19-20 April 2018, Krakow
DoubleTree by Hilton Krakow Hotel & Convention Center
Registration and morning coffee
Official opening of the Forum and networking: how nice is it to meet again! See who came to Kraków, meet new acquaintances!
Katarzyna Klimkiewicz, Project Director, BLUE BUSINESS MEDIA
Karolina Karolczak, Partnership & Procurement Director, SODEXO BENEFITS AND REWARDS SERVICES POLAND
Moderator: Karolina Karolczak, Merchants Director, SODEXO BENEFITS AND REWARDS SERVICES POLAND
INSPIRATION 1: LOYALTY REIMAGINED
Bryan Roberts, Global Insights Director, TCC GLOBAL
Interactive Q&A session
INSPIRATION 2: SURPRISE YOUR CUSTOMER!
How can we surprise our customers nowadays – in search of inspiration for a positive Customer Experience
Pedro Martins, Product Marketing Manager, BOOKING.COM
Interactive Q&A session
Coffee and networking break
Are you ready for RODO?
Phd Paweł Litwiński, Partner, Kancelaria Barta Litwiński Kancelaria Radców Prawnych i Adwokatów
Interactive Q&A session
LOYALTY FACTS & FIGURES. Key factors responsible for the success of loyalty programmes in Poland and worldwide
Marek Kosakowski, Chief Executive Officer, H2H.tech
Gabriela Siemieniuch-Grygiel, Chief Strategy Officer, H2H.tech
Interactive Q&A session
Lunch and splitting into parallel sessions
Moderator: Bartek Górzny, Head of Business Poland, Ukraine & Baltics, TCC GLOBAL
Your customers will be there in a second, what about you?
CASE STUDY: VITAY
Grzegorz Godlewski, Head of the Loyalty Offer Development Team, PKN ORLEN
Interactive Q&A session
People listen, when money is talking... – how knowledge stemming from a loyalty programme works for business
Dominik Zacharewicz, Managing Partner, LOYALTY POINT
Interactive Q&A session
Coffee break – some time to share inspirations in a less formal atmosphere
The power of influence and success factors for tools used to inspire B2C loyalty
CASE STUDY: POLOMARKET
Krzysztof Szultka, Director of Marketing, POLOMARKET
Interactive Q&A session
How to recognise the right moment for a relaunch of the programme?
CASE STUDY: AMREST
Dominika Korta, Senior Digital Brand Manager Starbucks CEE, AMREST
Interactive Q&A session
Coffee break and splitting into workshop sessions
Moderator: Arkadiusz Cybulski, Managing Director, TAKETASK, ABR SESTA
Loyalty built through individual approach – thousands of consultants or Artificial Intelligence?
Arkadiusz Cybulski, Managing Director, TAKETASK, ABR SESTA
Interactive Q&A session
The power of technology and marketing – innovative loyalty programmes on the FMCG market
Artur Jasiński, Sales Director, MintCloud
Interactive Q&A session
True sign of consumer centrism– service close to the need of the client
CASE STUDY: Platforma MAM
Dominika Adasiewicz-Skorupka, Head of MAM Strategy, MAM
Interactive Q&A session
Coffee break – some time to share inspirations in a less formal atmosphere
B2B
B2B loyalty programme as a tool for building competitive advantage
CASE STUDY: AMICA
Magdalena Kościuk, Trade Marketing B2B, AMICA
Marek Kosakowski, Managing Director, H2H.tech
Interactive Q&A session
Building loyalty with the use of new technologies
Rafał Bachanek, Commercial Director, UTYLIS
Interactive Q&A session
Coffee break and splitting into workshop sessions
Moderator: Karolina Karolczak, Partnership & Procurement Director, SODEXO BENEFITS AND REWARDS SERVICES POLAND
How to study the Customers’ needs and analyse results?
CASE STUDY: AVIVA
Elżbieta Gierczyńska, Customer Champion, AVIVA
Interactive Q&A session
Operational use of satisfaction measures
Filip Krzystanek, Manager Business Analitcs Solutions, PREDICTIVE SOLUTIONS
Interactive Q&A session
Coffee break – some time to share inspirations in a less formal atmosphere
Winning loyalty without a loyalty programme
CASE STUDY: PEPCO
Paweł Jędrejko, Insight Senior Specialist, PEPCO
Interactive Q&A session
Customer Revolutions – how to go through with Customer transformations?
Paweł Jarecki, Director in charge of Customer Satisfaction Improvement, BRW
Interactive Q&A session
Coffee break – some time to share inspirations in a less formal atmosphere
Moderator: Mirosław Mikłos, Customer Experience Counsellor, BGŻ BNP PARIBAS BANK POLAND
The cardboard churn story in consumer finance – why do Customers leave, who is worth retaining and what’s with the quality of service?
CASE STUDY: SANTANDER CONSUMER BANK
Łukasz Kosmacz, Senior Manager for Cards Activation and Retention, Credit Card and New Business Initiatives’ Development Department, SANTANDER CONSUMER BANK
Interactive Q&A session
RCS, successor of SMS comes to Poland. Learn more about the possibilities of solutions that will revolutionise the mobile marketing market
Tomasz Pakulski, Managing Director, REDLINK
Interactive Q&A session
Coffee break – some time to share inspirations in a less formal atmosphere
Increasing role of CX in retention, competition based on price reductions is the past already- work in groups,
Dorota Chmurska, Kierownik Zespołu Cross-Sell, BANK POCZTOWY
Interactive Q&A session
We’ve got the data. What’s next? Simple answers to difficult questions
CASE STUDY: NEST BANK
Maciej Skuz, Director of the CRM Department, NEST BANK
1) Loyalty Pulse – stages of development of an effective loyalty programme
Dominik Zacharewicz, Managing Partner, LOYALTY POINT
Adam Nowak, Global IKEA FAMILY Specialist, IKEA
2) Gamification in practice – projection on increasing engagement of clients
Mirosław Młynarczyk, Managing Partner, ALBEDO MARKETING
Piotr Ignasiak, Loyalty Planning Manager, ALBEDO MARKETING
3) Ways to engage and activate clients – panel discussion
Tomasz Burdziński, Strategic Director, OSKAR WEGNER – MARKETING RELACYJNY
End of the conference part of the first day of the Forum
Gala hosting:
Kamil Baleja, radio journalist, Radio Złote Przeboje
Networking, relaxation and fun with a hint of competitiveness
Partner of the Gala:
Registration and morning coffee – a perfect opportunity to sum up Day 1
Official opening and networking
Katarzyna Klimkiewicz, Project Director, BLUE BUSINESS MEDIA
Karolina Karolczak, Partnership & Procurement Director, SODEXO BENEFITS AND REWARDS SERVICES POLAND
Connecting personalisation and data to drive customer engagement – how you can achieve it right now:
Dan Truscott, Head of Business Development, Customer Engagement and Data Analytics, Visa
Interactive Q&A session
About the future of loyalty programmes in the new reality
CASE STUDY: IKEA FAMILY
Adam Nowak, Global Ikea Family Specialist, IKEA
Interactive Q&A session
Artificial Intelligence Is Here: How Can You Ensure It Doesn't Make Your Customers Hate You?
Sebastian Mengewein, Principal Product Evangelist, SELLIGENT
Interactive Q&A session
Coffee and networking break
INSPIRATION 3: REACH THE BASE!
Loyalty depends on relations, or to be more precise, our brain
Marek Skała, President, MEGALIT TRAINING INSTITUTE
Let’s mark up the „Poland Loyalty RoadMap” together – What is the current situation of loyalty in Poland: bloom, boredom or stabilisation?
Moderator: Michał Pieprzny, CEO, PAYBACK Poland
Panelists:
Amadeusz Gaweł, CE Loyalty Proposition Manager, TESCO
Anita Komar, Marketing & PR Manager, KAPPAHL
Krzysztof Szultka, Marketing Director, POLOMARKET
Bartek Górzny, Head of Business Poland, Ukraine & Baltics TCC GLOBAL
Grzegorz Godlewski, Head of the Loyalty Offer Development Team, PKN ORLEN
Krzysztof Szultka, Dyrektor Marketingu, POLOMARKET
Lunch and splitting into parallel sessions
Moderator: Bartek Górzny, Head of Business Poland, Ukraine & Baltics TCC GLOBAL
B2B
How to maintain Customer loyalty and engagement in building the brand’s image in a world of red oceans
CASE STUDY: SAINT-GOBAIN
Aleksandra Puzyno, Loyalty Programme Coordinator, PR & CSR Specialist, ISOVER SAINT-GOBAIN
Interactive Q&A session
How to convince the Customer that the holiday period lasts for the whole year?
CASE STUDY: ALLEGRO
Michał Markowski, Business Growth Manager, ALLEGRO
Kaya Akcelikli, Business Development Manager, ALLEGRO
Interactive Q&A session
Paid enterance to a loylaty programme
Piotr Krowicki, Head of marketing and loyalty programmes, PROMOD Angelika Zietek, Specialist for loyalty programmes, PROMOD
Interactive Q&A session
End of the Forum
Moderator: Arkadiusz Cybulski, Managing Director, TAKETASK
Data-driven Loyalty Programs for e-commerce
Peter Jakus, Head of Customer Success CEE, EXPONEA
Interactive Q&A session
Effectiveness of loyalty programmes on the basis of FMCG products
Bartłomiej Bartula, Sales Manager, DELLY
Interactive Q&A session
The recipe for a loyalty smoothie
CASE STUDY: MARWIT
Anna Pawłowska-Kruzińska, Head of Marketing, MARWIT
Interactive Q&A session
End of the Forum
Moderator: Karolina Karolczak, Partnership & Procurement Director, SODEXO BENEFITS AND REWARDS SERVICES POLAND
The three pillars of Customer retention: product, service and added value
CASE STUDY: KAZAR
Małgorzata Olszewska, Strategic Director, Vice President of the Management Board, KAZAR
Interactive Q&A session
Effective ways for increasing Customer loyalty
CASE STUDY: CREDIT AGRICOLE
Marcin Jagodziński, Director of the Operations and Relations Marketing, Marketing Division, CREDIT AGRICOLE
Interactive Q&A session
Good service and strong brand vs. consumer loyalty – are they enough to build a proper CX these days?
CASE STUDY: RAIFFEISEN POLBANK
Monika Urbaniak, Head of Customer Exprerience Department, RAIFFEISEN POLBANK
Interactive Q&A session
End of the Forum
Moderator: Mirosław Mikłos, Customer Experience Counselor, BGŻ BNP PARIBAS BANK POLAND
How to tightly correlate Customer experience with retention and how to measure it?
CASE STUDY: EURO BANK
Piotr Gajnodzinow, Director, Departament Voice of the Customer, EURO BANK
Piotr Sadowski, CEO/Dad, WEBANKIETA
Interactive Q&A session
Communication adjusted to the recipient is nonsense!
Veranika Zdanovich, CRM & Marketing Manager, NOWA ITAKA
Adam Wysocki, Managing Director, LVL UP MEDIA
Interactive Q&A session
End of the Forum