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.
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!
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.
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.
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.
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.
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.