Customer Show Middle East Conference Day 1

EXPERIENCE

Jeron Smith
09:00

Keynote inspiration: Embracing customer experience as the new marketing

•    How to transform your organisation into a customer experience powerhouse
•    WOWing your customers to accelerate business growth
•    Envisaging the perfect experience and determining how you get there
•    Providing fun, fulfilling experiences to capture and retain customers
•    Differentiating yourself in a competitive marketplace
Mr Mark Hayes
09:30

Inspirational case study Growth hacking: the scientific marketing revolution

•    Adapt or perish: surviving disruptive technologies
•    Thinking like networks: bolstering brand presence like Uber, Airbnb etc
•    How can established brands boost growth by acting like a start-up?
•    Driving conversion by accurately targeting and attributing spend
Mr Paul Lacey
10:00

Five drivers of customer loyalty

•    Highlighting trends in consumer behaviour and attitudes towards retailers
•    Exploring how marketers can use data to build meaningful relationships with customers 
•    Establishing true, long term loyalty
10:20

Networking session: Marketing pageant

A structured networking exercise to maximise your opportunity to make those invaluable conference connections with fellow marketers and solution providers

Each person has a voting card featuring two categories: Marketing King and Marketing Queen.

Walk around and tell as many people as possible about your customer experience strategies and find out about theirs; then vote for your winners. Pageant winners will be crowned at the end of the conference.

CUSTOMER SHOW

LOYALTY WORLD

DATA FOR MARKETERS

STRATEGY

CUSTOMER SHOW
11:00

Panel: How to use analytics

•    Knowing who your customers are and what they want
•    Making analytics the fuel to unite your strategy, people and processes
•    What data is useful data?
•    Deriving one best 360° version of customer truth useful for your entire organisation
 
Ali Rana, Marketing Lead, JadoPado
LOYALTY WORLD
11:00

Measuring your engagement efforts

•    Getting a complete view of your loyalty programme effectiveness
•    Why repeat behaviour does not necessarily equate to loyalty
•    Vanity metrics: reaching an accurate assessment of social media engagement
•    Deciding which metrics best determine engagement
CUSTOMER SHOW
11:20

The next industrial revolution - how analytics, AI and automation is changing the consumer markets forever

•    Case studies: AI and data-driven decision making in branding, distribution and client retention 
•    Overview: Ramifications of Analytics and AI on consumer trend cycles and customer loyalty 
•    Outlook: Wider implications of AI and Automation on the competitive landscape of consumer markets
 
LOYALTY WORLD
11:30

All the lessons learned from 270 million customers

•    We have more customer data – but are we smarter?
•    Do we respect time of our clients? 
•    From hate to love in the digital era – minutes or seconds? 
•    New generations & new technologies. Why it takes so long? 
•    Missed opportunities – how we can reach 800% ROI
CUSTOMER SHOW
11:40

Case study: Personalisation at scale

•    Ever-growing expectations: using analytics to provide a unique, tailor-made service
•    Determining the best segmentation method for your business
•    Impressing the customer with your response to the occasional error
•    Avoiding the ‘Big Brother’ effect
CUSTOMER SHOW
12:00

Context marketing in action – the way to creating the best digital customer experiences

•    How do you predict customer behaviors before customers act?
•    How can contextual data about the customer’s digital behavior help create value in the choice of suppliers and services?
•    How do you create personalized, contextual customer experiences that puts the customer at the center based on their behavior and history.
•    How do you meet customers’ expectations of a great experience in all digital channels?
 
LOYALTY WORLD
12:00

Move to stream 1


 

12:20 Roundtables

12:20 Roundtables

13:00

Community lunch

CUSTOMER SHOW

LOYALTY WORLD

DIGITAL

REWARDS & INCENTIVES

CUSTOMER SHOW
14:20

Panel: Ratings and reviews

•    The referral economy: protecting and promoting your brand
•    Collecting accurate, actionable customer feedback
•    Incentivising customers and influencers to review you
•    Rating your customers and effectively handling trolls
 
LOYALTY WORLD
14:20

Panel Joining a coalition loyalty program or running your own standalone program

•    Pros and cons of Coalition vs Own loyalty program
•    Likely costs of Own loyalty program vs Coalition
•    Does a shared data model outweigh the benefits of a standalone programme?
 
CUSTOMER SHOW
14:50

The future of advertising

•    Shifting away from publishing-centric mass media
•    Implementing more sophisticated behaviour-driven retargeting
•    Bypassing your competitors with programmatic marketing strategies
•    Understanding the underlying assumptions which inform ad targeting algorithms
 
LOYALTY WORLD
15:00

Discounts, rebates and protecting your bottom line

•    Making your rewards and discounts economically viable
•    Encouraging sustainable, increased expenditure
•    Weighing the effects on pricing power of standard, regular or occasional discounting
•    Points as a transferable currency: how liquid should they be?
CUSTOMER SHOW
15:20

O2O marketing: blurring the boundaries

•    Displaying user-generated content to craft authentic stories and a sense of community
•    Accelerating engagement via a two-way dialogue with your customers
•    Achieving true international, cross-platform engagement
•    Geo-locating relevant content to different parts of the world 

15:40 Roundtables

15:40 Roundtables

16:20

Networking break

16:25

Networking break

EMOTION

Panel discussion
17:00

Interview: Lessons from social media celebrities: defining your voice & being genuine

•    Storytelling: standing for something and being relatable
•    Giving your brand a voice across all channels
•    How to be perceived as a welcome guest in your customer’s life and not an intruder
•    Becoming a publisher: creating content with editorial value
•    Organic vs. paid: managing conflicts of interest or misrepresentation
•    Expert damage control and preventing social faux pas
17:30

Five things we've learned

Highlights from the day's presentations and discussions.  A brief recap of the challenges identified, solutions proposed and next steps outlined.
18:00

Private networking reception plus awards presented by Infinia Services & Solutions

last published: 14/Nov/16 14:55 GMT