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FORUM AGENDA

DAY 1, 20TH APRIL 2017 r.

Registration and morning coffee

Welcoming of the Participants and networking

Katarzyna Klimkiewicz, Project Director, Blue Business Media
Tomasz Makaruk, PhD, President of the Management Board, i360

PLENARY SESSION

WHAT’S NEW ON THE MARKET? DISCOVER INNOVATIONS, VISIONS AND TRENDS IN LOYALTY A.D. 2017

The evolving US loyalty market

  • overview of major shifts in loyalty over the years
  • why the time was right for the first loyalty Coalition
  • what next - emerging trends in the loyalty market

Joshua Berwitz, President, US Loyalty (PLENTI)

Interactive Q&A session

Strategia kontaktu z konsumentem - case study BP/PAYBACK

Łukasz Dubiel, Senior Loyalty Advisor, BP Europa SE

Interactive Q&A session

Challenges, hazards and changes – difficult changes in loyalty

Vít Endler, President of the Management Board, Internet MALL POLSKA; General Director, NETRETAIL HOLDING

Interactive Q&A session

Intent marketing. Marketing of the moment. Personalised and context marketing. Real-time marketing. Is it possible?

  • Intent Marketing vs. SAP Hybris
  • customer Profile – how to get to know and understand the Clients using the resources and data we already have and will have in the future
  • Marketing Automation, Commerce Marketing, Social Media Marketing and many more – central planning and enforcement of marketing activities in multiple channels simultaneously
  • analysis of costs and effectiveness of marketing activities – Marketing Insights
  • case study of two SAP Hybris clients

Adam Goljan, Presales Specialist, SAP Hybris
Marek Sodolski, Wiceprezes Zarządu ds. Sprzedaży i Marketingu, e-point SA

Interactive Q&A session

Lunch and splitting into parallel sessions

PARALLEL SESSIONS

Loyalty IN RETAIL
REACHING THE UNREACHABLE! INCREASE CONSUMER LOYALTY ON THE BASIS OF MOBILE, PERSONALISATION AND CS
Moderator: dr Tomasz Makaruk, PhD, President of the Management Board, i360

Trends, trends – what’s loyalty like on more developed markets (USA, Western Europe) – case studies

Michalina Truszkiewicz, Senior Client Director, DUNNHUMBY POLSKA

Interactive Q&A session

Customer Experience driven Loyalty Scheme Transformation

  • how to define a clear purpose for a Loyalty Scheme
  • how to design Customer Experience using the Scheme

Paulina Regucka, Loyalty & Customer Experience Executive, TESCO POLAND

Interactive Q&A session

Coffee break

Build loyalty in various client segments with adjusted content and multichannel communication – case study Makro Poland

Anna Heimberger, Head of Marketing, Branding and Activation, MAKRO POLAND

Interactive Q&A session

“Cross Usage” – the key to success in coalitions and marketing alliances of retailers

  • What influences successful partnership?
  • Effects achieved in the biggest loyalty partnerships in the world
  • Practical examples of increasing cross usage effect
  • New technologies and geolocalisation for increasing cross usage

Piotr Krzeszowiak, Managing Partner, Envolved Polska

Interactive Q&A session

Coffee break and splitting into workshop sessions – meetings with experts, in smaller groups

Loyalty, Churn & Retention in Services
“THEY’LL FORGET WHAT YOU SAID (...) AND WHAT YOU DID, BUT THEY’LL NEVER FORGET HOW YOU MADE THEM FEEL” – BUILD EXPERIENCE AND CLIENT SATISFACTION WITH CX
Moderator: Dorota Chmurska, Head of the Cross-Sell Team, BANK POCZTOWY

How to retain the Millennials – has anyone seen it? Does anyone know?

Katarzyna Anosowicz, Customer Experience Expert, TVN GROUP

Interactive Q&A session

Are we “useful” in our contacts with the clients

  • how to surprise the clients to make them feel “taken care of”
  • personalising the message
  • marketing automatisation

Agata Arciszewska, Director of Travel Club Marketing, TRAVELIST.PL

Interactive Q&A session

Coffee break

Cost of acquiring vs. cost of retaining a Client – is it worth to invest in Client loyalty

  • what’s more cost-effective – investing in acquisition or maybe retaining the Clients and investing in their loyalty
  • case study Citi Handlowy

Mateusz Oleksy, Director of the Unsecured Loans Portfolio Management Office, CITI HANDLOWY

Interactive Q&A session

9 ideas for better satisfaction research

  • bites and bumps in satisfaction surveys: analyzes, indicators, proven methods

Tomasz Jędrkiewicz, Market Research Manager, T-MOBILE POLAND
Oskar Żyndul, Chief Market Research Specialist, T-MOBILE POLAND

Interactive Q&A session

Coffee break and splitting into workshop sessions – meetings with experts, in smaller groups

Loyalty in FMCG Market
DISCOVER EFFECTIVE TOOLS FOR STRENGTHENING RELATIONS IN THE FMCG SECTOR ON THE TRADITIONAL MARKET
Moderator: Paweł Wojciechowski, Business Director, PERFORMICS (PUBLICIS MEDIA)

Following the Nomad consumer – Almette 360o campaign, that is how to spill the milk in the positive sense of the phrase

  • from a good marketing idea to a successful campaign
  • good marketing concept as a pass-key to trade marketing
  • the cooperation between marketing, trade marketing and sales as the basis for campaign’s effectiveness

Jacek Prusaczyk, National Sales Support Manager, HOCHLAND POLSKA

Interactive Q&A session

Loyalty - true or false
How to build consumer loyalty in the FMCG market?

Karolina Karolczak, former Head of Trade Marketing, TCHIBO POLAND

Interactive Q&A session

Coffee break

Building loyalty without Valuable prizes - gamification case study

  • gamification vs loyalty programs
  • gamification as a motivation strategy
  • Efficiency of gamification

Tomasz Weber, Marketing Communication & PR Department Manager

Interactive Q&A session

How don't pay tax twice

Dr. Zbigniew Okoń, Legal Counsel, Partner, Maruta Wachta

Interactive Q&A session

Coffee break and splitting into workshop sessions – meetings with experts, in smaller groups

Inspirations & Innovations in Loyalty
WHAT REALLY BUILDS RELATIONSHIPS? INSPIRATIONS FOR LOYALTY – FROM THE ECONOMY OF COOPERATION TO LOYALISING THE MILLENIALS
Moderator: Sebastian Starzyński, Owner / President, ABR SESTA

The economy of cooperation – the feeling of belonging and loyalty

  • what is the economy of cooperation and how well known is it in Poland – results of a study
  • methods of community building – UBER, Airbnb, BlaBlaCar
  • gaining competitive advantage through the network effect, hyperpersonalisation and personal brands

Sebastian Starzyński, Owner / President, ABR SESTA

Discussion panel: Community member vs. client – how economy of cooperation portals build engagement

  • various portals, various communities, various methods of engagement
  • secrets of managing communities in economy of cooperation portals – the role of a community manager
  • how to effectively cooperate with communities of economy of cooperation portals

Moderator:
Sebastian Starzyński, Owner / President, ABR SESTA

Panelists:
Jakub Sobczak, CEO & Founder, www.polakpotrafi.pl
Jakub Wesołowski, Board Member, NEPTIS
Karol Sadaj, Director of Marketing, UBER
Michał Malanowski, CIO, CARREFOUR POLAND
Marcin Giełzak, Vice-President of the Board, ShareHire

Everything turned upside down! About dogs, cats, storks and people in the era of bought loyalty

  • advocacy – effective CgC (Consumer gets Consumer) methods from the perspective of managing client experience
  • client as the product’s co-creator – a big lie of globalisation or a chance for the courageous?
  • unlimited client access to product and service information and the sad part of a “loyalising boss”

Jacek Powałka, CMO, EXPONDO.COM

Interactive Q&A session

Coffee break

B2C loyalty programme for the FMCG sector, independent from retail chains – on the example of Procter&Gamble and Danone

Kamil Janiszewski, Cofounder, LISTONIC.COM

Interactive Q&A session

New phenomena in loyalty management - case studies of PAYBACK local edition of the world

  • In Poland: Videomania, B2B / B2E programs,
  • In Germany: PAYBACK Pay, beacons, mobile, digital,

Michał Pieprzny, CEO, PAYBACK POLSKA

Interactive Q&A session

Coffee break and splitting into workshop sessions – meetings with experts, in smaller groups

16:30 1st WORKSHOP SESSION

WORKSHOP 1

The impact of influencer marketing on brand loyalty

Dominik Zacharewicz, Managing Partner, LOYALTY POINT

WORKSHOP 2

Personal data protection regulation - “atomic” revolution in personal data protection

Agnieszka Braciszewska, Senior Lawyer, NORTON ROSE FULBRIGHT PIOTR STRAWA & ASSOCIATES
Piotr Milczarek, PhD, Legal Advisor, NORTON ROSE FULBRIGHT PIOTR STRAWA & ASSOCIATES

WORKSHOP 3

Brands need love not just likes!

  • Word of Mouth Marketing jako narzędzie długofalowej lojalizacji konsumenta
  • integracja content generated media z komunikacją 360° marki
  • case studies – Polska i świat

Rafał Krauze, Country Manager, TRND POLAND
Andrzej Wierzchoń, WOM Sales Manager, TRND POLAND

WORKSHOP 4

New ways of building loyalty in email communications in 2017

Michał Walachowski, Managing Director, EMAILLABS

Coffee break and moving to a different workshop session

17:25 2nd WORKSHOP SESSION

WORKSHOP 1

Training: Mindfulness for leaders – practical stress management workshops

  • Leader – stop!
  • Where do you get the energy for managing from?
  • Do you use your emotions consciously or rather act automatically?
  • Are you really on top of what you’re doing?
  • Can you take a break in the everyday rush, among thousands of decisions to be taken? Can you “catch” a moment JUST for yourself?
  • You were taught how to manage a company, but do you know how to manage stress?

Practical mindfulness workshops for leaders. ATTENTION! These 45 minutes may change your life.

Joanna Delbar, Founder, JOANNA DELBAR INSTITUTE

WORKSHOP 2

We invite you for jogging with trainer from Decathlon!

Gifts for all the participants!

WORKSHOP 3

Latino dance course – for all willing to learn the secrets of this dance style – conducted by a certified instructor

End of the conference part of the first day of the Forum.

Loyalty Awards 2016 Gala


Awards ceremony for the best B2C and B2B loyalty activities

Integration event of the loyalty community – this time casino themed!

DAY 2, 21ST APRIL 2017

Registration and morning coffee

Welcoming of the Participants and networking

Katarzyna Klimkiewicz, Project Director, Blue Business Media
Tomasz Makaruk, PhD, President of the Management Board, i360

PLENARY SESSION

INSPIRATIONS SESSION: “THE SHOEMAKER'S SON ALWAYS GOES BAREFOOT”, MEANING NEVER FORGET ABOUT YOUR OWN DEVELOPMENT

Charisma and leadership – how to be a leader in an organisation today

Charisma is currently understood as a set of social engineering skills strengthening the leader’s actions, immediately creating esteem, authority and respect as well as motivation needed to act on his behalf. Today we’ll deal with building these skills.

Piotr Tymochowicz, Media and political advisor
Michał Lenczyński, Communicator and Image Designer

Loyalty is not enough. We need a wider perspective ...

  • International experience and Mastercard perspective
  • Programs in Europe
  • Polish experience

Grzegorz Suszko, CRM Director in the Polish branch, MASTERCARD EUROPE

Range is not all. The role of influencers in building loyalty.

Discussion panel with:

Rafał Masny - Abstrachuje
Nadia Długosz - Beksy
Y - Magic of Y
Piotr Latała (Ziemniak)

  • What is most important in building brand-consumer relations
  • How brands should gather the audience on the Internet and what can they learn from the Influencers
  • How to retain the acquired audience, build engagement and loyalty
  • Is long-term cooperation with an Influencer the only kind of cooperation that can translate into brand loyalty?
  • Product placement, review, test, branding – in what other ways can brands cooperate with influencers and which of these actions are going to result in the strongest attachment of the consumer to the brand

Moderator: Łukasz Głombicki, Head of Communications, LifeTube

Coffee break and splitting into parallel sessions

11:30 - 12:35 - WORKSHOPS

Charisma and leadership – how to be a leader in an organisation today

An exceptional occasion to learn the secrets of building charisma, authority in the department and discover the theory of influence. The small number of Participants and interactive formula of the meeting guarantee acquiring unique knowledge and tips from Piotr Tymochowicz - a famous media and political advisor a famous media and political advisor, Michał Lenczyński, Communicator and Image Designer

Only 20 places!

PARALLEL SESSIONS

Loyalty IN RETAIL
DIRECTIONS OF DEVELOPMENT AND MEASURING LOYALTY ACTIVITIES
Moderator: Tomasz Makaruk, PhD, President of the Management Board, i360

What new solutions will help us to build customer satisfaction
Case study DOUGLAS POLSKA

Michał Kaczmarek, CRM COORDINATOR, Douglas Poland

Interactive Q&A session

More for less – practical usage of BIG DATA in personalised direct communication – examples from the leaders of the Polish retail market

Dominik Zacharewicz, Managing Partner, LOYALTY POINT

Interactive Q&A session

Lunch

Not about loyalty, but about the future

  • What generations of customers are present today in the market?
  • What new changes are anticipated in consumer behavior?
  • What will happen in 2 years in technology and how will they change your customers?
  • If you are planning a loyalty program for your customers today, consider how your customer will change until 2019

Tomasz Jędraszczyk, Independent Advisor in Marketing and E-commerce. Former Marketing Director in large retail chains and digital expert managing T-Mobile and heyah portals

Interactive Q&A session

Where do we draw the profitability boundary of our loyalty activities

  • aim of the activities and methods of measurement
  • what KPI do we have
  • what is the measurement of success for a loyalty programme

Grzegorz Sroga, Loyalty Manager, INTERSPORT POLSKA

Interactive Q&A session

End of the Forum

Loyalty, Churn & Retention in Services
CHURN AND RETENTION – HOW TO “FIGHT” FOR THE CLIENT ON A COMPETITIVE MARKET
Moderator: Tomasz Jędrkiewicz, Market Research Manager, T-MOBILE

The 7 realities of building a customer centric culture

  • why, in order to improve customer experience in an organization, the right culture needs to be in place
  • the things that need to happen to build customer centric culture
  • why it's so important in today's fast moving world to develop this culture

Oke Eleazu, Chief Operating Officer, Bought By Many

Interactive Q&A session

Human experience management

Marcin Charkiewicz, Head of Department B2C / B2B Market Solutions, ORANGE POLAND

Interactive Q&A session.

Lunch

Multichannel client retention

  • CEM and retention activities
  • Channels of contact used in the process of retention

Justyna Ratajczak, Head of Client Retention Teams, BZ WBK

Karol Koleński, Business Relations Specialist, BZ WBK

Interactive Q&A session

The costs of retaining and losing a client

Monika Boroszewska, Campaign Manager, Alior Bank

Marcin Tatarata, CRM Director, Alior Bank

Interactive Q&A session

End of the Forum

Loyalty in FMCG Market
CONSUMER LOYALTY ON THE FMCG MARKET – FUTILE EFFORTS?
Moderator: Paweł Wojciechowski, Business Director, PERFORMICS (PUBLICIS MEDIA)

Changes in consumption on the FMCG market and their influence on loyalty activities

  • changes of Poles’ shopping behaviors – where the low loyalty comes from?
  • brands or products – what do we buy?
  • the influence of retail chains communication on brand recognition and value
  • how to transform a declaration into a purchase without resorting to price promotions – worldwide examples
  • Young adults – how to loyalise the disloyal?

Aleksandra Borycka, Insight Director in the Strategy Department, KOMPANIA PIWOWARSKA

Interactive Q&A session

Buying customer loyalty as an implus and habits

Dobromir Ciaś, Managing Director, Edge NPD

Interactive Q&A session

Lunch

Consumer loyalty on the FMCG market: dialogue with the consumer

  • storytelling
  • social media – channels and tools

Iwona German, Marketing Director, MCCORMICK POLAND

Interactive Q&A session

Influencer marketing as a way to build an exceptional relation between the brand and the consumer

Urszula Jaworska, Senior Brand Manager, COCA-COLA POLAND SERVICES

Interactive Q&A session

End of the Forum

Inspirations & Innovations in Loyalty
USE THEIR POWER! THE ROLE OF INFLUENCERS AND TECHNOLOGY IN LOYALTY ACTIVITIES
Moderator: Sebastian Starzyński, Owner/President, ABR SESTA

Can loyalty be bought? A different approach to building client engagement

  • client of the brand, not of the sales channel
  • loyalty as a sum of emotions and experiences
  • 3 steps of building a brand the clients will love

Jakub Gierszyński, e-Commerce Director, DECATHLON

Interactive Q&A session

Technology in loyalty, meaning increasing client satisfaction through shopping scanning applications “Scan and Buy”

Piotr Łachut, Head of Marketing, PIOTR I PAWEŁ

Interactive Q&A session

Lunch

Own YouTube channel as a long-term strategy of gathering a loyal audience: objectives, idea, formula, distribution, success measurement

Special guests, Influencers:

Piotr Jeleń, Sebastian Jasnoch, Michał FloriańczykJelenie Jaja

Rafał MasnyAbstrachuje

Piotr Latała (Ziemniak)

Moderator: Łukasz Głombicki, Head of Communications, LifeTube

Interactive Q&A session

Building customer loyalty, antichurn or searching for new clients – what pays off the most – case study MAZDA MOTORS

Rafał Badowski, Sales Director, MAZDA MOTORS

Interactive Q&A session

End of the Forum

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