09:00 – 09:30 | Virtual Networking & Live Expo |
09:30 – 09:35 | Άνοιγμα Συνεδρίου Μαριλένα Παππά, Παραγωγός Συνεδρίου, Boussias Communications |
09:35 – 09:40 | Χαιρετισμός Μιχάλης Ποντικός, Business Development Manager, Ελληνικό Ινστιτούτο Εξυπηρέτησης Πελατών |
09:40 – 10:00 | “Efficient Loyalty for the next decade, what’s next?” Jose Javier Diaz Garcia, CEO, Wallet-Com & Loyalty Expert at LoyalGuru Key take aways:
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10:00 – 10:05 | Q&A με τον Jose Javier Diaz Garcia |
10:05 – 10:25 | “Loyalty Αλχημίες και yellow επιτυχίες!” Βασίλης Ορφανίδης, Loyalty Head | Director, Τράπεζα Πειραιώς Key take aways:
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10:25 – 10:30 | Q&A με τον Βασίλη Ορφανίδη |
10:30 – 10:50 | “Building relationships that last, through the SNFCC experience” Γαβριέλλα Τριανταφύλλη, Programming & Production Director, Κέντρο Πολιτισμού Ίδρυμα Σταύρος Νιαρχος Χριστίνα Βασιλικού, Visitors Experience Director, Κέντρο Πολιτισμού Ίδρυμα Σταύρος Νιαρχος Χριστίνα Κωβαίου, Membership Program Officer, Κέντρο Πολιτισμού Ίδρυμα Σταύρος Νιαρχος Key take aways: Μέσα σε πέντε χρόνια λειτουργίας το Κέντρο Πολιτισμού Ίδρυμα Σταύρος Νιάρχος έχει υποδεχτεί εκατομμύρια επισκέπτες από την Ελλάδα και ολόκληρο τον κόσμο. Ανάμεσα σε χιλιάδες καθημερινούς επισκέπτες, πώς καταφέρνουμε να καλλιεργήσουμε μία σταθερή σχέση με το κοινό μας, πετυχαίνοντας επαναλαμβανόμενες επισκέψεις στις εγκαταστάσεις και τις εκδηλώσεις μας, αλλά και δημιουργώντας μία ενεργή κοινότητα Μελών; |
10:50 – 10:55 | Q&A με τις κ.κ. Τριανταφύλλη, Βασιλικού, Κωβαίου |
10:55 – 11:15 | “Speak to your loyalty members as a community, but engage them individually” Άννα Καραχάλιου, Customer Relationship Business Leader, Leroy Merlin Key take aways:
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11:15 – 11:20 | Q&A με την Άννα Καραχάλιου |
11:20 – 11:30 | “From customer voice to revenue growth: measure CX with metrics & KPIs that really work !” Ανδρέας Γαλανής, Head of Customer Success, Pobuca Key take aways:
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11:30 – 11:35 | Q&A με τον Ανδρέα Γαλανή |
11:35 – 11:55 | “How to prepare your brand for the future of loyalty” Πάνος Βιρβιλιός, Marketing Manager, Austriacard Holdings Key take aways:
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11:55 – 12:00 | Q&A με τον Πάνο Βιρβιλιό |
12:00 – 12:20 | Break – Virtual Networking & Live Expo |
12:20 – 12:40 | “Only Brand affinity builds true loyalty” Mike Brinn, Global Loyalty Director, TLC Key take aways
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12:40 – 12:45 | Q&A με τον Mike Brinn |
12:45 – 13:05 | “Omni channel Loyalty – A seamless Customer Experience” Δανάη Αβράτογλου, CRM and Data Manager, ESTEE LAUDER HELLAS S.A. Key take aways:
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13:05 – 13:10 | Q&A με την Δανάη Αβράτογλου |
13:10 – 13:20 | “How to nurture loyal customers through data and advanced customer analytics” Μιχάλης Γεωργακόπουλος, CEO, Satori Analytics Key take aways:
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13:20 – 13:25 | Q&A με τον Μιχάλη Γεωργακόπουλο |
13:25 – 13:45 | “Harmonize to Humanize – How to achieve loyalty by being a relational, agile, emotionally intelligent brand” Μάρα Κυμπιζή, E-Business & CRM Loyalty Manager, Γρηγόρης Key take aways:
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13:45 – 13:50 | Q&A με την Μάρα Κυμπιζή |
13:50 – 14:20 Keynote Speech |
“Customer Loyalty. It’s all in the Mind!” Paul Bellard, International Keynote Speaker and High Performance Coach to Global Elite Key take aways:
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14:20 – 14:30 | Q&A with Paul Bellard |
14:30 – 14:50 | Break – Virtual Networking & Live Expo |
14:50 – 15:10 | “Gamification in Loyalty: A Game of Strategy” Victor Efthimiades, Executive Director, Loyalty Marketing Strategist, Executive Director Axiom Key take aways:
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15:10 – 15:15 | Q&A with Victor Efthimiades |
15:15 – 15:30 | “Elements to create value and loyalty to the Brand” Μιχάλης Βιδάλης, Retail Operations & Marketing Intergration Manager, Coral- Shell Licensee |
15:30 – 15:35 | Q&A με τον Μιχάλη Βιδάλη |
15:35 – 15:45 | “Deep Relationships > Deep Data ” Γιάννης Πιπεράκης-Παπαδάκης, CEO @ DOPE Key take aways: We all do jobs we love in this space and most are truly passionate about Loyalty programs. Still, some of us will agree that in the end it is just a job, paying the bills. We can’t wait to “go home”, kick back, hug our loved ones, grab a beer and start skipping those intros on Netflix. Right? Then the next day comes, and once again you need to dig through those deep, dark, imperfect datasets trying to make sense of your Loyalty Program. On a mission to optimise the hell out of it and increase its ROI like never before. I get it! But… hang on a minute. Do you really care? Do you really-really care enough to break through and build those Deep Relationships that will make it happen? Let’s spend 7 minutes to noodle on this together and I promise… it will be fun and enlightening! Plus you will get access to our ‘Deep Relationships > Deep Data’ cheat sheet which will help you squeeze a little bit more of that ROI out of your program. |
15:45 – 16:05 | “Αnytime customer first: advancing safety in new ways” Πάνος Κούβαλης, Mobility & Convenience Tribe Leader, Interamerican Key take aways: |
16:05 – 16:10 | Q&A με τον Πάνο Κούβαλη |
16:10 – 16:30 | “High Impact Growth Levers and how can Loyalty pull them” Μαρία Νασιάκου, Group CRM & e-commerce Director, Everest Key take aways
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16:30 – 16:35 | Q&A με την Μαρία Νασιάκου |
16:35 – 16:55 | “6 shades of youth loyalty!” Ελευθέριος Αντωνόπουλος, Sr. Product Marketing, Loyalty & Digital Sales Manager, Vodafone CU Key take aways:
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16:55 – 17:00 | Q&A με τον Ελευθέριο Αντωνόπουλο |
17:00 – 17:20 | “Customer Experience Essentials: The race for leveraging the loyalty CX in a fast-changing environment” Μαριέτα Δημητρίου, Loyalty Manager, Regency Casino Thessaloniki Key take aways:
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17:20 – 17:25 | Q&A με την Μαριέτα Δημητρίου |
17:25 – 17:45
Keynote |
“The 120-Year-Old Startup: The Nordstrom Way of Embracing Changes, Challenges and Culture” Robert Spector, Customer Service and Loyalty Guru on The Nordstrom Way. His book was selected by FORBES magazine as “Top Busines Book of the Year”.Nordstrom, the U.S.-based fashion retailer, has focused on customer loyalty and customer service for well over a century by creating lasting relationships with its customers. Key take aways:
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17:45 – 17:50 | Q&A with Robert Spector |
17:50 – 18:00 | Closing Remarks |