eRetail CX & Loyalty Stage

Day 2, April 16

Stage Host

Michał Maksymiec Retail Vertical Director YOUGOV

09:00 -10:40

Block 1: Real-Time Personalization and Dynamic Customer Experiences

09:00 - 09:30

PANEL

09:30 - 09:50

Brand Power in the Digital World: How Programmatic Drives Branding and Sales in Retail

• How Building a Strong Brand Affects Online and Offline Sales – the Role of Branding in Purchasing Decisions.
• How Programmatic Helps in Branding Activities – Targeting, Optimization, Cross-Channel Presence
• Case Study of Retail Clients

Łukasz Bańkowski Sales Director CEE ADFORM

09:50 - 10:10

 Loyalty is the new growth – Strategic use of loyalty as a source of business growth and building competitive advantage

• how loyalty allows you to monetize customer data
  
• how precise segmentation increases margin and marketing efficiency
  
• how loyalty programs turn costs into real revenues
  

Daniel Szulc Head of Analytics LOYALTY POINT
Dominik Zacharewicz Managing Partner LOYALTY POINT

10:10 - 10:40

PANEL

Maximizing ROI from Loyalty Programs with Data-Driven Strategies

• Crafting long-term strategies to align loyalty programs with measurable business goals.
  
• Leveraging customer data insights to optimize lifetime value and profitability.
  
• Scaling loyalty program operations to meet growing customer expectations and maintain ROI.
  

Moderator:

Konrad Wacławik Retailer Service Director NIELSENIQ

Panelist:

Adam Nowak Group CRM & Loyalty Director ELECTROLUX
Cezary Brzozowski Chief Technology Officer SKLEPY KOMFORT

Aneta Pruk Senior Marketing Manager VISION EXPRESS

Marietta Stefaniak Vice President of the Management Board for Strategy and Development CEDROB FOODS

 10:40 - 11:00

Coffee Break

 11:00 - 13:00

Block 2: Personalized Engagement in a Data-Driven Landscape

11:00 - 11:40

PANEL

Personalization in a Data-Driven World: Challenges and Opportunities

• Ensuring ethical data use to balance personalization benefits with privacy concerns.
• Building contextual profiles to adapt recommendations based on life events and preferences.
• Creating unified customer profiles to deliver consistent cross-channel experiences.

Moderator:

Mateusz Dąbrowski Business Development Director GRUPA BLIX

Panelist:
Barbara Fitał Head of CRM and Douglas Beauty Card DOUGLAS POLSKA
Jakub Krząkała Global Loyalty CVP Lead SHELL

Katarzyna Murawska Manager, B2B Group Category ALLEGRO

Łukasz Tchórznicki Internet Marketing Manager MEDICOVER

Aneta Kopeć Enterprise Sales Manager ADYEN

11:40 - 12:00

How to build a 360° customer profile and create personalized experiences using artificial intelligence in Salesforce?

• Leverage available data and customer preferences to better understand their needs at every stage of the marketing funnel – from acquisition to long-term loyalty building.
• Enrich the customer profile with data collected through artificial intelligence to better respond to their expectations and behaviours.
• Personalize the customer experience in real-time by tailoring communication, content, and offers on the website.

Piotr Gąsik SFMC & Data Cloud Product Line Lead ENXOO

Kamil Rojek Salesforce Business Architect ENXOO

12:00 - 12:30

 Redefining e-commerce with Klarna - The partner driving growth

• AI-Powered Solutions & Innovation: Klarna leverages AI to enhance the e-commerce experience, offering innovative tools that streamline shopping and improve personalization for more than 93 million users worldwide
  
• Flexible Payment Options: With a variety of payment plans, Klarna caters to diverse customer needs, making transactions smoother and more accessible, available already at 675 000+ retail partners
  
• New Cashback Program: By introducing a cashback initiative, Klarna boosts customer loyalty and engagement, further driving growth and success in the e-commerce space
  

 Łukasz Dwulit Head of CEE KLARNA

12:30 - 13:00

How to win customers' hearts and wallets with reverse loyalty. A story about how to use the latest retail trends and turn them into unforgettable shopping experiences

• What are the key trends redefining the retail industry and how to stay ahead of the competition?
• Who sets the course? Examples of innovators changing retail
  
• What are the key challenges to success and what leadership paradoxes do they entail?
  

Dominik Olejko Expert CX & Loyalty

13:00 - 14:00

Lunch

14:00 - 16:00

Block 3: Transparency, Trust, and Loyalty in the Digital Age

14:00 - 14:30

PANEL

 Driving Customer Loyalty Through Transparent Data Practices

• What data is collected about the customer and how it is used to increase loyalty and sales.
  
• Consumer expectations regarding the presented content and message.
  
• Implementing transparent practices in the context of legal regulations and brand strategies.
  

Moderator:

Marek Mróz Retail and Innovation Services Director NIQ BRANDBANK

Panelist:
Piotr Wojtczak Head of Customer Marketing INTERMARCHE

Sławomir Lasek Strategic Account Manager ESSITY POLAND

Paula Flis Head of Online Sales & Customer Service MAKRO CASH & CARRY

Katarzyna Wronka E-commerce Channel Development Manager E.WEDEL

14:30 - 14:50

 The Power of Promotions in Loyalty

• How are brands leveraging promotions to drive customer engagement, retention, and loyalty in a competitive market?
  
• How are economic factors influencing promotional strategies?
  
• How can brands maximize the role of promotions within their loyalty programs to drive meaningful results?
  

Sam Panzer Director Industry Strategy TALON.ONE

14:50 - 15:20

PANEL

 Beyond Rewards: Turning Loyalty into a Revenue Driver

• Reinforcing customer relationships to drive repeat transactions.
• Enhancing profitability through privacy-conscious data strategies.
• Learning from real-world examples of brands using loyalty programs to balance privacy, trust, and revenue growth.

Moderator:

Jakub Legat CX Transformation Leader EY

Panelist:
Arkadiusz Seidler ex-CEO
Dominik Olejko Expert CX & Loyalty

Katarzyna Wieczorek Head of Strategy & Projects CEE ZALANDO

15:20 - 16:00

PANEL

 Turning Customer Insights into Revenue Growth

• Developing actionable frameworks to transform customer feedback into measurable business outcomes.
• Prioritizing high-value opportunities based on insights from feedback to drive innovation and profitability.
• Leveraging predictive analytics to transform feedback into actionable innovations across the eCommerce ecosystem.

Moderator:

Magda Tragasz – Serwatka Client Business Partner NIELSENIQ

Panelist:

Anna Rydzewska Independent Expert in E-commerce & Marketing
Daniel Kulesza Customer Feedback Manager ŻABKA POLSKA
Katarzyna Sowa-Górska Customer Experience Director LEROY MERLIN
Paweł Śliwczyński RGM Senior Market Manager BAT
Rajmund Kula B2B Manager DOUGLAS POLSKA