Loyalty Summit CXM

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

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.

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.

Loyalty is being reshaped by technology acceleration and bold competitive moves. Marijn Mooyaart shares how Flying Blue is responding.

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 shopping, comparing, and transacting on behalf of consumers, Dave Andreadakis reveals why brands that embed loyalty into the AI experience will thrive.

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.

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

Julia shares the inside story of building a modern loyalty strategy for todays buyers — blending personalisation, emotional affinity, and omnichannel value. A practical look at how an established brand evolves to meet new customer expectations across multiple channels.

A practical case-led session showing how brands are turning personalization into measurable impact.

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?

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.

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.

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. Followed by a short and interactive Q&A session.

Customers don't lack rewards—they lack connection. The focus is shifting from points and promotions to personal, meaningful experiences.

This keynote explores how dopamine, oxytocin, serotonin, and endorphins shape motivation, trust, status, and joy in loyalty programs.

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…ending with a delicious, interactive surprise that brings the theory to life.

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

A panel of experienced loyalty leaders shares practical lessons from building, refining and improving programs in real-world conditions. Together, they explore how to recognise when change is needed — whether driven by shifting market conditions or declining performance — and how to take decisive action to adapt, refocus and strengthen results.

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

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. Learn how they're reshaping touchpoints and rebooting their loyalty ecosystem for sustainable, long-term growth.

A new report from KYROS reveals a growing disconnect between how loyalty performance is measured and how value is actually created.

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. Anna Frojimovics reveals what finance teams really look for.

If finance does not believe in your program, it will not grow. Loyalty costs are visible. Value is debated. 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.

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.

Networking cocktail hour, dinner & awards cruise around Amsterdam; the first independent Loyalty industry award recognizing Excellence in Loyalty.

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

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

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

This keynote reveals how gamification, new value codes, identity-driven branding and generational shifts are rewriting loyalty.

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 — offering actionable foresight to help brands build emotionally resonant, culturally relevant and futureproof loyalty experiences.

Four younger consumers share direct, unfiltered views on loyalty.

Four younger consumers share direct, unfiltered views on loyalty: what they notice, what they ignore, and what makes them stay engaged. A rare opportunity to test assumptions against real customer voices.

Industry leaders unpack what we've just heard, drawing on their own program experience.

Industry leaders unpack what we've just heard — illustrating key themes with real-world examples and drawing on their own program experience. A fast, practical discussion focused on turning Gen Z insights into concrete actions brands can take now.

To explore emerging partnership models, we're bringing together four of Europe's leading brands for discussion.

Partnerships have been central to loyalty programmes from the outset, but traditional models are evolving rapidly. Airline programs are expanding into retail, retail programs are broadening into new market propositions, and points are increasingly being exchanged across currencies and ecosystems.

Lena Kleinwechter from Talon.One will unveil new consumer research surveying 1,800 consumers across six markets.

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

Suppliers share rapid 3-minute pitches demonstrating their latest AI-driven loyalty innovations. The audience votes on the most promising ideas — a fast, energetic look at emerging capabilities.

A senior leader at McDonald's explains how to drive frequency and habit in one of the fastest-moving categories, followed by a fireside chat with Q&A.

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. Followed by a fireside chat with Q&A.

Tommy Hilfiger and Vlisco explore how very different brands in this industry build loyalty and protect brand equity across wholesale, retail, and ecommerce.

Tommy Hilfiger and Vlisco explore how very different brands in this industry build loyalty: a global lifestyle icon versus a 180-year-old fabric house. The session will dig into how they protect brand equity, fight counterfeits, and design loyalty for deeply emotional, culturally driven relationships across wholesale, retail, and ecommerce.

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

Benfica, Club Brugge, and Aston Villa show how data-driven loyalty, payments and partners reinvent fan engagement in modern football. They will reveal how a club can turn passion for their team into everyday spend while growing global communities beyond matchday.

Loyalty Summit CXM Co-Chairs Iain Pringle and Simon Tavernier will share observations from the day's sessions.

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.