Gianfranco Cuzziol

Former CRM & Customer roles at Dr. Martens and Natura & Co

Day 1 | 25th February

12:15 PM FIRESIDE CHAT & ASK THE EXPERTS: How can you build a strong brand that fosters a loyal and devoted customer base?

Put your questions to the experts as this is your chance to ask whatever you’d like to know about brand building and loyalty, such as:

How can you develop relationships with your customers to turn them into brand advocates?
How important is it to develop loyal communities and strengthen customer advocacy?
What internal strategies and tools can help develop customer loyalty?
How can you balance hyper-personalisation with authenticity and trust?

Day 2 | 26th February

10:20 AM LIVE POLLING & PANEL FEEDBACK: 10 back,10 forward: How has the retail ecommerce industry changed over the past 10 years, and how will it change over the next 10 years?

Join us for a special 10th anniversary as we reflect on how our industry has transformed over the past decade – from changed customer preferences, the rise of AI, and the rise of recommerce to the future of unified commerce, hyper-personalisation and robots doing the shopping for us – have your say on the future of retail.

12:00 PM OXFORD STYLE DEBATE: Loyalty programmes are a sign of a weaker brand. Agree or disagree?

In this Oxford Style Debate, hear from our retail industry leaders as they go head-to-head to debate whether loyalty is the key to maintaining a strong base of brand love or a crutch for brands without inherent power to keep customers.

AGREE: Joshua Pearce, Group Head of Brand Performance, THG

DISAGREE: Ben Penrose, Retail Partnerships Director, Striqe

Moderator: Gianfranco Cuzziol, CRM & Personalisation Advisor, Author, In Pursuit of the Trivial

Check out the incredible speaker line-up to see who will be joining Gianfranco.

Download The Latest Agenda