Loyalty Summit CXM

Conference welcome and introduction from conference Co-Chairs, Charlie Hills, Kristin Mollerpass and Iain Pringle kicks off day one.

The Rise of Retail Media – Leveraging Loyalty for Success. In this keynote, Steve Gray will explore the evolution of retail media—how it started, what it is today, and the key factors driving its rapid growth. We'll dive into the crucial role that loyalty programs play in shaping successful retail media strategies and discuss what retailers and brands must do to maximize their impact in this evolving landscape.

Following the opening insights, Steve Gray will sit down with Liz Guiney and Alex Knapman for a deep dive into retail media's explosive evolution and the game-changing role of loyalty programs.

Overview of the latest new loyalty programs in Scandinavia and Europe.

Deutsche Telekom shares how they worked with Loyalty Juggernaut to create Magenta Moments to drive engagement across nine European markets. Learn how they built a scalable, customer-centric loyalty strategy that sets a new industry benchmark in this rapidly growing loyalty sector.

IKEA is a global home furnishing brand bringing affordability, design and comfort to people all over the world with the vision of creating a better everyday life for the many people. The loyalty program IKEA Family was first launched in the Linköping store in Sweden in 1984 and now has over 190 million members worldwide.

Get under the skin of IKEA Family – an in depth interview to ask the questions we all want to understand, and a chance for the audience to ask questions live too.

If proving the value of loyalty is never easy, where is the undeniable evidence of its success? What set these case studies apart, and how was their impact measured?

Prove the value of loyalty with data, not opinions. Learn how smart measurement and intelligent control methodologies shift the conversation from "Is my loyalty program worth it?" to "Where should we invest to maximize customer value?"

In order to get Loyalty right, it is absolutely critical to understand what loyalty looks like across Europe. There is no one size fits all solution. We are delighted to host the launch of the 3rd edition of "Understanding Loyalty in Europe".

A Panel discussion to dig into the insights that matter. Our leading loyalty experts will share stories and case studies from their markets.

Join us for a dynamic session featuring four captivating keynotes from Scandinavian programs at the forefront of innovation in customer loyalty.

Following the inspiring keynotes from Finnair, Singular Society, and Vipps Mobile Pay, we are excited to dive deeper into the strategies and ideas shaping the future of loyalty programs.

Behavioural Science takes a deep understanding of the human mind, and applies that understanding to drive behaviour. Hear how Ogilvy Consulting and ODEON Cinema Group have been applying Behavioural Science to boost customer loyalty, and top tips for how you can do the same.

A discussion about behavioural science in action – an opportunity for our audience to ask the experts questions.

An interview to get under the skin of what it's like to work on a big loyalty program. We'll cover an overview of the program, what it is and how it works, partnerships, communications, research, sponsorship, proposition development, practicalities and top tips for loyalty excellence in practice.

Are you facing challenges with your loyalty program? What burning issues keep you up at night? The Loyalty Repair Shop is your opportunity to tackle these problems head-on and uncover solutions rooted in real-world experience.

Continue the conversations and join us for cocktails and nibbles!

Loyalty Summit Co-chairs – Charlie Hills, Kristin Møllerpass and Iain Pringle kick off day 2.

Shell Go+ is one of the world's biggest loyalty programs, with millions of members across multiple countries and continents. James will share all about the program, Shell's best in class partnerships and their plans for the future.

The smart use of brand partnerships can help loyalty programs achieve multiple objectives – from new member acquisition, to improved retention and engagement, to supporting CSR objectives and even driving additional revenue.

Personalization is often touted as the silver bullet for email performance, but relevance, not just personalization, is key—especially as irrelevant emails now risk lower deliverability.

In an increasingly competitive landscape, brands are leveraging promotions to drive customer engagement, retention, and long-term loyalty. But what makes a promotion truly impactful?

In this keynote, Stephen 'Scottie' Scott will explore how technology is reshaping the loyalty industry. Drawing on his experience predicting the future at International Airlines Group and leading technology development at IAG Loyalty.

Our expert panel explores the ideas raised in Scottie's presentation and asks where the industry will be in 5 years time.

So what are the practical applications for AI in loyalty? In this fireside chat Loyalty Juggernaut share real world examples of how they are using AI to make loyalty program more efficient, effective and profitable.

2024 is the year we stopped talking and AI and started using it. So what are the practical uses of AI today and how can loyalty professionals get started?

Gamification is a hot topic for loyalty programs, making them more engaging and rewarding for customers. In this one-on-one interview, we explore why brands should embrace gamification, where it works best, and the key steps to successfully integrate it.

ChatGPT and other tools offer valuable insights into loyalty currency and payments, but do they reflect what's happening inside real loyalty programs? In this keynote, Iain Pringle shares lessons from 30 years of designing, building, and managing loyalty programs.

Could social commerce be the next big trend in customer engagement? Mark Ross explores how TikTok shop is helping brands engage customers and create a sales channel worth €Millions.

While loyalty partnerships have been central to programs since the 1980s, recent years have seen a transformation in how they're delivered. In this session, our panel explores evolving partnership models and the future role of partnerships in developing loyalty currencies.

Loyalty programs are evolving to offer greater flexibility and value through innovative payment currency utility. Key trends include expanded payment choices, seamless partner integrations, and diversified rewards beyond core inventory.

Loyalty Summit CXM Co-Chairs Charlie Hills, Kristen Mollerpass and Iain Pringle will share observations from today's sessions and encourage feedback from attendees on key learnings.