Loyalty Summit CXM Zurich 2023

CX has a wealth of Customer Management and Loyalty experience and will share a unique perspective on two customer focused disciplines going in different directions. The session will clarify what CX is and how it can be closely linked to Loyalty practices.  CX will introduce the CX Excellence Framework that aligns perfectly with Loyalty practices by creating deeper bonds with customers. The presentation will include CX best practice stories from around the globe and will discuss the impacts of technology and human touch on both the loyalty and CX industries.

Join Loyalty Summit Co-Chair Phil Rubin and Kognitiv’s Chief Strategy Officer, Jisun Hahn as they discuss managing multiple data sets across tech stacks, the challenges that poses to reporting up on program ROI, and how Kognitiv aims to solve for all the above with their new product, Kognitiv Pulse. They’ll discuss how Pulse empowers brands to see where their customers are today and predict where they’ll be tomorrow as they move through program milestones in real-time. This new technology promises to be equally transformational for brands and their customers’ experiences.

While we live and operate in world with global brands, creating a seamless and consistent customer experience remains a challenge, for reasons related to governance, operating structures, leadership and of course, “local” variables. This discussion will feature global loyalty leaders addressing the challenges and their solutions to meet the challenges of managing and delivering against customer expectations of their brands across oceans and time zones. Moderated by Phil Rubin.

What are the leading innovations that will transform loyalty over the next 10 years.

It has never been more important to look at the bigger picture, to look outside of your own brand experience, sector, audience and market. This brand new and exclusive research by Mando-Connect and YouGov explores membership, appeal and impact across 24 European markets and introduces a new way to measure loyalty engagement – The Loyalty Gauge

Coalition programs should be the dream ticket for engagement as they allow more customers to collect more rewards, at more places more quickly.  But after initial global success of brands like Airmiles, Nectar, Payback and FlyBuys recent years have been less kind.  So what is next in this space?  What does a coalition for 2023 look like?  Who are the likely winners and losers and what needs to change before we see the next global loyalty giant?  Moderated by Jan Boluminski and Harald Deprosse.

What are the keys to creating and sustaining a successful marriage between business partners for mutual gain? One of the hottest areas in business development is partner development. Not the kind that is temporary, but long-lasting strategically built partnerships that are fulfilling for the partners as well as valued customers/program members. David Slavick, Co-founder & Partner of Ascendant Loyalty has built partnerships by Uniting Loyalty® across the spectrum of dining, entertainment, recreational sports, streaming services, paid subscriptions, telecom and financial services.  He will lead a panel of loyalty leaders to share 12 practical constructs that can make a marriage last for a lifetime! Moderated by David Slavick.

Join us for a truly Swiss dining experience at one of Switzerland’s oldest restaurants, Zeughauskeller. Our Annual Retailer Only Dinner will include rustic Swiss dishes & draft beers in a 15th-century building, with oak beams & historic artifacts. Separate registration required, retailers only.

Join PetSmart’s Bradley Breuer to learn how their loyalty program, Treats, went from over-looked cost-center to a highly valued, revenue-generating marketing asset that’s respected across the organization. He’ll take you through how their program was created, how it’s evolved over time and, most importantly, the future of how the program will reflect the company’s core values even more deeply and enable their members do ‘Anything for Pets’.

Discover how Quiksilver and Roxy have entered the loyalty for good era by partnering with allcolibri.

When the GDPR was launched in Europe in 2018 the headline message was protect customer data or face eye watering fines, but where are we four years on? How have brands adapted to the new legislation? Who have been the winners and losers? Where are we now and where will be in 5 years time? This panel discussion will explore these questions and more to understand the threats and opportunities that data protection can bring all loyalty professionals. Moderated by Andy Kulina.

What are the keys to creating and sustaining a mutually beneficial relationship with your customers? For one, it comes with understanding them not only based on personality characteristics but also their social relationships and cultural dynamics. How do you go beyond the basics of purchase history to learn more and in turn truly fulfill what they are asking for which is “show me that you know me” and give me what I want? It takes insight and too often marketers, especially those in the consumer goods sector as well as retailers with weak commitment to research are seeking to know more/learn more. Pam Erlichman Chief Evangelist Officer at Jebbit will tell stories about how companies have created a cohesive relationship with customers based on knowing motivations, interests and preferences to ultimately lift lifetime value. Moderated by David Slavick.

Trends and challenges in making your loyalty program more engaging and profitable in 2023.

Loyalty has always been more successful as an enterprise business strategy. As Stakeholder capitalism continues to gain in importance, brand trust and corporate purpose, including being a good corporate citizen, likewise become pillars to drive loyalty from customers and indeed, stakeholders. At the top of the list is addressing sustainability, which is now part of the loyalty equation and solution for brand leaders. People trust brands and the private sector more than governments and this session will address the opportunity being pursued by smart brands that are expected to do more, because they can.

Or how to use the latest findings in psychology to justify those things you have always instinctively wanted to do, but which finance folk don’t understand.

Join Kognitiv’s Chief Product Officer, Anthony Wintheiser as he demonstrates the real-time predictive powers of Kognitiv’s, launching-soon product, Kognitiv Pulse. He’ll show how this tool visualizes where your customers are today and predicts where they’re most likely to go in the customer lifecycle tomorrow. Pulse highlights who’s highly engaged and who’s in danger of churning in real-time and delivers recommendations on how to solve for problem areas across your entire customer database. The best part? It works as hard for companies with loyalty programs as it does for companies who don’t have a program in play. Pulse delivers the future of loyalty for all.

With brands like Starbucks, Nike and Disney making big bets on web3 and NFTs this technology is here to stay.  So what do you need to know, which brands are making an impact and where will we be in 3 years time?  We debate these questions and more with a panel of experts. Moderated by Iain Pringle.

Join us for an insider tour of the Kunsthaus and admire masterpieces by Monet, Munch, Cézanne, Gauguin, van Gogh, and Degas (separate registration required).

A highly memorable morning brunch is set for one of the best hotels in the world, the Baur au Lac, where royalty and celebrities have dined for over 175 years!  What better way to conclude our event than over a fabulous brunch while having the opportunity to listen, learn and collaborate with fellow CXMers on topics such as: Web3, AI/ML, Experiential Rewards, Personalization, Gamification and more.  Seating is limited, so please indicate your intent to attend in your registration.