Omnichannel Marketing, CX & Loyalty

See how top brands use email marketing to overcome challenges and achieve standout results. Join us and take away ideas you can apply as soon as you get back to your desk!

Want to learn how to make your digital marketing work harder and supercharge results? Join us to hear the latest from an important new study ‘The Point of Social’ as we share how Out-of-Home advertising has a multiplier effect across other channels.

Marketplaces have become powerful engines of discovery and conversion, blending search, social, and shopping into one experience. For brands, the challenge is standing out, staying profitable, and adapting to rapid change.

• Explore how leading brands are building strong marketplace strategies to maximise visibility and deliver frictionless customer experiences
• Learn how to optimise product data, advertising, and pricing to remain competitive and consistent across multiple marketplace platforms
• Discover how AI-driven tools and insights can help manage inventory, respond to algorithm shifts, and unlock sustainable growth in an evolving marketplace ecosystem

Discover how Papa Johns is elevating customer engagement and driving revenue through innovative loyalty strategies built around its Papa Dough rewards program. This session explores how the brand attracts new customers and strengthens relationships with existing fans through a blend of incentives, gamified experiences, and smart data-driven design.

• Driving engagement and satisfaction: Learn how incentives and exclusive offers can elevate customer engagement, enhance brand reputation, and improve overall customer satisfaction
• Hear how Papa John’s is utilising a tiered- points system and understand how loyalty programs can be tailored to benefit your brand & ROI
• Explore the role of gamification, from reward badges and achievement milestones to “spin the wheel” instant‑win mechanics, in motivating repeat purchases and keeping customers coming back for more
• Learn how to track performance across loyalty KPIs, measure real business impact, and ensure loyalty initiatives continue to fuel brand growth

And why MORE “personalisation” is often the problem.

Most CRM and marketing automation strategies are built on a flawed assumption. That customers are rational, and that more personalisation will fix engagement.

Behavioural science tells us the opposite.

Customers are overwhelmed, cognitively lazy and heavily influenced by context, habit and bias. Yet as CRM leaders we design programmes that continue to personalise more, automate more and say more and often at the expense of attention, trust and action.

In this session we’ll explore:-

• Why over-personalisation increases cognitive load and reduces engagement
• How behavioural psychology explains why “relevance” can still feel intrusive
• Why the best customer experiences are designed with restraint, not exhaustiveness
• What behaviour-led, judgement-driven CRM looks like in practice

Customer retention isn’t just a metric- it’s a growth engine. In this session, we’ll explore why keeping customers engaged is more cost-effective than acquisition, how retention drives brand success, and how to turn loyal customers into passionate advocates.

• From loyalty programs and subscription models to personalised messaging and exceptional customer service- learn what truly keeps customers coming back
• Explore how to create experiences that make customers feel included and valued through communities, exclusive programs, and meaningful engagement
• Uncover best practices for tracking success with key metrics like Customer Retention Rate (CRR), Customer Lifetime Value (CLV), and repeat purchase rate- and how these insights can refine your retention strategy

• In an age of AI, brand truly matters: who you are, why you exist, what makes you different, and why customers should care
• Content and consistency: how delivering genuine value helps brands cut through
• Acquisition for retention: focusing on lifetime value rather than simply acquiring more customers

• Discuss strategies for structural change to foster collaboration and create a singular view of the customer, ensuring consistency across every touchpoint
• Use data and insights to anticipate customer needs and trigger meaningful, timely outreach to maintain visibility and relevance
• Creating one unified system from CRM to inventory management, which utilises automation & AI to create personalised experiences across channels
• Phydigital experiences: With customers craving deeper brand connections, uncover how to blend physical and digital touchpoints to meet this demand