Customer Loyalty
Conference

CUSTOMER EXPERIENCE IS THE NEW LOYALTY

 

This year's event has been a success! Thank you to all speakers, participants and partners for a rewarding and enjoyable day.
See you next year!

Framtiden inom kundlojalitet, CRM & CX

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.

Håll dig uppdaterad inför 2020 Customer Loyalty COnference i Göteborg!

  • ”MÅNGA TALARE INSPIRERADE OCH GAV BRA EXEMPEL PÅ VILKA UTMANINGAR DE STÄLLDES INFÖR I SINA YRKESROLLER.”

    Johannes Nilsson, ICA Reklam

  •  

    ”EN BRA MIX AV KUNSKAP OCH INSPIRATION. VERKLIGHET OCH FRAMTID”

    Peter Olofsson, Ikano

  • "Open space var ett bra tillfälle att få snacka mer med talarna. Toppenide!"

    Sagt av tidigare deltagare

  • "MYCKET VÄLARRANGERAT, HÖG NIVÅ PÅ ALLT."

    Helene Friberg, Marketing Manager, Autoconcept

  • "Mats som moderator gav en bra holistisk bild och var en fantastisk representant av publiken uppe på scen"

  • "Mycket bra mix, och bra nivå, på föreläsarna. Uppskattar när man blir inspirerad av både teoretiker och cases från verkliga världen"

Talare göteborg 2019

Uppdateras löpande

Ian Golding

Global Customer Experience Specialist

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 Boscq-Scott

Environment, People & Customer Relationship Speaker, ECX Expert @ The Busy Queen Bee

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

Founder, Author, Head of Endineering @andEnd

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.

Anna Zotova

Customer Experience Strategist @ goodwine

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

CMO @ Synsam Group

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

Head of Marketing and Customer Experience @ Budapest Bank

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

Lead - Data Science @ Advectas

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.

Robin Westberg

Team Lead Marketing Automation & Omnichannel @ Stena Line

Robin has developed customer centric digital marketing across channels in a variety of industries, including Travel, Retail and Online betting. Been working at Stena Line since 2017.

Linda Rosendal

Loyalty Manager @ Stena Line

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

Global Head of Revenue Marketing @ Selligent Marketing Cloud

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

Grundare @ Interaktiva möten

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 Gustafsson

Grundare @ Wednesday Relations

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.

Program Göteborg 2020

5 Februari

Frukostseminarium: 08.00 - 08.45
Konferens: 09.00 - 16.45
Programmet uppdateras löpande

Breakfastseminair

07:30

Gothia Towers

Registration Breakfast Seminar

Registration for the breakfast seminar opens at 07.30. Breakfast will be served.

08:00

Gothia Towers

Breakfast Seminar Unlocking the hidden insights of your Customer Interactions

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:

  • Identify reasons for broken customer journeys
  • Learn how to improve ‘frozen’ CSAT or NPS scores
  • Automate your call logging process and identify call dynamics
  • Let quality be your priority without having to drain your resources

Read more here

Christian Gabriel & Johanna Bernshed

Speech Analytics expert & Quality Management Specialist @ Axcess Nordic

08:30

Gothia Towers

Conference registration

Registration for the conference opens

09:00

Gothia Towers

Welcome to Customer Loyalty Conference Gothenburg 2020

Opening words

Mats Gustafsson

Founder @ WEDNESDAY RELATIONS

09:15

Gothia Towers

Customer Journey Management – it is not just about the mapping!

  • What does customer experience transformation actually mean?
  • The importance of embedding a customer experience framework.
  • How to adopt an approach to continuous customer journey management.

This session will be held in English.

Ian Golding

Global Customer Experience Specialist @ Customer Experience Consultancy Ltd

09:55

Gothia Towers

How to Deliver Personalization at Scale

  • Hear the latest research from 5000 consumers & get their views on personalization and privacy;
  • Learn how to deliver omni-channel personalization experiences to maximize every marketing moment;
  • Learn how AI can accelerate personalization;
  • Hear real life stories from brands and their experiences building personalization at scale
  • Get inspired on how other companies have designed and completed an effective decision process

This session will be held in English.

Tim Stone

Global Head of Revenue Marketing @ Selligent Marketing Cloud

10:30

Gothia Towers

Break

Time for tea and coffee

11:00

Gothia Towers

AI inom kundanalys

• 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

CX transformation on a conscious way – building a loveable bank

  • GE legacy (background of Budapest Bank): profit and stability as ’main purposes’
  • Recognizing the need for true customer centricity: CX among the Top 5 strategic thrusts
  • Get the basics right and drive emotions through the front line teams
  • Driving behavior change, shake up the employees
  • Achievements of the 4Y journey: key success criteria and barriers

This session will be held in English.

Laura Tengerdi

Head of Marketing and Customer Experience @ Budapest bank

12:00

Gothia Towers

Lunch

Time to fill up on energy.

13:00

Gothia Towers

Valued employees drive Customer Loyalty

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

13:45

Gothia Towers

Interaktiv Mini-worksshop

Tommy Brotte

Grundare @ Interaktiva möten

14:00

Gothia Towers

Case: Synsam - från optiker till livsstilsbolag

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

Afternoon tea

15:00

Gothia Towers

Loyalty in every touchpoint – A transformation journey within Stena Line

  • From vision to actionable Insights and B2C Marketing Automation – where did we start?
  • How Stena Line enabled data driven loyalty.
  • How customer centricity brought revenue & loyalty beyond expectations.
  • What’s beyond the horizon?

Robin Westberg & Linda Rosendal

Team Lead Marketing Automation & Omnichannel & Loyalty Manager

15:30

Gothia Towers

Case: How to build emotional loyalty in retail

  • Try to make your product or service unforgettable first. 
  • Build emotional not behavioral loyalty. 
  • Do not compete with competitors, fight to be the part of customer lifestyle. 
  • Employee’s experience vs customer experience. 

This session will be held in English.

Anna Zotova

Customer Experience Strategist @ goodwine

16:00

Gothia Towers

Ends. Why off-boarding is critical in the future of Customer Loyalty

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

Summarizing and closing of the day

Mats Gustafsson

Founder @ Wednesday Relations

16:50

Gothia Towers

Loyalty Bar

Dela erfarenheter och mingla med talare och branschkollegor.
Öl, vin och alkoholfria alternativ serveras. 

Missa inte våra kurser som vi arrangerar i samband med Customer Loyalty Conference

4 februari

09.00-16.30

Gothia Towers

Customer Experience & Customer Journey Mapping

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.

Läs mer och boka här

Camilla Lif

CUSTOMER CENTRIC CONSULTANT

6 februari

09.00-16.30

Gothia Towers

Maximera kundlojaliteten i en datadriven värld

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.

Läs mer och boka här

Camilla Cramner

Senior CRM konsult @ LoyaltyFactory

*Med reservation för eventuella ändringar

Några av våra tidigare deltagare ♥

BILJETTER 2020

KONFERENSBILJETT


Boka 2 eller fler och få 500 kr rabatt per biljett.

4 490 kr
-

PARTNERS GÖTEBORG 2020

Interested in being a partner at this conference? Read more here

Behöver du boka hotellrum? 

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

Boka här>>