eRetail CX & Loyalty Stage

Day 2, April 15

09:00 -10:40

Block 1 — Retention Under Pressure: CX, Loyalty & Commercial Reality

09:00 - 09:30

PANEL

09:30 - 09:50

What Customers Actually Stay For: Loyalty Value Beyond Discounts in Price-Sensitive Markets

• Exploring how customers distinguish between transactional incentives and real reasons to return.
• Examining why points and promotions lose impact quickly when switching costs are low.
• Integrating perceived value, behavioural relevance, and economic restraint to shape sustainable loyalty.

09:50 - 10:10

 Knowing the Customer Isn’t Enough: Why Fragmented Journeys Still Break Loyalty

• Exploring how customers move across apps, marketplaces, and devices faster than organisations recognise them.
• Examining why fragmented profiles and inconsistent experiences weaken loyalty despite rich data.
• Integrating customer understanding, experience continuity, and governance to make loyalty coherent.

10:10 - 10:40

PANEL

Retention Under Pressure: When Loyalty, Experience, and Economics Collide

• Exploring how rising retention expectations collide with thin margins and promotion-heavy competition.
• Examining why loyalty fails when experience and economics are misaligned.
• Integrating customer value, operational realism, and commercial constraints to close the block.

 10:40 - 11:00

Coffee Break

 11:00 - 13:00

Block 2 — Activating Loyalty Under Constraint: Moments, Value & Reaction Speed

11:00 - 11:30

PANEL

From Promise to Practice: Where Loyalty and CX Are Actually Activated

• Exploring where loyalty truly influences behaviour rather than in abstract programmes.
• Examining why activation ideas fail when they add friction or cost.
• Integrating activation timing, perceived value, and operational limits to make CX effective.

11:30–11:50

Value After the Click: Why Post-Purchase Moments Decide Repeat Behaviour

• Exploring how post-purchase value shapes perception in price-sensitive markets.
• Examining why rewards work only when they feel additive rather than extractive.
• Integrating value exchange, timing discipline, and customer tolerance to activate loyalty.

11:50–12:10

 Earning Attention, Not Buying It: Rewarded Engagement as a Retention Lever Under Cost Pressure

• Exploring how rewarded engagement creates voluntary participation where interruption fails.
• Examining why cost efficiency matters more than reach when attention is scarce.
• Integrating engagement economics and incentive design to re-activate customers sustainably.

12:10–12:30

When Silence Costs Loyalty: Acting on Service Signals Before Customers Leave

• Exploring how frustration surfaces publicly before churn becomes visible.
• Examining why delayed reaction erodes trust quickly in low-tolerance markets.
• Integrating real-time insight and response discipline to stabilise loyalty.

Activating Loyalty Without Fatigue: How CX Signals, Timing, and Value Must Work Together

• Exploring how activation moments interact to shape repeat behaviour.
• Examining why over-activation accelerates fatigue faster than it builds loyalty.
• Integrating timing, value, and reaction speed to sustain engagement.

13:00 - 14:00

Lunch

14:00 - 16:00

Block 3 — Loyalty After Maturity: Trust, Ecosystems & Long-Term Value

14:00 - 14:30

PANEL

 When Loyalty Stops Growing: What Retention Looks Like After the Easy Wins Are Gone

• Exploring how loyalty performance plateaus once basic incentives are exhausted.
• Examining why repeat behaviour weakens as expectations rise.
• Integrating lifetime value, experience credibility, and realism to redefine loyalty.

  Trust Beats Incentives: Why Fairness and Credibility Decide Loyalty in Price-Driven Markets

•  Exploring how customers judge loyalty through fairness and transparency.
•  Examining why inconsistent pricing and conditions erode trust quickly.
•  Integrating credibility signals and consistency to sustain retention.

15:00–15:30

PANEL

 Beyond the Brand: When Loyalty Depends on Ecosystems, Partners, and Shared Value

• Exploring how single-brand programmes reach limits in fragmented spend environments.
• Examining why ecosystems succeed only when value is clear and simple.
• Integrating partner alignment and relevance to extend loyalty responsibly.

15:30–16:00

PANEL

 After Incentives and Ecosystems: What Must Change to Keep Customers Coming Back

• Exploring how loyalty maturity reshapes what retention can realistically deliver.
• Examining leadership choices that influence long-term commitment.
• Integrating loyalty economics, experience credibility, and restraint to close the stage.