kyiv-Mohyla Academy and holds a Masters degree in Sociology.
Michael Grimborg är en långväga mediaperson. Han började sin karriär som säljare för att sedan grunda och driva 2 mediabyråer tills han blev försäljningsdirektör för TV4 vilket var en post han behöll i 16 år. Sedan 5 år tillbaka är Michael nordisk Marknadsdirektör för Synsam Group.
Laura Tengerdi is Head of Marketing and Customer Experience of Budapest Bank, former GE Capital, Hungary. She has over 20 years of experience in brand marketing, customer marketing and customer experience, managing global and local brands and background in both B2B and B2C roles. She has a deep knowledge of a wide range of industrial sectors too. Her key qualities include a true enjoyment of developing strategies, or putting a fresh face on an already established brand. She is a big believer of the thought ’Customer First’, that mindset she mastered during the many years she spent as a senior leader in the Central-European Organisation of Unilever. Later in GE Capital and Budapest Bank she expanded her belief with putting employees in the forefront too. To top up her enthusiasm and experience in this field, she managed to become a CCXP (Certified Customer Experience Professional) in July 2018.
Victor Bäckman hjälper företag att förstå och ta vara på möjligheterna med mer avancerad analys som machine learning (eller i folkmun AI). Han har en teknisk bakgrund och har tidigare tillämpat machine learning inom bland annat retail. Utöver sin roll på Advectas har han även lite av en entreprenöriell sida och har drivit ett eget företag i många år.
Niclas has been driving change in business for more than 20 years, always putting customer first. Marketing, sales, product development – he’s done it all! Been working at Stena Line since 2016.
Linda Rosendal has developed customer centric marketing & loyalty across channels in a variety of industries, including Travel, Professional Haircare, Telecommunications, Both B2B & B2C. Been working at Stena Line since 2015.
Tim Stone brings over 20 years of extensive experience to his role at Selligent, with a strong background in demand generation, ABM, product marketing, channel marketing, field marketing, brand and marketing communications. Tim has also had successful tenures at Cisco and Polycom where he drove substantial growth in marketing generated pipeline and revenue. Tim is a passionate evangelist and recognised industry leader with a talent for developing and executing innovative marketing strategies and campaigns. Having worked extensively on SaaS business models, and with leading marketing and customer experience platforms, Tim is a strong leader with a wealth of relevant experience.
Tommy Brotte är expert och lärare på interaktiv möteskommunikation. Han har arbetat med möten och kommunikation i över 25 år. Idag driver han Interaktiva möten som dels skapar möten och konferenser med aktiva deltagare istället för passiv publik dels säljer man den mötesapp som vi använder under Customer Loyalty Conference.
Mats grundade Wednesday Relations 2002 och har gedigen erfarenhet av marknadsföring, försäljning, digitala affärer och CRM. Mats har arbetat i ledande befattningar inom marknadsföring och försäljning både i Sverige och internationellt. Tillsammans med Wednesday Relations har Mats utvecklat en stor mängd konferenser och seminarier inom ovan ämnen och är även en populär och erfaren moderator.
Frukostseminarium: 08.00 - 08.45
Konferens: 09.00 - 16.45
Programmet uppdateras löpande
07:30
Gothia Towers
Registration for the breakfast seminar opens at 07.30. Breakfast will be served.
08:00
Gothia Towers
Have you heard about Speech Analytics yet? It is becoming one of the most hyped up tools on the Swedish market right now. You may also have heard about Automated Quality Management? Now you have the chance to see for yourself what this is all about and how you can use these new tools to really improve your customer experience.
Christian Gabriel, Speech Analytics expert, and Johanna Bernshed, Quality Management Specialist, will introduce the tool and share hands on experiences from working with both Swedish and Danish companies:
Christian Gabriel & Johanna Bernshed
Speech Analytics expert & Quality Management Specialist @ Axcess Nordic
08.30
Gothia Towers
Registration for the conference opens
09.00
Gothia Towers
Opening words
Mats Gustafsson
Founder @ WEDNESDAY RELATIONS
09:15
Gothia Towers
This session will be held in English.
Ian Golding
Global Customer Experience Specialist @ Customer Experience Consultancy Ltd
09:55
Gothia Towers
This session will be held in English.
Tim Stone
Global Head of Revenue Marketing @ Selligent Marketing Cloud
10:30
Gothia Towers
Time for tea and coffee
11:00
Gothia Towers
• Hur fungerar AI rent konceptuellt?
• Vad är skillnaden mellan AI, machine learning och Data Science?
• Tillämpningar - hur kan tekniken användas inom kundanalys?
This session will be held in Swedish.
Victor Bäckman
Lead - Data Science @ Advectas
11:30
Gothia Towers
This session will be held in English.
Laura Tengerdi
Head of Marketing and Customer Experience @ Budapest bank
12.00
Gothia Towers
Time to fill up on energy.
13:00
Gothia Towers
Tommy Brotte
Grundare @ Interaktiva möten
13.15
Gothia Towers
Engaged, inspired, cared for employees feel good and they don’t just serve customers but they truly care about doing what is right for them and THAT IS what will increase customer loyalty, ultimately your bottom line.
According to a Gallup poll, a staggering 63% of employees said they are not engaged at work, compared to only 13% which are. And 24% are ‘actively disengaged’, indicating they are unhappy and unproductive at work and liable to spread negativity to coworkers.
Do you want to know the secret of success? putting your people first… Discover how to get your employees buzzed up, increasing your PEOPLE RELATIONSHIPS, showing them that you care will increase their loyalty and their performances.
Happy Employees = happy customers = happy bottom line…
This session will be held in English.
Claire Boscq-Scott
Environment, People & Customer Relationship Speaker, ECX Expert @ The Busy Queen Bee
14:00
Gothia Towers
Hur värderingsstyrda åtgärder hjälper till ökad kundlojalitet. Mer info kommer.
This session will be held in Swedish.
Michael Grimborg
CMO @ Synsam
14:30
Gothia Towers
15:00
Gothia Towers
Niclas Cullberg & Linda Rosendal
Head of Group Marketing & Omnichannel & Loyalty Manager
15:30
Gothia Towers
This session will be held in English.
Anna Zotova
Customer Experience Strategist @ goodwine
16:00
Gothia Towers
Many businesses are lost in an old model of consumer engagement, where on-boarding is costly, loyalty infinite, and off-boarding overlooked. In a new streamlined world, with consumers moving between multiple relationships, clean and considered endings will be a competitive differentiator.
This session will be held in English.
Joe Macleod
Founder, Author, Head of Endineering @andEnd
16:45
Gothia Towers
Mats Gustafsson
Founder @ Wednesday Relations
16:50
Gothia Towers
Dela erfarenheter och mingla med talare och branschkollegor.
Öl, vin och alkoholfria alternativ serveras.
Boka dina biljetter till Early Bird pris med upp till 1 000 kronor rabatt till och med 14 november. Gäller endast på nybokningar.
09.00-16.30
Gothia Towers
Denna kurs kommer att ge dig grunderna i Customer Journey Mapping, du får även insikt i metodiken och hur du på bästa sätt kan komma igång i din egen organisation. Genom ett praktiskt case introduceras du till arbetssättet, tränas i att utgå från kundens perspektiv och att rita upp kundresan – och vad du gör efter det.
Camilla Lif
CUSTOMER CENTRIC CONSULTANT
09.00-16.30
Gothia Towers
Denna kurs ger dig en viktig inblick i vad som händer på området, både på marknaden med en pågående teknik-revolution som påverkar marknadsföraren starkt. Men också hur kundernas drivkrafter ändrats och nya förväntningar de har på dig som leverantör. Du får även ett tydligt strategiskt ramverk med metoder, verktyg, inspiration så du kan ta arbetet vidare på hemmaplan.
Camilla Cramner
Senior CRM konsult @ LoyaltyFactory
*Med reservation för eventuella ändringar
Vi kan erbjuda rabatterade hotellnätter på Gothia Towers Hotell, samma lokal som konferensen kommer hållas. Erbjudandet gäller på hotellnätter mellan 3-6 februari och om det finns tillgängliga rum vid bokningstillfället.
Klicka på länken nedan för 15% rabatt
Om eventet:
Customer Loyalty Conference är för dig som arbetar med kundlojalitet, CRM och Customer Experience. En dag där du får de senaste trenderna, inspiration och ny kunskap från Sveriges bästa experter och företag. Träffa branschkollegorna, närverka och dela erfarenheter med personer i en liknande roll som du. Konferensen arrangeras årligen i Stockholm och Göteborg.
Information:
Plats: Gothia Towers, Göteborg
Konferensdatum: 5 februari 2020
Arrangör:
Wednesday Relations AB
+46 (0)8 642 21 90
