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

 Micro-segmentation as precise as a scalpel without overturning the strategy: Real case studies, real numbers, real increase in ROI in retail

• Personalization Crisis – Discover How Much Marketing Budget You’re Wasting Due to Imprecise Segmentation and How AI’s “Sixth Sense” Can Change It
  
• A Case Study with Real Results – Analysis of an Implementation That Gave +2% Revenue Without Increasing Expenses
  
• Implementation Without Revolution – A Practical Step-by-Step Guide to Implementing Precise Micro-Segmentation in Your Organization
  

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
Dariusz Balcer Customer Development Director COLGATE-PALMOLIVE

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 - 11:30

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 Loyalty CVP Development Lead SHELL

Katarzyna Murawska Manager, B2B Group Category ALLEGRO

Łukasz Tchórznicki Internet Marketing Manager MEDICOVER

Aneta Kopeć Enterprise Sales Manager ADYEN

11:30 - 11:50

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 Architec ENXOO

11:50 - 12:10

 Breaking Down Data Silos: Building a Unified View of the Customer

• Integrating fragmented data sources to create comprehensive customer profiles.
• Overcoming cross-functional and technical barriers to unify data for seamless personalization.
• Streamlining communication and data flows to enhance consistency across customer touchpoints.

12:10 - 12:30

The Creative Approach to Customer Journeys

• Crafting meaningful customer journeys through engaging and creative content.
• Enhancing relevance by utilizing contextual data in storytelling and aligning it with customer segmentation strategies.
• Designing adaptable campaigns that respond in real time to customer behaviors while maximizing ROI.

12:30 - 13:00

PANEL

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

• Implementing practical approaches to communicate data usage clearly and build customer trust.
• Developing actionable opt-in frameworks that empower customers and enhance transparency.
• Embedding transparent data practices into loyalty programs to drive immediate engagement and retention.

Moderator:

Marek Mróz Retail and Innovation Services Director NIQ BRANDBANK

Panelist:
Piotr Wojtczak Head of Digital Marketing INTERMARCHE

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
Bartosz Żochowski Head of Loyalty & CRM DECATHLON
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
Katarzyna Sowa-Górska Customer Experience Director LEROY MERLIN
Paweł Śliwczyński RGM Senior Market Manager BAT
Rajmund Kula B2B Manager DOUGLAS POLSKA