Customer Loyalty
Conference

CUSTOMER OBSESSION DRIVES LOYALTY

  

 

30 SEPTEMBER 2020 | ONLINE

 

THE FUTURE IN CUSTOMER LOYALTY, CRM & CUSTOMER EXPERIENCE

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.

WHY YOU SHOULD ATTEND THIS YEAR!

    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. 

   Get a recorded version of the conference

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

STAY UPDATED FOR THE COMING CONFERENCE 2020

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 2020

Stefan Osthaus

CEO @ experience5

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

Customer Experience Author & Expert. Marketing Director @ Smartly.io

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 De Ruyck

Managing Partner & Head of Insight Activation @ InSites Consulting

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 Ygberg

Head of Customer Value Communication @ Swedbank

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 Burlace

Head of CVC Shared Service @ Swedbank

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 Silfverhielm

CXO @ SBAB

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 Andersson

Marketing Director @ Lifvs

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 Counterman

Director of Marketing, Northern Europe & Global Digital Lead @Selligent Marketing Cloud

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 Andersson

Senior E-commerce Advisor @ Postnord

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 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 30 september 2020 

Breakfast webinars: 08.00 - 08.50
Conference: 09.00 - 15.45

08:00

Morning Webinar - How marketing automation turns transactions into customer relationships

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.

READ MORE ABOUT THE BREAKFAST SEMINAR HERE

Rasmus Houlind

Chief Experience Officer @ agillic

08:00

Morning Webinar - Successful measurement of Customer Experiences - combining brain and heart

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

READ MORE ABOUT THE WEBINAR HERE

Lena Landahl & Simon Fattal

HEAD OF CX SWEDEN & SENIORKONSULT/R&D @ nepa

09:00

Welcome to Customer Loyalty Conference 2020

Introduction

Mats Gustafsson

Founder @ Wednesday Relations

09.15

Keynote: The Age of Relevance

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

Business Unusual: Time for empathy, flexibility and customer-first experiences

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:

  • What matters to consumers today
  • What do consumers expect of brands going forward
  • How can marketers better meet those expectations to truly drive great brand experiences and customer loyalty.

Sam Counterman

Director of Marketing, Northern Europe & Global Digital Lead @Selligent Marketing Cloud

10.10

Interactive Session

Mats Gustafsson

Founder @ Wednesday Relations

10.30

Pause

During the break we will conduct interviews with selected speakers. 

11.00

Case: Using tech to take service to places where it is needed most

  • 100% digitala och datadrivna i en analog bransch
  • Hur vi mäter och påverkar attityder och beteenden
  • Lifvs som mötesplats och plattform för vidareutveckling 

 

*This session will be held in Swedish

Petter Andersson

Marknadschef @ LIFVS

11.30

Case: Engaging Customers in an Omni-Channel World

  • Swedbank's strategy is firmly based on being an accessible full-service bank, providing offerings based on customers’ needs and expectations.
  • Customers should be able to handle all their daily banking digitally, but also be able to get personal, customized help at all channels. To achieve this Swedbank is transforming customer data into customer insights with the help of AI in order to provide personalised services, products and offerings.
  • Join us to hear about our journey towards personalised and customer driven marketing, sales and service at scale.

Marianne Ygberg & Richard Burlace

Head of Customer Value Communication & Head of CVC Shared Service @ Swedbank

12.00

Lunch

We take an hour break and refill our energy level.

During lunch we will conduct interviews with selected speakers.

13.00

Case: Amazon Prime – The world's most successful loyalty program

  • What is  Amazon Prime?
  • What is it that makes 150 000 000 consumers pay 1000 Sek per year to participate?
  • What value does Prime add to the consumer and Amazon?
  • Should Swedish traders copy the Prime program?

* This Session will be held in Swedish

Arne Andersson

Senior E-commerce Advisor @ Postnord

13.30

Case: ”2X: eXperience & eXecution”

  • We are often inspired and informed about WHAT we should do to provide a world class customer experience. However, we tend to forget HOW we should make it happen in practice. And when we talk about HOW we usually lean towards technology solutions.
  • At SBAB we use human capital and corporate culture as main catalyst for execution and transformation. Listen to how we strive to tap the full potential of every individual in our company to create a competitive advantage in the battle for customer loyalty.

 

 *This session will be held in Swedish

Robin Silfverhielm

CXO @ SBAB

14.00

Interactive Session: Amazon enters the Swedish market

Panel discussion with:

  • Mats Gustafsson, Founder @ Wednesday Relations
  • Mårten Bokedal, Senior Marketing Manager Nordics @ Episerver
  • Arne Andersson, Senior E-commerce Advisor @ Postnord
  • Anna Nordlander, Amazon Expert, Founder @ Acnor AB

14.30

Pause

During the break we will conduct interviews with selected speakers.

15:00

Customers are people too: finding the balance between people and technology

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

Keynote: And now what? The art of reenergizing a stalling CX program!

  • How to maintain momentum in your experience initiative
  • Who will push back and why
  • Your success model of how to overcome inertia and push-back

Stefan Osthaus

CEO @ experience5

15:45

Summarize and ending words

Mats Gustafsson

Founder @ WEDNESDAY RELATIONS

*Subject to change

TICKETS 2020

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What Customer Loyalty Conference 2019 looked like:

PARTNERS 2020