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Customer Loyalty
Conference

27 SEPTEMBER 2018 
HOTEL RIVAL, STOCKHOLM
Customer Experience is the new loyalty 

BE ON TOP IN CUSTOMER LOYALTY, CRM & CX

A day full of insights, trends, hands-on tips and inspiration from preeminent experts and companies. During the day you will have the opportunity to network with your colleagues and share experiences with people in the same position as you. The conference is followed by Loyalty Networking Dinner.

Customer Loyalty Conference is for you who work within Customer Loyalty, CRM or CX and is arranged for the 7th time in Stockholm. Customer Loyalty Conference is a part of Loyalty Week.

    Learn from the best companies and experts
We have gathered experts in the area, mixed with cases from companies in lead. 

    Meet your colleagues in the industry
Network and share experiences with people in the same position as you. Do not miss Loyalty Networking Dinner directly after the conference!

    99% happy participants
The conference had 99% happy participants in Stockholm 2017.

    Demosession
Learn more, get inspired and spot leading solutions from our partners.

  • "A LOT OF THE SPEAKERS WHERE INSPIRING AND GAVE GOOD EXAMPLES OF CHALLENGES THEY HAD IN THEIR JOB”

    Johannes Nilsson, ICA Reklam

  • ”A GREAT MIXTURE OF KNOWLEDGE AND INSPIRTAION. REALITY AND THE FUTURE”

    Peter Olofsson, Ikano

  • "Mats as a moderator gave a great holistic view and was a great representative of the audience upon stage"

  • "VERY WELL ARRANGED, HIGH LEVEL ON EVERYTHING"

    Helene Friberg, Marketing Manager, Autoconcept

  • "STAFFAN IS AN OUTSTANDING SPEAKER WHO GAVE US GREAT TOOLS AND REALLY TAUGHT ME TO SOLVE A PUZZLE I HAVE TRIED TO SOLVE FOR A LONG TIME"

    Anna Thoren, Länsförsäkringar (participant at the course)

  • "Excellent mixture and great level of the speakers. Highly appreciate when you get inspired from both experts and cases from the real world"

SPEAKERS STOCKHOLM 2018

Joakim Thörn

CX Transformer, Key Note speaker and co-founder @ Effectly

For the past 25 years, Joakim has helped companies and organizations make a difference with customer experiences as the ultimate differentiator. Stated with Service Design at HU in Chicago, Co-founder of Itrim in 2001. Today, acting as CX transformer and co-founder at effectly.com - A Experience Management Transformation Company that will ensure the real effect where customers stay longer, pay more and recommend your brand. Joakim's motto: I'm here to serve. Everything Joakim and Effectly do today is about inspiring and leading people to create passionate and authentic experiences in all interactions.The result is a world with more wow-feelings and happiness.

Karin Zingmark

Advisor, KeyNote Speaker and author of the book “Talk the Walk”

Karin Zingmark has over 20 years of experience in driving change on the topic of communication and leadership, most recently as CMO Lead at Microsoft. Today, she is a sought after speaker and strategic advisor, and is current with her book “Talk the Walk - how to succeed with digital communication." With lots of curiosity and a passion for the internet, Karin ensures that the new opportunities are seized in a connected world of work.

Emma Hernell

executive vice-president @ HUI Research

Emma Hernell is executive vice-president at HUI Research, as well as one of Sweden’s most highly-ranked retail experts and a coveted speaker within consumer trends and retail. Earlier on she has been working at United Minds with consulting assignments and trend insights as foundation for change management.

Elaine Eksvärd

Rhetoric expert, lecturer, author and CEO @ Snacka Snyggt

Elaine Eksvärd is one of the most respected communication advisors and lecturers. She won Swedens best speaker in 2016 and has written three best-selling books about communication that has sold over half a million copies. Elaine says: ‘Communication is a muscle and very few of us are born with a six-pack. My ambition in everything I do is to give people training in rhetoric so that they can acquire that communication six-pack!’ Elaine has done a lot of work in Europe and is a safe choice for success! Her motto is to make sure the message shouldn’t go out, it has to get in.

Joel Rönneman

Head of Sales and Marketing @ Kjell & Company

Joel joined Kjell & Company in 2002 at the early entrepreneurial stage, 8 stores and around 70 employers at the time. He worked in several positions related to sales and management over the years. Currently focusing on shifting from traditional marketing channels to digital personalized marketing for the company.

Martin Knutson

Head of Business Development & IT @ Kjell & Company

Joined Kjell & Company in 1999. Started working side by side with the founder/entrepreneur in 2001. Kjell (est. 1989) was then still a small family owned business with 5 stores in southern part of Sweden. Martin had the opportunity to work in many fields and disciplines within the company and learned a lot while the business was growing. Later on he focused more on IT and eCommerce and implementing Business Systems. Currently responsible for Business Development and IT and focusing on digital initiatives with the customer in mind.

Cecilia Arneving Juhlin

Founder @ Moderamen Consulting

Cecilia Arneving Juhlin is a freelancing marketing consultant specializing in CRM and Analytics with a passion for helping companies become customer centric. According to Cecilia, respecting customers data privacy is a pivotal part of being customer centric. The last couple of years she has worked with different lawyers and digital marketing experts to understand and teach the practical implications of GDPR and E-privacy in the area.

Mats Gustafsson

Founder @ Wednesday Relations

Mats founded Wednesday Relations 2002 and have extended experience in marketing, sales, digital business and CRM. Mats has worked in line-positions within marketing and sales in Sweden and worldwide. Together with Wednesday Relations, Mats has created a lot of conferences and seminars, and is also a very popular and well-experienced moderator.

*With reservation for changes

Program Stockholm 2018

09:00

Hotel Rival

Welcome to Customer Loyalty Conference 2018

Opening remarks

Mats Gustafsson

Founder @ Wednesday Relations

Hotel Rival

Customer Obsession: The story about X and O-data, deep empathy and how emotions affect customer purchase decisions and why you should care

More than 90 % of all purchase decisions are taken unconsciously and not on logical and conscious choices. How do you ensure your customers' feelings about you and your brand in all touchpoints through the customer journey and ecosystem? Why you need to deeply understand the X-data behind the O-data. What's the real difference that makes a difference in everyday life for your customers, where they pay more, stay longer and act as fans for your brand aka recommend your brand to family, friends and colleagues? Emotions in business is here, are you? 

Joakim Thörn

CX Transformer, Key Note speaker and co-founder @ Effectly

Hotel Rival

Talk the Walk - How to build a communicative organisation prepared for tomorrow

Digitalisation leads to globalisation, changing consumer expectations, unexpected competition and a totally new media landscape which in turn demands of businesses to work in a different way. That time when management could delegate communication to a specific communications department, that packaged and distributed the company’s message to the outside world, has long passed. Today’s businesses must become fully communicative by listening, analysing the outside world, taking in customer insights and pushing for change in an ongoing dialogue with both co-workers, customers and the society they are a part of. Building a communicative organisation is essential to survive in our fast moving, globalised society, and the journey needs to start now. 

Karin Zingmark

Advisor, KeyNote Speaker and author of the book “Talk the Walk”

Hotel Rival

What will happen when Amazon arrives

Amazon will soon arrive to Sweden. That will have an impact on all B2C organizations. With tremendous success with their loyalty program Prime, it also comes set-backs, learn from the retail expert Emma Hernell.

  • How will the game plane change when Amazon establishes in Sweden?
  • How important is the loyalty program Prime to Amazons success in Sweden?
  • Which actors are most vulnerable and are there any winners at the Swedish market?

Emma Hernell

executive vice-president @ HUI Research

Hotel Rival

GDPR came with a bang – so now what?

That GDPR came into effect in May this year cannot have gone unnoticed by anyone, but how has it effected the Marketing department since then? 
Do you struggle with questions like:

  • How to secure customer consent through the whole chain of actors in the digital marketing space?
  • How to relate to Google, Facebook and different ad serving networks as an advertiser?
  • Will retargeting die and what about profiling the customer base?

These are tough questions and no marketer wants to make mistakes that could lead to regulatory sanctions and bad press. Cecilia will give you a status update and some advice four months after the imposition of GDPR.

Cecilia Arneving Juhlin

Founder @ Moderamen Consulting

Hotel Rival

Case: Data driven customer insight transforms Kjell & Company with already great focus on Customer Experience

How culture and engagement to deliver the best customer service and customer experience is crucial.

  • Change work before and after the launch of the Loyalty program at Kjell & Company - important lessons
  • Integrated Multi channel platform as an enabler for success at recruiting and identifying members
  • Analyzing the customer base to deliver a personalized and relevant message to the customer
  • The readjustment of the organization to become 100% Customer Centric

*Held in Swedish

Joel Rönneman & Martin Knutson

Head of Sales and Marketing & Head of Business Development & IT @ Kjell & Company

Hotel Rival

The art of making people want to listen - to you

"It’s not about the art of speaking, it’s the art of making people want to listen” - words from the author and speaker Elaine Eksvärd. Do you get nervous just thinking about speaking in front of people or meeting new people? Elaine will give you the tools to become the best rhetorical version of yourself. You’ll be able to talk to different people and make them remember you. You’ll know why it’s crucial and how to make people like you in a few seconds, how to use body language to strengthen you and much more. This speak will give you the tools that will transform the link between you and the rest - communication. Elaine will give her best advice on how to become a mingle and networking expert.

Elaine Eksvärd

Rhetoric expert, lecturer, author and CEO @ Snacka Snyggt

17:00

Hotel Rival

Remarks from the day

Mats Gustafsson

Founder @ Wednesday Relations

17:00

Hotel Rival

Loyalty Networking Dinner

Do you want to become a Business Networking Expert? We continue the day with food & drinks, music and a lot of networking with inspiration from Elaine Eksvärds presentation at the conference.

Read more here

*With reservation for changes

Tickets

early bird

Conference ticket

Book early and save 1 000 kr on the participation fee.
Valid until 8th of July.

Book 2 or more tickets and get 500 kr discount per ticket.

3490 kr
buy ticket

Standard

Conference ticket

Book 2 or more tickets and get 500 kr discount per ticket.

Charity organizations (90-accounts): 40% discount on conference ticket on ordinary price.

4490 kr
buy ticket

Add-ons

(Possible add-ons when booking your conference ticket)

CX & Customer Journey Mapping
Kundresor och CX samt kunskap om vilka områden en organisation behöver fokusera på för att bli kundcentrerad.
*Held in Swedish
Read more here

CRM & kundutveckling - Fördjupningskurs
Ett strategiskt CRM-arbete som genomsyrar hela organisationen och vilka delar som krävs för att du ska lyckas och ligga i framkant.
*Held in Swedish
Read more here

Hotel Room at Rival
Are you travelling to Stockholm for Loyalty Week? Secure your stay at Hotel Rival.
Book a standard room including breakfast for a discounted price together with your conference ticket.

Some of our previous participants ♥

PARTNERS STOCKHOLM 2018

Keep me posted