Loyalty World 2012 - list of video presentations 

 

 

Q&A with Air France KLM: delivering excellent customer experience › Herbert Verschuren, VP Customer Marketing, Air France and KLM

Mind the Loyalty Gap › Dean Van Leeuwen, Co-Founder, TomorrowToday

‘Legends of Loyalty’ Panel › David Johnston, President and CEO Europe, AIMIA › Sir Keith Mills, Deputy Chairman, LOCOG (London 2012) and Founder, Airmiles › Richard Baker, Chairman Group Aeroplan Europe, DFS, and, Virgin Active › Terry Hunt, President, The Institute of Direct Marketing, Co-Author of Scoring Points, and Founder,, Customer & Co

Millennial Loyalty: understanding their attitudes and opinions to build stronger relationships and greater loyalty › Mr Rick Ferguson, VP of Knowledge Development, Groupe Aeroplan

Loyalty Wars › Mr Bartosz Demczuk, Sales Director, Loyalty & Marketing Solutions, Comarch S.A.

Challenger Brands: the innovative approach to customer engagement › Keith Abel, Founder & CEO, ABEL & COLE

Keynote Address: The Rise of the Datarati: Turning Customer Data into Revenue › Rupert Duchesne, President & Chief Executive, Aimia

The value of promoters › Arne van de Wijdeven, Director Customer Experience and NPS, Philips International

Creating the ultimate customer experience › Michelle Geraghty, Senior Business Leader Cardholder Solutions, MasterCard Europe › Luca Leoni, Head of Market Intelligence, BancoPosta

Why Moments Matter › Nigel Shanahan, Managing Director, Rapide, The Moments of Truth Company

Panel discussion: Analyzing how Mobile-Social is changing the way you connect with your customers › Martine Edgell, Digital Communications Specialist, Mercedes Benz & Smart › Ilicco Elia, Head of Mobile, LBi › Mr Tony Fish, Founder & CEO, AMF Ventures

Social loyalty: The future of the social web › Ciaran Quilty, Online Sales & Operations Manager, Facebook

Delivering customer-centric loyalty via coalition programmes › Chris Allin, Director of Loyalty & Customer Communications, British Gas

Panel Session: Consumer skepticism: are we witnessing an emerging depopularisation of schemes? › Susana Miranda Hansford, Group Marketing, Internationalization & Operations Loyalty Programme, Meliá Hotels International › Francois-Yves Caya, Manager, Loyalty Marketing and Customer Relationship, VIA Rail Canada › Dorothée Mariotte, Senior Loyalty & CRM Manager, Eurostar International

The North Face Case study: Gaining an Insider's View of today’s Loyal Consumer › Mr Brett Hannath, Senior Loyalty Strategist, TIBCO Loyalty Lab › Patrice Christensen, CRM Manager, The North Face

A paradigm shift – from ‘reward’ to ‘recognition’ › Francois-Yves Caya, Manager, Loyalty Marketing and Customer Relationship, VIA Rail Canada

Panel Session: The impact of mobile on the future of transaction processes – converting contact to commerce › Simon Wallwork, Head of Digital Marketing, Subway › David Slocombe, Innovation Product Manager Mobile Technologies, Lastminute.com

Developing a trans-media strategy to meet customer expectation: why you shouldn’t restrict loyalty to online › Helena Leite, CEO, Cardmobili

How global brands can achieve success through social CRM › Rachel Bristow, Media Director UK & Ireland, Unilever

Redefining customer experience through contact centre optimization › Jonathan George, Head of Contact Centre Services, Specsavers

Leveraging multi-channel service strategies to maximize customer experience › Simon Russell, Head of Multi Channel, John Lewis

Customer service in a social marketing age › Mat Braddy, CMO, Just-Eat

The Power of Rewards: Satisfying Clients and Reducing Costs of running Loyalty Schemes › Mr Derk Möller, Vice President CRM, Loyalty and Rewards Solutions, Arvato

Global reach: taking your loyalty programme into emerging markets › Susana Miranda Hansford, Internationalization & Operations Loyalty Programmes Manager, Group Marketing, Meliá Hotels International

Standing out from the crowd through cloud CRM › Denis Huré, CEO, The First Club

Keynote Address: How to build a business from the customer, up! › Jenn Lim, CEO & Chief Happiness Officer and Consultant for Zappos inc, Delivering Happiness

Keynote Address: Building Loyalty in the Transparent Age: Your Customers’ Expectations are Rising in Real Time › Martha Rogers, Founding Partner, Peppers & Rogers Group

Keynote Address: Growth, leadership, transparency and your customer › Sir Terry Leahy, former Chief Executive Officer, Tesco plc

New Strategies for Mobile Loyalty › Daniel Cuffley, Director of Sales, Velti

 

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