CXcon: The Loyalty Edition

March 24th 2021 | 09:00 – 13:00

We brought together 200+ heads of CX, marketing, CRM, UX and digital, for a half-day conference dedicated to customer loyalty.

We delved into the entire loyalty lifecycle – from strategy planning, user research and analysis, to building trust and developing compelling, personalised experiences. The audience learnt about the exciting trends in this area, how COVID has been a catalyst for huge investment into loyalty programmes, and the tools needed to turn regular consumers into brand advocates.

CXcon, the digital customer experience conference by Inviqa

The agenda

We had a half-day conference programme jam-packed with fantastic keynote talks from industry leaders, compelling brand stories, virtual networking, practical sessions and more!

9:00–9:05am

Welcome and opening remarks

Nicholas Weber, business consultancy director, Inviqa

9:05–9:30am

The state of brand loyalty 2021

Robin Lewis, senior partner manager, Yotpo

New consumer data shows brand loyalty has grown over the last year. Robin dug into the data and explored how some of the world’s best brands are using loyalty to increase customer retention.

9:35–10:05am

Delivering CX satisfaction – the story behind Domino’s success

David Wild, former CEO, Domino's UK

David Wild, CEO at Domino’s UK up until May 2020, shared his experience and insight into the role of CX in driving success, and how organisations can consistently deliver in this area and forge ahead of the competition.

David Wild, former CEO at Domino's UK, CXcon speaker

10:10–10:40am

Nurturing loyalty: the dos and the don’ts

Nicola Fox, former CRM & loyalty manager, Missguided and Holland & Barrett

Retail has been through a tumultuous year but there are opportunities to develop a loyalty strategy that suits the needs of your business and your customer. Nicola shared her thoughts and experience of defining loyalty strategy and what she thinks brands really need to make it happen.

Nicola Fox, former Head of CRM at Missguided, CXcon speaker

10:45–11:15am

Using gamification to drive loyalty

Gabe Zichermann, startup mentor, advisor & investor, Gamification

Gabe Zichermann is the world’s foremost expert and public speaker on the subject of gamification, user engagement, and behavioural design. Gabe discussed some of the main ways that gamification can change your business. He shared examples of gamification done right – and done poorly, and key patterns that have been used successfully to create engagement and drive loyalty.

11:20–11:50am

Introducing agile loyalty

Anna Appleby, head of loyalty products and services, IAG Loyalty

Responsible for evolving IAG's loyalty proposition to meet changing customer expectations, Anna shared practical advice on how to innovate faster and more effectively.

11:55–12:25pm

Experience is the new loyalty

Kevin Ward, director of partnerships, Klarna

Kevin explored the modern day drivers of loyalty and the evolution of inspiring, authentic user experiences.

12:30–1:00pm

How to make loyalty profitable

Iain Pringle, New World Loyalty; Matt Oldham, Partner Union

Iain and Matt provide consultancy to many of the leading loyalty brands including Virgin Atlantic, Nectar, Tesco, Waitrose, and Shell. Drawing on real world examples they explained how to tap into the value of loyalty and create programmes that deliver ROI.