Maximising Customer Loyalty & Profitability

Day 1 Programme, 21-May-2012

Summary : The conference discuss on establishing how to develop highly personalised and profitable loyalty programmes for your customer base.

09:30 AM  -  16:00 PM
Establishing how to develop highly personalised and profitable loyalty programmes for your customer base

Day 2 Programme, 22-May-2012

Summary : The conference starts with registration,discuss on establishing how to calculate and maximise the impact of your customers expected lifetime value.

08:30 AM  -  08:55 AM
Registration & Coffee

08:55 AM  -  09:00 AM
Welcome address
Julie Coates, Conference Producer, Telecoms IQ

09:00 AM  -  09:20 AM
Opening remarks from the Chair followed by a speed networking session

09:20 AM  -  10:10 AM
INTERATIVE SESSION - PANEL DISCUSSION: What is customer loyalty
Hugo Suidman, Marketing Director, KPN Mobile

10:10 AM  -  10:50 AM
CASE STUDY: Examining how to develop and deliver effective customer retention and loyalty strategies: UPC Cablecoms perspective
Patrick Bodinoli, Head of Retention, UPC Cablecom

10:50 AM  -  11:20 AM
Morning refreshments

11:20 AM  -  12:10 PM
INTERATIVE SESSION - DEBATE: Are customer loyalty programmes worthwhile
Ellie Kirk, Head of Loyalty and Retention, Orange Group

12:10 PM  -  12:40 PM
Examining how to develop and deliver a differentiated loyalty programme for your customers

12:40 PM  -  13:15 PM
INTERATIVE SESSION - EXTENDED QUESTION & ANSWER SESSION: How can you measure and increase the impact of your loyalty programme?
Ellie Kirk, Head of Loyalty and Retention, Orange Group

13:15 PM  -  14:15 PM
Lunch

14:15 PM  -  14:55 PM
CASE STUDY: Understanding how to utilise mobile media and customer insight to improve loyalty and profitability
Juha Meronen, Head of Analytics and Insight, Blyk

14:55 PM  -  15:35 PM
CASE STUDY: Determining how to adopt a multi-channel approach to enhance the effectiveness of your customer retention
Robert Sambierski, Director of Loyalty & Retention, Telekomunikacja Polska

15:35 PM  -  16:15 PM
CASE STUDY: Determining how to invest in the customer relationship whilst retaining customer value
Hugo Suidman, Marketing Director, KPN Mobile

16:15 PM  -  16:45 PM
Afternoon refreshments

16:45 PM  -  17:25 PM
CASE STUDY: Establishing how to calculate and maximise the impact of your customers' expected lifetime value
Alain Glickman, Director of Customer Insights, Orange Group

17:25 PM  -  18:10 PM
INTERATIVE SESSION - PANEL DISCUSSION: How can I leverage my customer data to increase ARPU and reduce churn?
Alain Glickman, Director of Customer Insights, Orange Group

18:10 PM  -  18:20 PM
Closing remarks from the Chair

18:20 PM  -  00:00 AM
End of conference day one

Day 3 Programme, 23-May-2012

Summary : The conference starts with registration,discuss on understanding how to effectively engage with your customers and stimulate brand loyalty.

08:30 AM  -  09:00 AM
Registration & Coffee

09:00 AM  -  09:10 AM
Opening remarks from the chair

09:10 AM  -  09:50 AM
CASE STUDY: Determining how to use customer segmentation to more effectively target your customers with personalised retention and cross-sell campaigns
Jelena Stojanovic, Marketing & Sales Director, Telekom Srbija

09:50 AM  -  10:30 AM
CASE STUDY: Establishing how Virgin Media are using segmentation and profitability profiling to develop loyalty strategies for their PAYG customers
Darren Ball, Head of PAYG Retention & Loyalty

10:30 AM  -  11:10 AM
INTERATIVE SESSION - ROUNDTABLE DISCUSSION SESSION: How do you accurately establish and maximise the value and profitability of your customers?

11:10 AM  -  11:40 AM
Morning refreshments

11:40 AM  -  12:10 PM
Examining how to develop and leverage a churn prediction model in order to proactively prevent churn

12:10 PM  -  12:50 PM
CASE STUDY: Establishing the journey to becoming a number 1 beloved brand: 'O2 can do'
Tim Alexander, Vice President of Brand Management, Telefnica O2 Germany

12:50 PM  -  13:50 PM
Lunch

13:50 PM  -  14:30 PM
CASE STUDY: Understanding how to manage the culture change to becoming a customer-centric organisation in order to improve customer loyalty
Paolo Menghini, Head of Retention, Telecom Italia

14:30 PM  -  15:10 PM
CASE STUDY: Establishing how customer experience transformation increases customer loyalty: From detractors to promoters
Cristina Zanchi, Chief Customer Loyalty Officer, Mobistar

15:10 PM  -  16:10 PM
INTERATIVE SESSION - ROUNDTABLE DISCUSSION: How can you deliver an optimal customer experience and use it to drive customer loyalty

16:10 PM  -  16:40 PM
Afternoon refreshments

16:40 PM  -  17:20 PM
CASE STUDY: Establishing how to practice proactive customer retention and reduce the cost of your churn intervention
Anthony ONeill, Director of Insight & Analytics, Eircom

17:20 PM  -  18:00 PM
CASE STUDY: Understanding how to effectively engage with your customers and stimulate brand loyalty
Samo Oina, Chief Marketing Officer, Telekom Slovenije

18:00 PM  -  18:10 PM
Closing remarks from the Chair

18:10 PM  -  00:00 AM
End of conference