Loyalty Summit CXM

Loyalty Summit EMEA Chair Harold Deprosse kicks off Day 1 of the 2026 Loyalty Summit EMEA.

Loyalty Summit EMEA Chair Harold Deprosse kicks off Day 1 of the 2026 Loyalty Summit EMEA.

Conference welcome and introduction from conference Co-Chairs, Iain Pringle and Simon Tavernier kick off day one – The New Rules of Loyalty.

AI hasn't changed loyalty — but it has exposed how unprepared most organizations are. Linda Cereda explores why AI initiatives fail, the difference between automation and transformation, and why loyalty may become a critical advantage in a world of accelerating change.

How do programs generate sustainable revenue while deepening attachment and advocacy? This panel focuses on balancing monetization with member love using pricing, partnerships, and ancillary models that respect EMEA's regulatory and cultural realities.

How do programs generate sustainable revenue while deepening attachment and advocacy? This panel focuses on balancing monetization with member love—using pricing, partnerships, and ancillary models that respect EMEA's regulatory and cultural realities—so value creation and growth reinforce each other rather than compete.

Loyalty is being reshaped by technology acceleration and bold competitive moves. For one of Europe's largest programmes, standing still is not an option. Ben Lipsey shares how Flying Blue is responding — evolving its model, innovating beyond traditional airline norms, and tackling structural challenges head on.

As AI agents begin searching, comparing and purchasing on behalf of consumers, the foundations of loyalty are shifting. When algorithms influence decisions, traditional loyalty mechanics like points and promotions lose power. This keynote explores how brands can adapt their loyalty strategies to remain relevant in a world where purchase decisions are increasingly delegated to intelligent agents.

How Loyalty Becomes a Win-Win

Loyalty Summit EMEA Chair Harald Deprosse will share observations from today's sessions and give a brief preview on what's to come for Day 2.

Loyalty Summit EMEA Chair Harald Deprosse will share observations from today's sessions and give a brief preview on what's to come for Day 2.

Julia shares the inside story of building a modern loyalty strategy for todays buyers — blending personalisation, emotional affinity, and omnichannel value.

Open to all conference registrants. Continue the conversations and join us for drinks and nibbles!

Open to all conference registrants. Continue the conversations and join us for cocktails and nibbles!

A practical case-led session showing how brands are turning personalization into measurable impact — driving frequency, building habit, and strengthening long-term loyalty.

Two brands. Two approaches. One question: what really drives loyalty growth? This panel distills the common principles behind success and explores how to turn personalization into measurable sales impact.

Mando Connect shares the latest Understanding Loyalty in Europe 4.0 insights, revealing how customer needs and behaviours are shifting across markets — and what loyalty leaders must prioritize to remain relevant.

A panel of European practitioners reacts to the findings, debating the trends shaping loyalty across sectors and geographies — and identifying where brands should focus next.

A showcase of challenger mobile brands including Fairphone, Mobile Vikings and Magenta. Learn how agility, values, and digital-first thinking are rewriting how loyalty works in mobile markets.

This keynote explores how dopamine, oxytocin, serotonin, and endorphins shape motivation, trust, status, and joy in loyalty programs. Discover how neuroscience turns rewards into lasting emotional bonds.

A panel of experienced loyalty leaders shares practical lessons from building, refining and improving programs in real-world conditions.

Dunkin' Donuts reveals how it is rebuilding loyalty from the ground up after bankruptcy, using real-time data and seamless omnichannel experiences to re-engage customers.

You can't fix what you don't measure properly. This fireside explores new KYROS research on why many loyalty programmes track the wrong metrics — and how better measurement can drive stronger performance and clearer financial alignment.

If finance does not believe in your program, it will not grow. In this candid session, Anna Frojimovics reveals what finance teams really look for, where loyalty loses credibility — and how to build the commercial case that keeps investment flowing.

A live, interactive clinic where experts tackle real problems submitted by the audience. Expect honest diagnosis, practical solutions, and quick wins you can take back to your program.

Open to all conference registrants, but requires separate registration. Networking cocktail hour, plus dinner & awards cruise around Amsterdam aboard a privately chartered ship.

Loyalty Summit CXM Co-chairs – Iain Pringle and Simon Tavernier kick off day 2.

Loyalty Summit EMEA Chair Harold Deprosse kicks off Day 2 of the 2026 Loyalty Summit EMEA.

Loyalty Summit EMEA Chair Harold Deprosse kicks off Day 2 of the 2026 Loyalty Summit EMEA.

This keynote reveals how gamification, new value codes, identity-driven branding and generational shifts are rewriting loyalty. Trend expert Herman Konings explores emerging behaviours, neo-communities and the power of reverse psychology.

Four younger consumers share direct, unfiltered views on loyalty: what they notice, what they ignore, and what makes them stay engaged.

Status and points spark action; habit and emotion sustain it. This panel explores how to blend everyday earn/burn with meaningful recognition, community, and culturally sensitive engagement.

Status and points spark action; habit and emotion sustain it. This panel explores how to blend everyday earn/burn with meaningful recognition, community, and culturally sensitive engagement—so daily relevance fuels deeper bonds without diluting the travel core, with clear links from emotional outcomes to revenue.

Industry leaders unpack what we've just heard — illustrating key themes with real-world examples and drawing on their own program experience.

Traditional loyalty programs reward past transactions, but true everyday habits are built by acting on real-time signals. Loyalty Juggernaut CEO Shyam Shah reveals how "agentic loyalty" connects transactional data with emotional context.

Partnerships have been central to loyalty programmes from the outset, but traditional models are evolving rapidly. To explore this topic, we're bringing together four of Europe's leading brands for discussion.

A forward-thinking senior strategist outlines the path to come from Cash Cow to a Perpetual Engine without losing human touch and feel.

A forward-thinking senior strategist outlines the path to come from Cash Cow to a Perpetual Engine without losing human touch and feel. How to navigate and separate hype from truth and generate immediate wins.

Practical AI can personalize, predict, and protect but loyalty is won through trust and empathy. This panel explores how to deliberately blend human interaction with technology.

Practical AI can personalize, predict, and protect—but loyalty is won through trust and empathy. This panel examines how to hit the operating sweet spot: automation for speed and accuracy, humans for emotion and exceptions, and privacy first data practices that meet European expectations while preserving relevance.

Christer & Håvard take us on the Spenn journey, starting with the strategic logic and the aspired benefits for all stakeholders.

Suppliers share rapid 3-minute pitches demonstrating their latest AI-driven loyalty innovations. The audience votes on the most promising ideas.

As loyalty programs face tighter budgets and sharper scrutiny from leaders, a new report from KYROS reveals a growing disconnect between how loyalty performance is measured and how value is actually created.

A senior leader at quick-service leader McDonald's explains how to drive frequency and habit in one of the fastest-moving categories, and how customer expectations are changing.

Travel loyalty programs successfully capture the booking, but often lose the member during the downtime between trips. Florian explores the behavioral reality of the "Retention Desert".

Tommy Hilfiger and Vlisco explore how very different brands in this industry build loyalty: a global lifestyle icon versus a 180-year-old 'Prada of Africa' fabric house.

Hyper-relevance often increases complexity, yet members demand clarity and speed. This panel explores how to orchestrate rich, multi-segment value behind the scenes while keeping journeys intuitive and fast.

Hyper-relevance often increases complexity, yet members demand clarity and speed. This panel explores how to orchestrate rich, multi-segment value behind the scenes while keeping journeys intuitive and fast—reducing cognitive load and making personalized benefits effortless to access across markets.

Benfica, Club Brugge, and Aston Villa show how data-driven loyalty, payments and partners reinvent fan engagement in modern football.

As agentic AI shifts market forces and establishes a playing field, the traditional dynamics of customer retention are being rewritten.

Loyalty Summit CXM Co-Chairs Iain pringle and Simon Tavernier will share observations from today's sessions and encourage feedback from attendees on key learnings.

To complete the Loyalty Summit, our moderators gather on stage and discuss their views on "The Loyalty Sweet Spot".

Loyalty Summit EMEA Chair Harold Deprosse wraps up the 2026 Loyalty Summit EMEA.

Loyalty Summit EMEA Chair Harold Deprosse wraps up the 2026 Loyalty Summit EMEA.