Conference

Agenda



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:

  • New communication channels – Less is More
  • Engagement and OX – Maximizing the customer experience
  • Real Time or Right Time – Tracking the user attitude
  • AI – Evolution to 2R’s (Relevance vs Resonance)
  • The new era of emotional intelligent brands
  • Succes stories
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:

  • Alchemy vs Loyalty: Σε ατέρμονη αναζήτηση του Χρυσού!
  • Loyalty Programs “Customer Transmutation Circle”:  Η συνταγή μετατροπής του πελάτη μας σε Χρυσό!
  • Τα 8+1 συστατικά της επιτυχημένης συνταγής στα Προγράμματα Customer Loyalty!
  • Μέτρηση, έλεγχος απόδοσης και αποτελέσματα!
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:

  • Individual engagement, a win-win situation. Win for your members and Win for your bottom line
  • Τα αποτελέσματα και ο τρόπος που εφαρμόστηκε στη Leroy Merlin
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:

  • Capture and measure Voice of the Customer
  • How KPIs and metrics can be used
  • Which business decisions can be made to skyrocket CX and improve the corporate financial data
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:

  • Customer-centric loyalty
  • Reward mechanisms in traditional loyalty programs
  • The importance of building connections
  • Developing an effective loyalty strategy
  • Building emotional connections
  • New experiences build loyal universes
  • AR in loyalty
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

  • Making your loyalty programme your brand story teller
  • Ensuring customers invest their valuable time in your programme
  • Understanding the elements required to build emotional loyalty
  • How do we make rewards easy to achieve
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:

  • Omnichannel Loyalty is a competitive advantage.
  • Consumers need to trust the brand to perform the same in all channels.
  • Seamless experience – Offer experiences in all channels, transform offline to digital and vice versa.
  • Consumers need to feel part of the brand (Community feeling) – React and Engage with the brand in all touchpoints – Become your word of mouth / micro influencers.
  • Retaining an existing Consumer is 7 times more cheap than acquiring a new one.
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:

  • How to utilize data and AI in order to build customers loyalty and retention
  • Best practices for successful data driven loyalty scheme
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:

  • Ο επαναπροσδιορισμός της πιστότητας, της ανθρωποκεντρικότητας και των αξιών ενός brand, πρέπει να ξεκινήσει μέσα από τον ίδιο τον οργανισμό, τις διαδικασίες και την κουλτούρα του, γιατί οι εταιρείες και οι εμπειρίες που προσφέρουν είναι Ηuman-to-Ηuman και όχι B2B ή B2C.
  • Η πιστότητα «μετριέται» καλύτερα με χαμόγελα παρά με πόντους, για αυτό και ένα πρόγραμμα επιβράβευσης και η στρατηγική του θα πρέπει να είναι εμποτισμένη με rational, emotional και relational αξίες.
  • Η εναρμόνιση των διαδικασιών, της κουλτούρας, των data και της τεχνολογίας μιας επιχείρησης είναι η συνταγή για τα brands που καταφέρνουν το “sense-react-serve” στις ανάγκες των καταναλωτών.
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:

  • Why the age of Customer Satisfaction is dead!
  • That you cannot change people, yet people can change.
  • The difference between ‘Hard Work’ and a ‘Winning Attitude’.
  • Why the best Customer Service attitude begins at home – not at work!
  • How to be the best you can be! -The three pillars of personal, peak-state management.
  • Small Steps! – How one degree of consistent change, changes everything!
  • Why Greeks’ have a Customer Service Super-power in their DNA!
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:

  • What is Gamification?
  • How can Gamification boost a loyalty program and improve the bottom line?
  • Practical gamification ideas
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:
• The effect of digitisation on customer satisfaction, efficiency and effectiveness.
• Ways to move our industry faster, at the pace of the people we insure.
• Growth and retention rest heavily on service-based strategies that improve the customer experience.
• Being a brand that that values empathy, benevolence, and humanity matter more than never before.

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

  • Loyalty programs are not only sources of incremental costs, they can be leveraged as growth vehicles
  • Spend one-to-one time with your Loyalty program for it to flourish and grow
  • Leverage technology to reduce costs while maximizing efficacy
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:

  • Segmented
  • Competitive
  • Partnered
  • Experiential
  • Gamified
  • Charitable
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:

  • The new reality in CX trends
  • Investigating the Omnichannel Customers and the benefits of understanding how they think
  • Shaping a customer experience with an impact, the importance of emotions in loyalty
  • Using CX Analytics effectively and avoid getting lost in data
  • Customer Journeys and the people factor
17:20 – 17:25 Q&A με την Μαριέτα Δημητρίου
17:25 – 17:45

Keynote
Speech

“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:

  • Create enduring and profitable relationships with customers—both in-person and online
  • Empower employees to take ownership of customer relationships
  • Create employee loyalty and customer loyalty through trust, respect and communication
17:45 – 17:50 Q&A with Robert Spector
17:50 – 18:00 Closing Remarks

Επικοινωνία


Συμμετοχές
Ελλάδα: Αργυρώ Συγγούνη, T: +30 210 6617777 (εσωτ. 165), Ε: [email protected]
Κύπρο: Elena Hadjinikolaou, T: +357 96 494925, E: [email protected]

Χορηγίες
Ελλάδα: Άννα Γυπαράκη, Τ: +30 210 6617777 (εσωτ. 152), Ε: [email protected]
Κύπρο: George Loizou, T: +357 99 103323, E: [email protected] 

Περιεχόμενο
Μαριλένα Παππά, T: +30 210 6617777 (εσωτ. 222), Ε: [email protected]

BOUSSIAS

  Κλεισθένους 338, 15344, Γέρακας, Αττική, Ελλάδα
  +30 210 6617777
  +30 210 6617778
  www.boussias.com