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Customer Loyalty
Conference

CUSTOMER EXPERIENCE IS THE NEW LOYALTY

 

THIS YEARS EVENT HAS BEEN – THANKS TO ALL THE PARTICIPANTS, SPEAKERS, & PARTNERS FOR THIS TIME!

NEXT CUSTOMER LOYALTY CONFERENCE IN STOCKHOLM WILL BE ARRANGED IN SEPTEMBER 2019

 

THE FUTURE OF CUSTOMER EXPERIENCE, LOYALTY & CRM

A day full of insights, trends, hands-on tips and inspiration from preeminent experts and companies. The day will cover topics like Customer Obsession, emotions affect customer purchase, challenges with Customer Experience and how AI assist your team. You will also have the chance to listen to experts on what happens when Amazon arrives in Sweden and how to prepare for next step in GDPR and ePrivacy.

Network with industry colleagues and share experiences with people in the same position as you. Both during the day and at the Loyalty Networking Dinner.

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

    Become customer obsessed
We have gathered experts and exciting cases within Customer Experience, AI, organization, Amazon Prime and much more.

    Meeting Zone
Network and share experiences with your colleagues in the industry and talk to the speakers in the meeting zone. Do not miss Loyalty Networking Dinner directly after the conference!

    Demo-session
Learn more, get inspired and spot leading solutions from our partners.

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

    Happy and content
Breakfast, lunch and coffee & sweet refreshments will be served during the day.

  • "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"

Program Stockholm 2018

07:30

Foyer

Registration breakfast seminar

Registration for the breakfast seminar opens. Breakfast will be served. 

08:00

Stage: Rivalen

Breakfast seminar: Predictive Analysis in Machine Learning Studio

With the right tools it does not have to be hard to create a predictive analysis. In its purest form it should only take minutes with the correct data in a graphic interface. But taking the step from creating the analysis to get initiated is challenging. 

  • Predictive analysis – possibilities and process
  • Demo of Microsoft Machine Learning Studio
  • Experiences of ML Studio, hitta.se 

Register and read more here

*Held in Swedish

Gustav Rengby, Anna Max & Robert Chung

Vice VD @ Random Forest, Avancerad Analys @ Random Forest & CRM-ansvarig @ Hitta.se

08:30

Foyer

Registration Conference

Registration for the conference opens. Breakfast will be served.

09:00

Stage: Theatre

Welcome to Customer Loyalty Conference 2018

Opening remarks

Mats Gustafsson

Founder @ Wednesday Relations

09:15

Stage: Theatre

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

09:45

Stage: Theatre

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”

10:15

Foyer

Demo-session

Learn more, get inspired and spot leading solutions from our partners over a cup of coffee ☕️

  • Red Pine - "How to use Red Pine on a website"

10:55

Stage: Theatre

Survival of the fastest - keep up to speed with your customers

While the technological possibilities are endless it is your customers that are driving changes. How does this impact strategy, technology and people? Karsten will talk about the riddles in customer experience and how AI is able to assist you and your teams.

  • Is your strategy linked to your playing field?
  • Users trusts shift from brands to AI Assistants - are you ready? and how does this impact loyalty.
  • Technology isn't everything - can AI empover your team?
  • How are others working with loyalty?

Karsten Stokking

CMO Ambassador @ IBM

11:25

Stage: Theatre

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

12:00

Foyer

Lunch

Time to boost our energy over lunch and networking.

13:05

Stage: Theatre

Live podcast: An isolated loyalty strategy is pointless

Listen to a live podcast starring Marcus Birro, Lisa Hammar and Peter Nordström discussing:

  • Forget loyalty programs, focus on true loyalty
  • Forget customer relationship, focus on share of mind
  • Forget seller journeys, focus on customer journeys

Marcus Birro & Lisa Hammar & Peter Nordström

Author / Strategy consultant @ Differ / Director & Senior Partner @ Differ

13:35

Stage: Theatre

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

14:05

Stage: Theatre

Case: How Telia develops their customer experience

Listen to Ninoush story about Telias Journey to become Customer Obsessed. How to:

  • Set the vision
  • Long term work to change the culture
  • Select a few areas (of many) to focus on
  • Engage as many employees as possible

And most important – how to be consistence and don’t give up along the way.

Ninoush Habashian

Head of Customer Experience @ Telia Sverige

13:05

Stage: Rivalen

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

13:35

Stage: Rivalen

How to create meaningful Customer Experiences

People’s view on what is important and valuable in their relationship with companies and consumption is changing fundamentally. And fast. That takes some radical rethinking in how we act as a company through the whole organisation, and in all possible touchpoints. It’s a big business opportunity to act as a holistic and meaningful experience instead of just a corporate brand. And it’s more fun! In this session you'll get powerful creative methods to work with in order to create great experiences within your own organisation. You’ll also have a number of inspirational examples from companies who have succeeded.

Arvid Axland

Founder @ Pool and author of the swedish book "Jakten på Känslan – konsten att skapa meningsfulla upplevelser”

14:05

Stage: Rivalen

The new market challenges are resolved by the specialist

Kerstin has successfully led several large transformations and change projects, where the need for new organizational setups, skills and processes have been key success factors, she will now share her experiences.

  • Resource challenges for the new marketing department
  • Driving forces behind supply and demand for resources
  • Creating the right organization and culture for professionals
  • Developing specialists

*Held in Swedish

Kerstin Elvegård

Managing Director and senior consultant @ Talent lab by Differ

14:35

Foyer

Demo-session

Learn more, get inspired and spot leading solutions from our partners over a cup of coffee ☕️

  • Differ - "A survey on what loyalty managers think of customer loyalty"

15:15

Stage: Theatre

AI will have a huge effect on customer journeys – will it improve the experience?

Artificial intelligence (AI) innovations are happening at an unprecedented pace, but the enthusiasm to embrace this technology can lead businesses to build experiences that customers find useless. That's why businesses think through how best to build and deploy an intelligent, personalised experience. Richard Sheahan will shed light on some of the aspects that people will still need to keep an eye on – at least for now:

  • How to reap the benefits of AI without paying the price
  • How AI will need to develop in order to fully maximise the benefits of CX
  • How to leverage AI to build an intelligent and personalized experience around the customer
  • AI is already bringing significant changes to the ways in which companies and customers interact, and it’s still only the beginning.
  • As with any technology, its effectiveness will depend on the care and consideration with which it is deployed.
  • With any attempt by large organisations to get closer to customers, there could be some bumps in the road

Richard Sheahan

Principal Consultant – CX @ Forrester Consulting

16:00

Stage: Theatre

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

Stage: Theatre

Remarks from the day

Mats Gustafsson

Founder @ Wednesday Relations

17:00

Foyer

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

SPEAKERS STOCKHOLM 2018

Joakim Thörn

CX Transformer, KeyNote 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. Buy the book at the conference at an affordable price.

Karsten Stokking

CMO Ambassador @ IBM

As a CMO Ambassador Karsten Stokking focus on how technology can augment CMOs in achieving their goals towards creating a modern marketing department. He has been working with marketing and business development for 14 years and have a deep interest on how technology can drive growth, specifically around engagement. He is current also leading the marketing efforts for Watson Customer Engagement and Global Business Services in the Nordics. He is very active on especially LinkedIn but also share digital ideas on his own blog stokking.digital. He is a active speaker at conference across the Nordics and enjoy meeting and talking to peers in the marketing, digital and business development profession.

Karsten has over the years worked with product marketing, marketing strategy, campaigns, marketing automation, digital marketing, customer journeys, content marketing and therefore has a broad perspective on marketing both in b2b and in b2c.

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. Buy Elaines book at the conference at an affordable price.

Richard Sheahan

Principal Consultant – CX @ Forrester Consulting

Richard has been helping clients design and implement "whole organization" approaches to putting customers at the centre of their decision making since 1996. He has carried out this work in many sectors in both business and consumer markets in over 20 countries. Prior to that, he designed and built trade customer databases in consumer products markets, during which time he realized the importance of becoming closer to customers and the need for everyone in an organization to play their part in that effort.

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.

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.

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.

Arvid Axland

Founder @ Pool and author of the swedish book "Jakten på Känslan – konsten att skapa meningsfulla upplevelser”

Arvid Axland is a Swedish thought leader within Experience design recently released a book: Jakten på känslan (Hunting for emotion). His mission with the book and as a speaker is to have more companies discover the possibilities of acting as a holistic and meaningful experience.

Ninoush Habashian

Head of Customer Experience @ Telia Sverige

Ninoush is a part of the Swedish management group at Telia and is responsible for the Customer Experience unit where the company’s cultural and cross-functional journey towards a customer obsessed New Generation Telco is vital. The Customer Experience unit is also responsible for Telia’s digital transformation as well as the digital sales- and support team. Ninoush started at Telia Company in 2012 as Global Product Manager for among others the mobile data and voice production portfolio for private customers in the Nordic and Baltic countries. Since then Ninoush has had various tasks within the different business units at Telia Company.

Marcus Birro

Author

Marcus is an author with many years of experience from journalism, podcasting, Italian football, etc. He will interview Peter Nordström and Lisa Hammar from Differ on customer loyalty. Peter has 30+ years of international experience from supporting leading companies with developing and realizing communication, loyalty and CRM strategies. Lisa has been working at Differ since 2015 and represents the new digital generation. She has worked with CRM and loyalty at companies within retail and telecom.

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.

Kerstin Elvegård

Managing Director and senior consultant @ Talent lab by Differ

Kerstin Elvegård is Managing Director at Talent lab by Differ – a provider of interim resources within data-driven marketing. She has over 25 years experience of business development focusing on marketing and customer centric strategies and has held several senior positions in the field. She is passionate about both the process of developing organizations but also about the human perspective in managing complex change.

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

Tickets 2018

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.

SOLD OUT
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Campaign

Conference ticket

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

 

SOLD OUT
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VIP 90

Conference ticket

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

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

SOLD OUT
-

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