Agenda

09:30 - 10.00

Welcome Coffee

10:15 - 11:15

"Keynote Address" - Chris Jacobs, Business Assyst Ltd

11:15 - 11:30

Coffee Break

11:30 - 12:15

"Holistic Customer Experience Management: The Struggle to Create Customer-Centric Relational Programs Across Channels" - Marc Bacon, Client Vela

12:15 - 13:00

"Is the US ready for coalition loyalty programs? Emerging trends in loyalty schemes in North American retail industry" - Dale Blotter, W. Capra Consulting

13:00 - 14:00

Lunch

14:00 - 14:45

"Global Trends and Best Practices in Loyalty Programmes" - Mike Atkin, MJA Associates

14:45 - 15:30

"Trends in the FFP market and implications for other industries" - Ravindra Bhagwanani, Global Flight

15:30 - 15:45

Coffee Break

15:45 - 16:30

CEM Discussion Panel

18:00

Depart to Wieliczka

19:00 - 20:30

Guided Sightseeing Tour of Wieliczka Salt Mine

20:30 - 22:30

Dinner and Activities at Wieliczka

22:30 - 23:00

Return to Krakow

23:00

Party and Concert at Stalowe Magnolie Club

10:00 – 10:30

X5 Case Study - Karina Chernikova, X5 Retail Group

10:30 – 11:15

BP Global Case Study - Walter Lukner, BP Global

11:15 – 11:30

Coffee Break

11:30 – 12:15

Malina Case Study - Ivan Gavryushin, Loyalty Partners Vostok

12:15 – 13:00

"Loyalty in Sports Club" - Piotr Matecki, KKS Lech

13:00 – 14:00

Lunch

14:00 – 14:45

"Innovative Loyalty Currency Management" - Roger Williams, Airline Information

14:45– 15:30

"Outsourcing – data center services on IBM platform as part of improving customer experience" – Jakub Pysz, Comarch

15:30 - 15:45

Coffee Break

15:45 – 16:30

"Staying Alive - Technology in CRM/Loyalty" - Harry Govind, Tata Consultancy Services