8th Annual Enhancing Customer Loyalty and Retention Summit

5 - 7 Jun 2018, Barcelona

8th Annual Enhancing Customer Loyalty and Retention Summit was designed for you to learn about the loyalty programs from different companies represented by industries such as telekom, banking, retail, hospitality, and aviation. Come and learn about the latest findings, strategies, and challenges successful companies are happy to share with you in one place. Inevitably, in the competitive market it is important to find out how to deal with the competition. Without satisfied customers, there would be no business. What can you do to retain you customers, make them satisfied and grow your business?

At this annual, you will learn why it is important to distinguish the loyalty and rewards programs, the impact of the digital world on customer loyalty and retention, what the role of the personalisation in retail means, enhancing customer retention via ongoing surveys, the role of the AI in the customer journey, and many more. Therefore, do not miss this opportunity out to discuss the challenges and hot topics around the customer loyalty and retention.  


Key Speakers

Sophie Privat

Head of Flying Blue Operations & Web

Air France KLM

Laura Malinsky

 Head of Contact Centre Capabilities


Gerald Schlogl
Director Miles and More Program and Airline Partnerships
Miles & More GmbH | Member of Lufthansa Group

Thomas Geitzenauer
Head of Global CRM Interaction

Leman Emine Ozturk
Head of Fixed Voice Revenue Management
Turk Telekom

Elena Merati
Head of CRM Individuals

Key Topics

  • Soliciting and evaluating new concepts, solutions, and ideas thanks to the VoC
  • How to make the most of the digital advantage? Leverage the digital technology and improve retention and loyalty of your customers
  • What are the most important objectives in loyalty programs that made you succeed?
  • What do you have to stress when it comes to the distinguishing between the loyalty and the reward programs?
  • Is it possible to achieve churn reduction? How? Proving everything can happen
  • How can personalisation create lasting loyalty?
  • Applying the NPS to boost the retention of the customers
  • The ways how to understand the customers’ needs
  • What is the most successful way of increasing the satisfaction of your customers?



Who Should Attend

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of Departments from aviation, banking, hospitality, pharma, telecom and retail industries involved in:

  • Customer Loyalty
  • Customer Retention 
  • Customer Care
  • Customer Value Management
  • Customer Relationship Management
  • Customer Operations 
  • Customer Analytics


  • Customer Life-Cycle Management
  • Customer Centricity
  • Customer Insight/Research
  • Customer Engagement
  • User Experience
  • Marketing 
  • Contact Centres


1.       Updates on GVP modules

Register for event



Allan Lloyds Group
Trnavska cesta 82, 821 02 Bratislava, Slovakia

+421 221 025 322


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