In one of the most challenging markets for customer loyalty, we bring forward the latest innovations.

Is Loyalty dead?

This seems to be the question many telco professionals are asking themselves when faced with a constantly growing number of churners. The constant advent of prepaid and the targeting of competitors’ customers are making customer loyalty increasingly important within operators’ strategies.

Investing in loyalty and customer experience has now become fundamental in protecting an operator’s customer base while securing continuous growth. A wealth of new partners have joined the race for securing customer loyalty: from handset manufacturers to social media, the ecosystem of loyalty is changing fast.

Operators are also seeking to become more attractive to the high-end customer segment, by securing their loyalty with attractive offers and enhanced customer experience. The loyalty of enterprise customers also features high on the agenda with dedicated loyalty programme incentives in place by major operators across the globe.

The 8th Annual Telecoms Loyalty & Churn is the world’s most established event on customer loyalty in telecoms attracting operators from across the globe. We have a strong legacy as the one and only event where cutting edge solutions to customer loyalty are first unveiled! Our format is also different to your standard conference; our agenda is jam packed with interactive masterclasses, brainstorming exercises, workshops and training sessions.

And this year we’re expanding our ecosystem further so that apart from world-leading operator case studies, we also explore loyalty outside the telecom industry with leading enterprises sharing their loyalty success-stories! The impact of social media and the synergy with device manufacturers will also be thoroughly explored.

With our exciting location in the heart of the French Riviera, IIR’s Telecoms Loyalty & Churn is once again bound to be the leading annual event for telco professionals working for securing their customer’s loyalty!

Georgios  Kipouros
Senior Conference Producer
Tel: +44 (20) 701 77985
gkipouros@iir-telecoms.com

• Mr John Belchamber,  Group Customer Relations Manager, Telefonica - O2
• Ms Rene Tomova, Direct Sales Division Director, MobilTel
• Mr Vesa Jaakkola,  Business Architecture Lead, Elisa Finland 
• Ms Marika Haceska, Senior International Marketing Manager, Deutsche Telecom 
• Mrs Nicola Millard, Customer Experience Futurologist, BT
• Mrs Elena Gligorofska, Customer Care Manager, One Macedonia 
• Mr Alexander Lehrmann, Group Director of Customer Loyalty, Orange - France Telecom
• Mr Adnan Idrees, Director of MORE Loyalty Programme, Etisalat
• Ms Ozlem, Demirboga, Head of Customer Information Management, Turkcell 
• Mr Graham Webster, Director of Customer Experience, Telefonica Group 
• Mr Alain Glickman, Group Director of Customer Insights, Orange - France Telecom
• Mr Moawya Madibbo, Marketing Director, Zain SD 
• Mr Vincent Battem, Marketing & Loyalty Manager, UPC Netherlands

A Fresh Approach To Keep You Loyal!

18+ Operator Innovations:

Rejuvenate your ideas by learning from your peers (and competitors!) from around the globe! Hear all about the strategies that they have used to radically increase customer loyalty and reduce churn: from loyalty programmes to inventive data mining. Take this unique opportunity to benchmark your strategies and further your success in an increasingly commoditised market through your participation in the industry’s leading Telecoms Loyalty event!

Learning-Intensive Masterclasses:

A major innovation in the IIR Marketing series conferences, masterclasses compliment the classic format of presenting case-studies through Power Point with a livelier, engaging approach that relies on constant interaction with the delegates and features a hands-on approach to reviewing research results. BT will be leading a masterclass opening the conference on why loyalty may in fact be a dead concept and how we can reinvent our approach to 

Interactive Workshop:

Led by the expert team of Orange – France Telecom, a hands-on training workshop will build around the experience of a leading European operator on using social network analysis (SNA) for radically reducing churn. Delegates will be prompted to share their own experiences while also bringing forward their key queries associated with SNA.

Speak Up! Brainstorming sessions:

Meet your fellow delegates through vivid discussions and work together for exploring the pivotal drivers of loyalty while focusing on recent innovations driven by digital tools. Speakers of the day will contribute with their expertise while also prompting the audience to share their own experiences from their work in retaining loyalty focusing on innovative solutions and ideas.

Enhanced Networking:

Establish new and mutually beneficial relationships with your peers, industry experts and solution vendors in an innovative networking exercise scheduled for the mornings of each conference day, the refreshment and lunch breaks as well as the informal drinks reception on 3 July 2011.