cee customer loyalty marketing summit poland

15-16 April 2010 Hotel Qubus, Cracow

POLAND & CEE

CUSTOMER LOYALTYSUMMITFor the first time 2 parallel Conferences: Loyalty Programs and Customer Insight

•Over35 presentations – 11 experts from abroad

•Casestudies:retail, telecommunications, banking,services, pharmacy – 8 parallel sessions in total!

•Aspecial,twodayworkshop session

•Anadditionallegal and tax day

Special guests::

Mike Wittenstein

The Authority on Customer

Experience (USA)

Chris JacobsIndependent CRMCustomer Loyalty Consultant (UK)

Simon ReesSales & Marketing

DirectorIdiro Technologies (UK)

Miloš RybaAnalyst

Planet Retail (UK)

Michael LeanderNielsen

CEO, Fokus Integrated (Denmark)

Laurence StockInternational Director

Groupe Aeroplan, Nectar (UK)

Among the speakers:

Jacek PasternakMarketing DirectorKoelner

Marcin DrzewieckiMarketing DirectorLoyalty Partner Polska (PAYBACK)

Artur BrzęczkowskiMarketing DirectorAllegro

Katarzyna DubnoMarketing Programs Department ManagerPLL LOT

Arkadiusz ChłopikOffice Marketing ManagerXerox

Ivan KarlovicCRM Data Mining SpecialistTelenor Serbia

Krzysztof SwaczynaLoyalty Program ManagerAlma

Magdalena MularukMarketing DirectorReal

Damian GuczaDirector of the Marketing Communications TeamPioneer Pekao TFI

Monika BoroszewskaCRM DirectorGE Money Bank

Tamara RubinCRM DirectorING Bank Śląski

Anna SzczurowskaCRM ManagerTelekom Austria

Iwona BłaszczakLoyalty Program Team Senior ManagerCarrefour Polska

Bartłomiej MurawskiTeam Manager of the VITAY Program Development TeamPKN ORLEN

Joanna StasieckaManager of the Loyalty OperationsReal

Marcin PiechockiManagement Board MemberTorfarm

Vitor Antunes CostaLoyalty Network Animation ManagerAccor

Terry HuntChairman

EHS Brann (UK)

The co-creator of the Tesco ClubCard Program,

co-author of the „Scoring Points”

bestseller

For the first time in Poland!

The largest loyalty sector meeting in Poland!

Media patrons:

Ladies and Gentlemen!

I have observed the development of the loy-alty market in Poland with great attention for

almost 10 years. As in the rest of Europe, we are also looking for a way to make the program attractive, de-spite being on the market for a loang time and of cour-se to have it bring effects. A very strong trend, which is becoming more rooted also in Poland, are multi-partner programs.

It is evident that companies are searching for new co-alitions! The fact that loyalty programs have beco-me common in almost all sectors means that marke-ters are aware of the huge strength of customer re-lations. In this situation, one of the most important is-sues is the management and the effective use of the collected data. We will show you how the leaders in Poland and Europe do this!

See you in Cracow, during the two parallel Confe-rences: Loyalty Programs and Customer Insight!!

Katarzyna KlimkiewiczProject Manager

ParticiPation in the LoyaLty Programs is the oPPortunity to:

•meeting loyalty guru: Terry Hunt – co-creator of the Tesco Club Card, uccess, co-author of the„Scoring Points” loyalty bible

•taking a look at England’s largest multi-partner pro-gram – Nectar

•a look into the most current research report regar-ding the development of loyalty in the retail sector

•becoming familiar with the newest programs on the Polish market: Raiffeisen Bank Polska, Guardian Częstochowa, Autocard, Koelner

• choice from among 35 presentations – 8 paral-lel sessions as well as an exchange of experience from among the most experienced experts on the Polish market, both during the discussion panels and the evening banquet!

the participant profile of the Loyalty Programs conference:

CEO, Management Board Member 19%

Director, Loyalty Program Manager 18%

Director Marketing Department Manager 39%

Director, Sales Department Manager 21%

Other 3%

Participation in customer insight is the opportunity to:

•meet one of the greatest world authorities in the field of customer experience: Mike Wittenstein (USA)

•an exchange of experiences with representatives of the largest telecommunications operators: Mobil-tel Bulgaria, Telenor Serbia, T-Mobile Austria, Tele-kom Austria

•case studies from the retail and finance sectors: GE Money Bank, Real

•a choice from among 35 presentations – 8 paral-lel sessions

ParticiPation in the event is the oPPortunity to choose

from Lectures of two ParaLLeL conferences – over 35

Presentations, 4 ParaLLeL sessions each day!

Director, CRM Manager 41%

Director, Customer Service Manager 23%

Director, Business Analysis Manager 17%

Director, Research and Development Manager 14%

Other 5%

the participant profile of the customer insight conference:

BUild A CUSToMER loyAlTy STRATEGymeaning how to plan, implement and develop a loyalty program,

which will change the face of the company

lEGAl ANd TAx ASPECTS oF loyAlTy PRoGRAM

WORKSHOPS FORM:

We have planned the workshops as interactive meetings, the objective of which is to solve specific problems and have discussions with the leaders as well as other participants.

Participants will receive materials including fragments of the lectures as well as tasks for individual completion two weeks before the commencement of the workshops. During the workshops, half of the time will be allocated for the completion of the exercises, discussing them as well as conversations between the participants.

WORKSHOPS

Leader: Andrzej Łapeta (KUC Advertising Company)

day i, 13th April – Tuesday9:30 Registration and a morning cup of coffee

10:00 Creation of customer loyalty strategy bases in the company• Areviewoftheloyaltystrategiesonthefollowingmarkets:Polish,EuropeanandAmerican

• Ananalysisoftheadvantagesanddisadvantagesofvariousstrategies–ifandwhenitisworthworkingoncustomerloyalty?

11:00 Coffee break

11:15 Establishing an individual loyalty strategy for your company – exercise• Keyloyaltyfactorsformysector• Customercreationstrategy

12:45 Lunch

1:45 Under what conditions will the selected strategy bring the expected benefits – discussion• Theselectionoftheprogramformrelevantforagi-venbusiness

• Whendoestheprogrambringprofits• Establishingtheprogramobjectives• Programformselection

2:45 Coffee break

3:00 How to convince the company owner or management of our opinions• Anassessmentofthesolutionsofotherparticipants

4:00 End of day 1 of the workshops

Dzień II, 14th April – Wednesday9:30 Registration, welcome and morning coffee

10:00 Loyalty program development – directions of development• Analyzingthedevelopmentpathsintheformofamulti-partnerprogram

• Searchingfornewpartnersforfurtherdevelopment• Searchingfornewawardsuppliers• Aprogrambasedonacommoncurrency

11:00 Coffee break

11:15 The Four Formula Methodology – the rules for creatingmulti-partner programs• Integrationformula• Distinctionformula• Identityformula• Valueformula

12:45 Lunch

1:45 Opportunities and threats of the development of a loyalty program (on participant examples)• Variouspathsofprogramdevelopment• Planningtheprogram’sidentity• Valuescreation–whattypesofprofitswillthepro-grambring

2:45 Coffee break

3:00 Maintaining control over the program’s development • Diversifyingtheprogramonthemarket

4:00 Ending, handing out certificates

Leader: Katarzyna Szafrańska-Blank (PWC)

Module II, 14th April – tax aspects

1:45 loyalty programs in the tax law – general rules

• Typesofloyaltyprogramsandtherulesoftheirtaxa-tion– theorganizer’staxes–whentheloyaltyprogramcanconstitutefulldeductiblecosts– participanttaxes–ifandhowmuchtheparticipantwillpayforreceivinganawardintheloyaltyprogram

• TheperceptionofloyaltyprogramsbytheTaxOffice–thenewestpractices

2:45 Coffee break

3:00 documenting expenses incurred within the framework of the loyalty programs

• Howtocorrectlydocumentthetransferoftheawardsfortaxpurposes

• herulesforcreatingloyaltyprogramregulationsfromthepointofviewofthetaxlaw–provisionsre-gardingrivalry,grossing–uptheawardsaswellastaxcollection


Leader: Xawery Konarski (Traple Konarski Podrecki)

Module I, 14th April – legal aspects

9:30 Registration and welcome

10:00 loyalty programs – legal issues• Loyaltyprogramsandmotivationprograms–legaldifferences

• Corporateprogramsandmulti-partnerprograms• Loyaltyprogramsandselectedformsofsalespromotions

• Themostimportantprovisionsoftheagreementontheaccessiontoaloyaltyprogram

11:00 Coffee break

11:15 loyalty programs – legal issues – cont.• Collectionsofpersonaldatacreatedwithintheframe-workoftheloyaltyprograms

• Themarketingofsensitivegoodsandservicesandloyaltyprograms

• Loyaltyprogramsandunfaircompetitionandunfairmarketpractices

12:45 Lunch

day i – 15th April, Thursday

9:30 Rejestracja, przywitanie i poranna kawa

10:00 Maximising the potential of your customer data to intensify loyaltyChris Jacobs (Independent CRM/Customer Loyalty Consultant)

10:40 How Tesco built a rich relationship with 15 million customers

Tesco Club CardTerry Hunt (Euro RSCG 4D)• HowdidTescocreatethemostsuccessfulretailloyaltyprogramintheworld?• Continuousinnovationandimprovement,thesuccessesandthefailures• Whatlessonshavebeenlearned?

11:30 Przerwanakawę

Conference Loyalty Programs

Plenary session

CoNFERENCE PRoGRAM

Leader:JacekPowałka(GOH)

9:30 Registration and a morning cup of coffee

10:00 Maximising the potential of your customer data to intensify loyaltyChris Jacobs (Independent CRM/Customer Loyalty Consultant)

10:40 How Tesco built a rich relationship with 15 million customers

Tesco ClubCardTerry Hunt (EHS Brann)• HowdidTescocreatethemostsuccessfulretailloyaltyprogramintheworld?• Continuousinnovationandimprovement,thesuccessesandthefailures• Whatlessonshavebeenlearned?

11:30 Coffee break

general session parallel sessionsSimultaneous translation in English and Poland shall be provided

Main Session Multi-Partner Programs

Leader:TomaszBurdziński(OskarWegner)11:50 How to launch a Coalition loyalty Programme

NectarLaurence Stock (Groupe Aeroplan)• PartnerSelection• InternationalKnowledgeTransfer• Brand&LaunchMarketing

12:20 Partner Program as an element of building effective, long-term relations with the customer

Class & ClubTomasz Straszyński (Raiffeisen Bank Polska S.A.)• Theselectionandroleofpartnersintheprogram• Communicationstrategywiththeprogramparticipants

• Managingrelationsandcontactwithprogramparticipants

1:00 Lunch2:00 How to increase the level of activity of program

participants Allegro

Artur Brzęczkowski (Allegro)• Theuseofcouponsinpromotion(availableoffline)• Thepromotionofcategoryxtimesmorepointsformakingpurchasesinthepromotedcategory

2:40 Coffee break3:00 Multi-branding and multi-partnerships in the loyalty

sector as the only path to the future Autocard

Łukasz Róg (Autocard)• Loyaltyintheautomotivesector• Whereandhowtolookforpartners,meaningwhodefinitelydoesnotfitourprogram

• Howtousethepartner’scompetenciesasabenefitforeveryone

3:40 How to get into a leading position – 1 million active cards in 2 weeks

PAYBACKMarcin Drzewiecki (Loyalty Partner Polska)• Marketingcampaign–showseverystepoftheway,howtoeffectivelypromotenewquality

• MarketingplatformPAYBACKasanexampleofinnovatorydirectmarketing

4:20 Panel discussionAn individual or mutual program?Moderator: Tomasz Burdziński (Oskar Wegner)Eksperci: Krzysztof Swaczyna (Alma), Magdalena Mularuk (Real), Artur Brzęczkowski (Allegro), Bartłomiej Murawski (PKN ORLEN)

5:00 End of day 18:00 Evening banquet in one of the best restaurants in

Krakow’s Kazimierz District

Leader:JacekPowałka(GOH)11:50 The latest battle for customer allegiance

Miloš Ryba (Planet Retail)• Loyaltyschemes–globaloverview• Loyaltyschemeshavebecomeagroundforcompetition

• TescoandCarrefourinvestingintheanalysisofdatagatheredfromloyaltycardstotailortheirstores

12:20 Retaining the customer in the program as the result of an effective communication strategy

SPARMarek Szybalski (SPAR) – awaiting confirmation

1:00 Lunch

2:00 Various dimensions of values as a basis of loyalty towards the trade partner brands and final buyers

Guardian CzęstochowaMarek Banowski (Guardian Częstochowa), Piotr Lutek (Synergia)• Ingredientbrandastheinitiator(ingredientbranding)

• Loyaltybasedonnewmarketingtools• Loyaltyprogramasavirtualbusinessunit

2:40 Coffee break

3:00 loyalty program: benefits for the company,and building customer loyalty

Carrefour PolskaIwona Błaszczak (Carrefour Polska)• Baseandtargetpoints• Actionefficiencymeasurement• Thedevelopmentofnewmarketingcommunicationchannels

3:40 oxford discussionAn award system or (a program based on) relations marketing?Moderator: Jacek Powałka (GOH)Marek Banowski (Guardian Częstochowa),Andrzej Łapeta (KUC Advertising Company),Damian Gucza (Pioneer Pekao TFI)

4:20 End of day 1

8:00 Evening banquet in one of the best restaurants in Krakow’s Kazimierz District

Participation in the event is the opportunity to select

from lectures at two parallel conferences:

loyalty Programs and Customer insight

– over 35 presentations, 4 parallel sessions each day!

Conference Loyalty Programs Conference Customer Insight

PolANd & CEE CUSToMER loyAlTy SUMMiT

general session sesje równoległeSimultaneous translation in English and Poland shall be provided

Sesja BTB Customer insight Strategies

11:50 if and how loyalty can be established with business partners

Xerox Xtra ClubArkadiusz Chłopik (Xerox) – awaiting confirmation• Goodmotivationoreffectivecommunication–whattochoose?

• Whatstrengthensandwhatcandamageaneffectiveloyaltyprogram

12:20 Effective methods on creating a real, not “bought” customer loyalty

KoelnerJacek Pasternak (Koelner)• Acustomerintimeofrecession-whatabouttheirloyalty?

• Provenmechanismsonhowtoretainacustomerasarecipeforrealloyalty

1:00 Lunch

2:00 Revitalizing the loyalty program

LOT dla Firm for BusinessKatarzyna Dubno (PLL LOT)• Adjustingtheprogramtotheneedsofthetargetgroup

• Howtoactivatecustomers• Secretsofattractiveandeffectivecommunication

2:40 Coffee break

3:00 How to increase the profits of a loyalty program at a lower cost

Świat Zdrowia (The World of Heath)Marcin Piechocki (Torfarm)• Theloyaltyprogramasapretexttogeneraterevenuefromaccompanyingbusinesses

• Advertising,presspublications,B2Buniqueservices–meaninghowtogenerateprofittocovertheprogram’soperations

3:40 End of day 1


Leader:AndrzejŁapeta(KUCAdvertisingCompany)11:50 Developing cost-effective strategies that maximise

the loyalty of your customers

Honda UKMatt Gibson, (Honda UK)• Creatingaproactiveanddynamicdealernetworkcommittedtobeingthebestretailerintown

• Engagingwithacustomerstocreatea„CustomerPanel”

• Bothofthesestrategiesarebeginningtoworkforus,rewardsinloyalty,retentionandreductioningoodwillarebeginningtoimprove

12:20 The secret of optimal customer relations management, meaning customer insight in practice

GE Money BankMonika Boroszewska, Beata Żmudzka (GE Money Bank)• Howsegmentationallowstheneedsandbehavioursofourcustomerstoberecognized

• Optimizing–databasemarketingactions• Cross-channelmanagementontheexampleofoptimizingcommunicationchannels

1:00 Lunch

2:00 loyalty Roi . The entire truth on the economic effects of investing in loyaltyAndrzej Łapeta (KUC Advertising Company)• PropercalculationofmarketingROI• ROIandsegmentation• ROIandcustomervalue• InteractivemodelsforfastROIcalculation

2:40 Coffee break

3:00 increasing customer retention indicators in the telecommunications and financial sectors

telecommunications and financial sectors

Tamara Rubin (ING Bank Śląski)

3:40 End of day 1


Main Session Financial session

Leader:TomaszBurdziński(OskarWegner)11:40 The financial market and building loyalty

Damian Gucza (Pioneer Pekao TFI)• Whattypeofcustomerisitworthlinkingwiththebrand–customervalue

• InformationonthecustomerasasuccessfactorAreasinfluencingcustomerloyalty

• Howtoavoidanincreaseinthechurnindicator• Samplemechanismforbuildingloyalty• Customerserviceasanemotionalelementbetweenthebrandandthecustomer

12:20 Lunch

1:20 is it possible to link a customer with a financial institution for good?

Toyota Bank PolskaAnna Kamińska, Dorota Szulkowska (Toyota Bank Polska)• Isaloyaltyprogramtherightsolution?• Examplesofeffectivetoolsforcratinglong-termcustomerre-lations

2:00 Interactive workshops,world trends in loyalty programs in the financial sector, the possibility of adaptation to the Polish marketTomasz Burdziński (Oskar Wegner)• Benefitsforprogramparticipants:points,statusandotherpossibilitiesofprovidingawards

• Loyaltyprogramsasacrosssellingtoolforprofilingcustomerbehaviours

• Managingthecustomerdatabase–themethodofcollectingandselectinginformation,thepossibilitiesoftheiruse

• Partnersintheloyaltyprogram–theselectionofpartners

• Theloyaltyprogramasasourceofadditionalrevenue


Leader:JacekPowałka(GOH)

11:40 An increase in the effectiveness and the attractiveness of a loyalty program

VITAY

Bartłomiej Murawski (PKN ORLEN), Wioletta Krasnodębska (PKN ORLEN)• Supportofanalyticaltoolsindesigningdirectcommunication

• Designingpro-salespromotionsthroughtextmessages,receiptprintout,e-mail–livedemo

• Effectivenesscalculatingmethodology

12:20 Lunch

1:20 The economic crisis – a catastrophe or an opportunity for the loyalty program

A|Club Loyalty Program

Vitor Antunes Costa (Accor)

2:00 Tools for the effective retention of a program participant

Procter&Gamble, NAVO PGD

Magdalena Ciesielska (Procter&Gamble) Roman Gajczewski (NAVO Polska Grupa Dystrybucyjna)• Howtouseaninternetplatformtoraiseaprogram’seffectiveness

• Theimportanceofpoints–whattodoforprogramparticipantstoexchangepointsforawards?

• Mutualbusinessbuildingwithtraditionalmarketstoreswiththehelpofloyaltyprogramsasatoolforsalessupport


day ii – 16th April, Friday

general session parallel sessions

Conference Loyalty Programs

9:30 Registration, welcome and morning coffee

10:00 Aligning the front line customer experience for bottom line resultsMike Wittenstein (The Authority on Customer Experience)

10:40 Social media as a modern method for building your customer relationsMichael Leander Nielsen (Fokus Integrated)• Howtousesocialmediatoincreasethecustomerexperienceandimprovecustomerservice

• Howtomeasurethecustomerexperienceandtheconversationinsocialmedia• Howtoutilizeeffectivedirectmarketingtoincreaseandsustainloyalty

11:20 Coffee break

PRoGRAM

Plenary session

Leader: Jacek Powałka (GOH)

Simultaneous translation in English and Poland shall be provided

Participation in the event is the opportunity to select from lectures at two parallel conferences: loyalty Programs and Customer insight

– over 35 presentations, 4 parallel sessions each day!

data Usage data Collection and interpretation

Leader:AndrzejŁapeta(FirmaReklamowaKUC)

11:40 How to use insights from Social Network Analysisto drive improve retention, loyalty and much more

Simon Rees (Idiro Technologies)• HowSocialNetworkAnalysisaddsanewdimensiontocustomerinsightfortelcos

• CasestudiesoftheapplicationofSNAinsightstodrivingretention,loyalty,acquisition,cross-sell

12:20 Lunch

1:20 The new methods of increasing customer loyalty

Telekom AustriaAnna Szczurowska (Telekom Austria TA AG)• Innovativewayofmonitoringcustomers’loyaltyaswellascomparisonwithcompetitorsbasedoncustomersatisfactionresearch

• Buildingloyaltythroughclosedloopstructureincustomermanagementprocess

• Usingofinnovativeanalyticalmodel„expectedvalue”tooptimisecustomercontactmanagementstrategies(avoidivngcustomerovercontacting;maximisingcontributionmarginetc.)

2:00 The seven wonders of the world of loyalty

Jacek Powałka (Great Open House)• Ananalysisofthemostinterestingloyaltyimplementationsfromtheworld,fromtheperspectiveofdataandtheiruse

• 7reasons,whichhaveresultedinthesuccessoftheprograms:TescoClubCard,Neiman-MarcysIn-Circle,GroheProfessionalClub(B-to-B),StarbucksCoffee(USA),5Plus

• “Turbodymomen”ofloyaltyprograms,meaningthedynamicsegmentationmodelsinpractice


11:40 Overcoming the challenges of gathering and analysing customer data in order to develop targeted loyalty schemes

Telenor SerbiaIvan Karlovic (Telenor Serbia)• Understandingtheimportanceofgatheringrelevantandcompletecustomerdataandassessingtheimpactofnotdoingsointermsof:– Cost-efficiencyofretentionschemes– Customerloyalty• Managingthechallengesofintegratingandprocessingcomplexcustomerdatadrawnfrommultiplesources

• Leveragingtheintegrateddatatodevelopaholisticviewofyourcustomerandtoprovidethemwithwhattheywantorneed

12:20 Lunch

1:20 What data is worth collecting and how deeply should it be processed

T-MobileRepresentative T-Mobile Austria• Multi-channeldatacollection-threats• LTVhistoricdata,segmentation,churn• Joiningthecompaniesanddatafluctuation

2:00 Good practices in data collection and analysis– We are awaiting confirmation of the subject

RealJoanna Stasiecka (Real)


general session sesje równoległe

Conference Customer Insight


Simultaneous translation in English and Poland shall be provided

Terry HuntChairman, EHS BrannTerry has been directly involved in customer reward and enga-gement strategies both in the UK and overseas for over 15 years. ProgrammesincludeTescoClubcard,HMVPure,Waterstone’sCard,EconomistCircle,DieselCult,HomebaseSpend&Save.Terryhasbeen most closely involved in the development of Tesco Clubcard and co-authored Scoring Points, the international best-selling book on Tesco’s pioneering customer programme.

Mike WittensteinThe Authority on Customer ExperienceFor more than two decades, Mike has led change and inno-vation initiatives for clients in the fields of customer rela-tions, services, retail, travel, media & entertainment, telecom-munications, technology, sales, quick-service restaurants, non-profit, financial services, education, consumer package go-ods,healthcare,governmentandtransportation.Heisalsoauthor (Designed Experiences: A Practical Guide for Leaders), one of the founders of the International Designed Experiences Al-liance Network TheIDEA-Net.com.

Michael Leander NielsenChief Executive Officer, Fokus IntergatedMichael Leander Nielsen is a recognized authority in the di-rect marketing space. A frequent speaker and lecturer he is also the current Chairman of FIMAC and a consultant to Eastern Eu-ropean corporations.More about Mr. Leander Nielsen here [http://meemoo2.com].

Simon ReesSales & Marketing Director, Idiro TechnologiesIn 2005, Simon left the World of the Telecoms Operator to join Idiro Technologies, a leader in the field of Social Networks Analysis for Mobile Operator marketing. In Idiro, Simon is responsible for customer marketing consulting as well as for heading up the sales and marketing functions.

Miloš RybaAnalyst, Planet RetailHehasbeenanalysingtheretailsectorinCentralandEasternEuro-pean countries for a number of years. Miloš has presented at leading conferences in Eastern Europe and regularly contributes tomediaonretailtopics.Hiskeenknowledgeandexpertiseliewithin the Russian market and loyalty schemes.

Artur BrzęczkowskiMarketing Directorfor the Allegro Group, QXL PolandHewasinitiallyresponsibleforrelationswiththewebpage’smostimportant partners, then for Allegro’s marketing, and presently for the group’s marketing, PR community.

Katarzyna DubnoMarketing Program Department ManagerManages the Miles&More frequent flyer program on the Polish mar-ket as well as the program for small land medium sized enterpri-ses – LOT for Business. She is also credited with the migration oftheLOTVoyagerandQualiflyerloyaltyprograms.

Damian GuczaDirector of the Marketing Communications Team, Pioneer Pekao TFIPossesses ten years of experience in marketing and advertising (3 years in the financial sector), gained in corporate marketing and advertisingagenciesHeisresponsiblefor:investmentfundadver-tising campaigns, promotional and sales materials,Public Relations, CSR.

Arkadiusz ChłopikOffice Marketing Manager, Xerox PolskaManages the office group marketing department, he is responsible for creating and implementing marketing actions, demand among the partner channels as well as end customers, pricing policy as well as communication in the partner channel.

Marek BanowskiGlasMax Program Coordinator, Guardian CzęstochowaResponsible for the coordination, creation and all actions connected with the program. A consultant in the scope of marketing for many years. Previously the Trade Director for MK Café, among others.

Chris JacobsIndependent Consultant in Customer Loyalty/CRM areaHehasworkedinbusinesssystemsforover35years,thelast18ofwhich have been exclusively in consumer-focused marketing appli-cations.Hehasbeenpersonallyinvolvedinthedesignandimple-mentation of over 60 loyalty/CRM schemes in the UK, Europe and beyond, and has an in depth, practical understanding of the diffe-rent issues involved in building customer relationships in a wide range of industries.

Vitor Antunes CostaLoyalty Network Animation Manager A|Club Loyalty Progra, Accor Hotels FranceInchargeofHotelNetworkAnimationsince2006.LaunchedA|ClubLoyalty Program in September 2008.

Iwona BłaszczakLoyalty Program Senior Manager, Carrefour PolskaManages the Rodzinka loyalty program, functioning in supermarket chains. In previous years, she gained sales and marketing experien-ce in Nestle Polska, working with such brands as Nescafe or Winiary.

Magdalena MularukMarketing Director, Real, Metro GroupShe is responsible, among others, for the company’s marketing strategy, media, sales promotions as well as new products develop-ment.She has gained professional experience in companies such as: Ikea, Colgate-Palmolive, S.C.Johnson.

Marek SzybalskiTrade Director, SPAR PolskaPossesses over fifteen years of experience in traditional as well as modern trade on the Polish and the European market in the fields ofproduction,purchasing,salesandFMCGproductdistribution.Hehas worked for SPAR Polska for the past seven years. Earlier, he held management positions in companies including: Aromat Snack, El-breweryCo.Ltd., EduschoPolska.

Jacek PowałkaVice Chairman of the Board, CEO, Great Open HouseThe lecturer at the Polish and international conferences on marke-tingstrategies.HeisanexpertinCRM,integratedmarketingandloy-altyprogrammes.HegainedhisexperienceinATLandBTLinPep-sico Poland, Polkomtel, TP SA, Meteor Mobile Communications (Ire-land).HewastheonlyPolishcitizentobetheadvisortotheChair-manoftheBoardofFranceTelecominParis.Heisalsotheco-au-thoroftheloyaltyprogramme„5Plus”forPolkomtelandthe„Mię-dzy Nami” (Among Us) programme in Dialog Telecom.

Joanna StasieckaDirector of theLoyalty Operations, Market Analysis and Research, Real Metro Group

Anna SzczurowskaCRM Manager Team CRM Analytics&Developement, Telekom AustriaSince 2007 she has been in CRM Department in charge of develo-ping customer loyalty initiatives, improving of customer experience and involved in setting customer contact strategies. She also initia-ted implementing of new customer contact channel and is coordina-ting improvement of customer contact data.

Laurence StockInternational Development Director, Groupe AeroplanHe joined Loyalty Management Group (now Groupe Aeroplan) in2004 in the Business Development team and he was responsible for generating new revenue streams for the Nectar programme and the following projects: The signing of ebookers as a Sponsor and Rewards Supplier, The launch of Nectar eStores, The signing andlaunchofmobile2points,TheNectarChildTrustFundandtheNectarFilmClub.Nowhemovedintotheinternationaldevelopmentteam and is working on the launch of the company’s next major co-alition loyalty programme, in Italy.

SPEAKERS

Matt Gibson Head of Customer, Honda UKMatthasbeeninHondafor27years,startinghiscareerintheMar-keting department before moving into Sales, Network Development, AftersalesandnowasHeadofCustomerwherehisroleistoleadtwo teams of Customer Relations and Customer Understanding. Passionate about understanding what drives loyalty and advocacy in customers is top of Matt’s agenda.

Marcin PiechockiCEO, Management Board Member, Torfarm GroupResponsible for the implementation of a national loyalty program for customersoftheŚwiatZdrowiapharmaciescooperatingwithdistri-butioncompanieswithintheframeworkoftheTorfarmGroup.Oneof his more important successes is linking over 150 pharmacies all over the country into a partnership network.

Katarzyna Szafrańska-BlankSenior Manager in Consumer Products, Retail and Distribution , Tax Consultancy Department, PricewaterhouseCoopersShe is the licensed tax consultant. She specialises in issues of tax risk management in the area of marketing expenses, and in con-sulting for the sector of retail and distribution. She has many years experience in tax consultancy, and advising customers in the area of tax categorization of marketing expenses. She is the co-author of the publications within that scope, including the book “Representa-tion, Advertisement and Promotion. Tax Issues”

Tomasz StraszyńskiManager of the Cooperation Team with External Business Partners, Raiffeisen Bank PolskaHemanagestheNewBusinessDevelopmentTeamintheReta-ilBankingDepartmentofRaiffeisenBankPolskaS.A.Heisrespon-sible, among others, for the implementation of the Master Card Word Class& Club credit card to Raiffeisen Bank Polska S.A.’s offer as well as the implementation and development of the Class&Club Partner Program.

Tomasz BurdzińskiStrategic Director, Oskar WegnerForthelast10yearshehasbeendevelopingandimplementingmar-ketingplansonthestrategicandoperationallevel.Heisanexpertin systems of building and developing the customer relation and dataanalysis.HeparticipatedintheemergenceoftheconceptsofmotivationandloyaltyprogrammesforAIGCredit,Amica,Aviko,FarmFrites,3M,ToyotaMore.

Bartłomiej MurawskiTeam Manager of the VITAY Program Development Team, PKN ORLENHehasdealtwiththetopicof increasingcustomerloyaltyforover10years.Heisresponsible,amongothers,forthepromotionaluseoftheVITAYProgramatPKNORLEN.

Monika BoroszewskaCRM Director, GE Money BankPresently, she manages the team creating x-sell strategies for con-sumer finance product lines addressed to the bank’s regular custo-mers. She created antiattrition processes from scratch directed at counteracting customer loss. She also implemented direct marke-ting campaigns in the frames of a loyalty program. She created and managed an up-sell process for one of the bank’s products.

Magdalena CiesielskaProcter & Gamble

Przedstawiciel T-Mobile

Ivan KarlovicCRM Data Mining Specialist, Telenor SerbiaHe works as the CRM Data Mining Specialist for Telenor Serbia.With the vision to support the overall CRM strategy, enjoys in-volvement in numerous cross-functional projects as the lead on predictive analytics, segmentation and customer insight to help develop and retain customers.Xawery KonarskiLawyer, Associate, Traple Konarski Podrecki Legal OfficeThe legal expert of the Polish Chamber of Information Technology and Telecommunication (PIIT) and the Direct Marketing Association (SMB).He is theauthoror theco-authorof thescientificpublica-tions on the advertising law, including the books: “The Internet and the Law In Practice” (2002) and “The Commentary to the Act on Pro-vidingE-Services”(2004).HeisthememberoftheProgrammeCom-mitteeofthequarterlymagazine“NewTechnologiesLaw”.Hepar-ticipated as an expert in the legislation works on the law amend-ment within the scope of the new technologies law and protection of personal data (2004).Andrzej ŁapetaStrategist, Firma Reklamowa KUCConsultant in the extent of creating and modifying loyalty programs.Hehasdealtwithmanagementandmarketingforover15years,andfor the past seven years he has been specifically interested in rela-tion building programs.Speaker at many Loyalty Program Congres-ses.

Beata ŻmudzkaCRM Modeling and Forecasting Manager, GE Money BankShe is responsible for the support and optimization of activities aimed at effective customer relations management with the use of advanced statistical techniques, optimization, and data mining tools.

Marcin Drzewiecki Marketing Director, Loyalty Partner PolskaMany years of experience in modern commerce, also in the posi-tion of Marketing Director for Carrefour Poland, and Customer Insi-ght Manager for Tesco Poland, where he was responsible for the in-troduction and development of an internet consumer research pro-gram.


Łukasz RógVice President of the AutoCard Management Board, President of the Euro Dental Clinik Management BoardHeisresponsibleforthefirstmulti-partnerloyaltyprogramintheau-tomotive sector – Autocard.Krzysztof SwaczynaLoyalty Programme Manager, Alma MarketHeisresponsiblefortheinitiativesandtheactivitiesoftheConnois-seurClub.Hehasawide-rangingexperience,whichhegainedwor-king as the project manager in the call centre and customer service industry.Hecooperatedinmanyloyaltyprogrammes,includingSe-phora Club and Premium Club.Jacek PasternakMarketing Director, Koelner GroupHeiscurrentlyinvolvedinthecreationofanewmarketingorgani-zation,responsiblefortheneedsofaninternationalentity.HewaspreviouslyresponsibleformarketrelationsintheImpelGroup.

Anna Kamińska Deputy Director of Direct Sales Department, Toyota Bank PolskaResponsible for the sales of retail products within the bank and thro-ugh external suppliers, and for the quality of the bank’s customer services. Participates actively in creating and realizing the bank’s strategy towards its clients in the Loyalty Program More.

Dorota Szulkowska Senior Marketing Specialist, Toyota Bank PolskaResponsible for activities supporting the area of direct sales, organi-zes competitions and lotteries and promotes sales, co-ordinates the Toyota loyalty program More, on behalf of Toyota Bank.

Wioletta KrasnodębskaCoordinator of the VITAY Program Development Team, PKN ORLENShe has dealt with sales promotions as well asdirect marketing at PKN ORLEN for the past three years. She has participated in the con-struction of an analytical tool for designing direct communication and uses it in her everyday work.Roman GajczewskiVice President of the NAVO Polska Grupa Dystrybucyjna Manage-ment BoardIn2001hebecameVicePresidentofNAVOPGD,createdbyfiveP&GRegional Distributors, which became the strategic partner of Proc-ter&GambleonthetraditionalmarketinPoland.Hehasalsorecen-tly become responsible for the development of new business pro-jectsinNAVO.Piotr Lutek Management Board President, SynergiaHespecializes in the fieldofstrategicmarketing,marketsurroun-ding analysis techniques, tools for assessing the attractiveness of an enterprise, marketing research, brand management, and sales techniques.

Tamara RubinCRM Director, ING Bank Śląski

You are invited to take part in Poland & CEE Customer Loyalty Summit:Katarzyna Klimkiewicz – Project Managertel. +48 12 350 54 00, faks + 48 12 350 54 [email protected]

Sponsors welcome

Irrespectiveofwhethertheaimofyourcompanyistoexpandbusinesscontacts,strengthenitsbrandimageorpresentanewproduct,

the„POLAND&CEECUSTOMERLOYALTYSUMMIT”eventistheidealopportunitytostrengthenthepositionofthecompany,

andespeciallytoincreasesalesandprofits.

Thankstocooperatingwithus,youwillreceiveapackage,ideallytailoredtoyourbudgetandyourcompany’smarketingaims.

Pleasecontact:AnnąSzczurek–BusinessDevelopmentManagertel.+48123505452,[email protected]

“The Multipartner Loyalty Programs Forum was an extre-mely important event as it gathered true loyalty experts not only from Poland but from all over Europe as well. I’m glad that the PAYBACK bonus program, which has its debut on the Polish market, was included in the event’s agenda”.

Sylwia PyśkiewiczManaging director, loyalty Partner Polska

“I am very much impressed that speakers from practically all of the major loyalty programs in Europe have been suc-cessfully gathered in one place. We’ve never had such an event in Poland until now, with so many interesting spe-akers. The time of the conference was also ideally chosen – PayBack’s debut on the market enhanced the interest in multi-partner loyalty programs, and there are few serious marketing managers working in the B2C area who can ho-nestly say that this is not of relevance to them. The orga-nisation, as always in your case, was superb; and I think the lectures were interesting and presented global trends. Congratulations again”.

Tomasz BurdzińskiStrategic director, oskar Wegner

“Great impressions, I am very content. The level of organi-zation and speakers was very high (…) I think that it would be good to organize such a summit for marketers and ad-vertising specialists”.

Pavel Sidorenco,Development Director Tellus

„If you are considering joining a loyalty programme this conference provided a great overview as it included presen-tations from all of the biggest names in European loyalty”.

iain PringleHead of Customer insight & loyalty

The Mileage Company – AirMiles, British Airways Miles

Testimonials

THEORDERFORM

POLAND&CEECustomerLoyaltySummit

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HotelQubus,Nadwiślanska6,

Cracow

Conditions of participations1. The participation costs per person are as follows:

w konferencji:PLN3995+22%VAT – if you register by 19th March and pay the full amount before the date of the conferencePLN4495+22%VAT – if you register after 19th March or pay the full amount after the date of the conferencein the workshops: „Build a loyalty strategy...” (13-14 April):PLN2995+22%VAT – if you register by 19th March and pay the full amount before the date of the workshopsPLN3495+22%VAT– if you register after 19th March or pay the full amount after the date of the workshopsin the legal and tax workshops (14 April):PLN1795+22%VAT – if you register by 19th March and pay the full amount before the date of the workshopsPLN1995+22%VAT – you register after 19th March or pay the full amount after the date of the workshopsin the conference and the “Build a loyalty strategy…” workshops:PLN5495+22%VAT – if you register by 19th March and pay the full amount before the date of the conferencePLN6295++22%VAT – if you register after 19th March or pay the full amount after the date of the conferencein the conference and the legal and tax workshops:PLN4995+22%VAT – if you register by 19th March and pay the full amount before the date of the conferencePLN5495++22%VAT – if you register after 19th March or pay the full amount after the date of the conference.

2. The price includes lectures, congress materials, coffee breaks, lunch. (regards the conference).

3. Sending a signed and completed application form to Blue Business Media by fax or e-mail constitutes the conclusion of a binding agreement between the Applicant and Blue Busi-ness Media and is equivalent to the Applicant’s consent to all the obligations resulting from the agreement. A pro forma invoice is issued on a standard basis and sent via email after receiving the application form.

4. The person signing the registration form on behalf of the Ap-plicant declares that they possess the relevant authorization to act in the name of and on behalf of the Applicant, specifi-cally to conclude an agreement with Blue Business Media.

5. In the event the applicant registers before 19th March 2010 but does not pay the full amount for the participation before the date of the meeting, the participation cost per person in the forum amounts to PLN 4495 + 22% VAT (conference), PLN 3495 + 22% VAT (“Build a strategy…” workshops) PLN 1995.

6. The payment shall be made on the bank account: Alior Bank S.A., Al. Jana Pawła II 18, Warszawa 15 2490 0005 0000 4520 7369 1425

7. The Applicant has the right to withdraw from participating on the terms and conditions indicated below. Resignation from participation should be submitted in writing and sent by registered mail to the address of Blue Business Media.

8. In the case of resignation by 19th March 2010, the Applicant is obligated to pay a service fee in the amount of PLN 400 + 22% VAT.

9. In the case of resignation after 19th March 2010, the Ap-plicant is obligated to pay the full participation costs, in the amount resulting from the agreement concluded between the Applicant and Blue Business Media.

10. In the event of the lack of participation in the forum as well as the lack of the written resignation from participation in the conference, the Applicant is obligated to pay the full participa-tion costs in the amount resulting from the agreement.

11. Default in payment shall not be unambiguous with resignation from the participation.

12. A person indicated by the Applicant may participate in the conference in lieu of the person submitted to participate.

13. Blue Business Media reserves the right to change the program, the venue of the conference as well as cancel the conference.

15-16April2010

Blue Business Media Sp. z o.o. with its registered office in Warsaw (00-517), ul. Marszałkowska 80, entered into the Register of Entrepreneurs kept by the District Court for the Capital City of Warsaw, 12th Commercial Division of the National Court Register, under no. KRS 0000325306, NIP 7010167656, the amount of the share capital: PLN 100,000.

According to the act of August 29th of 1997 on the personal data protection (Journal of Laws, No 133, item 833) Informedia Polska Sp. z o.o. with its seat in War-saw (hereinafter referred to as Informedia) hereby notifies that it is the administrator of personal data. We give consent on processing personal data for the pur-pose of promotion and marketing of the activity conducted by Informedia, the services provided and products being offered, and also for the purpose of promo-tion of client’s offers of Informedia. We also give approval for receiving offers by e-mail as well as any trade information concerning Informedia and the client’s of Informedia. The entity giving consent on processing personal data shall be entitled to the right of control of data processing, which they concern including also the right to correct them.We also declare that we have red the terms and conditions for participation and we oblige to pay the entire amount resulting from the present agreement

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Blue Business Media, Oddział Kraków: ul. B. Joselewicza 21 c, 31-031 Kraków tel: +48 12 350 54 00, fax: +48 12 350 54 01 e-mail: [email protected], www.bbm.pl

by 19th March after 19th March

„Zbuduj strategię lojalności klientów” PLN2995+22%VAT PLN3495+22%VAT

Aspekty prawno-podatkoweprogramów lojalnościowych PLN1795+22%VAT PLN1995+22%VAT

YES, i want to participate in the workshops:

LOYALTY REVIEW POLAND RETAIL REVIEW POLAND

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Loyalty Programs PLN3995+22%VAT PLN4495+22%VAT

Customer Insight PLN3995+22%VAT PLN4495+22%VAT

YES, i want to participate in the conference:

YES, i want to participate in the conference and the workshops:

LoyaLty Programs customer insight


“Build a customer loyalty strategy” PLN5495+22%VAT PLN6295+22%VAT

The legal and tax aspects of loyalty programs PLN4995+22%VAT PLN5495+22%VAT