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                                                                                                                                         Determine how to stimulate
                                                                                                                                         service usage and increase the
                                                                                                                                         ARPU of your customers despite




                                                                                                                              01
Loyalty & Profitability
                                                                                                                                         declining customer spend




                                                                                                                                1!
                                                                                                                                         Understand how to effectively
                                                                                                                                         engage with your customers and
                                                                                                                                         stimulate brand loyalty
                                                                                                                                         Learn how to develop targeted
                                                                                                                                         and profitable loyalty programmes
Learn how to develop profitable customer loyalty programmes                                                                              for your customers whether you
                                                                                                                                         are a fixed or mobile operator
and establish strategies to increase the value of your customers                                                                         Establish how to manage a
whilst significantly reducing churn                              SAVE UP TO                                                              customer experience

21st-24th May 2012, Radisson Blu Hotel, Berlin, Germany
                                                                                                                       €800!
                                                                                                                     BOOK AND
                                                                                                                                         transformation programme and
                                                                                                                                         use it to drive customer loyalty
                                                                                                                      24TH FE
                                                                                                                              PAY BY
                                                                                                                              BRUARY     Benefit from the only event in the
                                                                                                                            2012!
 Innovative case studies from CMOs, VPs and Directors:                                                                                   market dedicated to helping you
                                                                                                                                         improve both customer loyalty
 Tim Alexander                              Darren Ball                            Robert Sambierski                                     and profitability
 Vice President of Brand Management         Head of PAYG Retention & Loyalty       Director of Loyalty & Retention
 Telefónica O2 Germany                      Virgin Mobile                          Telekomunikacja Polska                                      “Putting the customer at
 Hugo Suidman                               Paolo Menghini                         Cristina Zanchi                                             the centre of the company
 Marketing Director                         Head of Retention                      Chief Customer Loyalty Officer                              risks becoming just a good
 KPN Mobile                                 Telecom Italia                         Mobistar (awaiting final confirmation)              slogan. This event will offer real and
                                                                                                                                       effective examples of companies
 Ellie Kirk                                 Patrick Bodinoli                       Jelena Stojanovic
 Head of Loyalty & Retention                Head of Retention                      Marketing & Sales Director                          who have increased customer
 Orange Group                               UPC Cablecom                           Telekom Srbija                                      loyalty by becoming a customer
                                                                                                                                       centric organisation”
 Samo Ošina                                 Alain Glickman                         Anthony O’Neill                                     Paolo Menghini, Head of Retention,
 Chief Marketing Officer                    Director of Customer Insights          Director of Insight & Analytics                     Telecom Italia
 Telekom Slovenije                          Orange Group                           Eircom
                                                                                                                                              A great panel of speakers
                                                                                                                                              and an outstanding
Pre-conference workshop – Monday 21st May 2012                      Post-conference workshop – Thursday 24th May 2012                         networking event. The
Establishing how to develop highly personalised and                 Discovering practical strategies and frameworks for                conference had the right level of
profitable loyalty programmes for your customer base                radically improving your customer loyalty and retention            speakers and the agenda was
                                                                                                                                       well thought out.”
                                                                                                                                       Olivier Mourrieras, Head of Customer
Sponsors                              Media Partners                                                                                   Insight & Advocacy, Orange Business
                                                                                                                                       Services (at Maximising Customer Loyalty
                                                                                                                                       & Profitability 2011)


                                Register now @ www.loyaltyandprofitability.com
At a time of declining revenue and increasing competition,                                             TOP 5 REASONS TO ATTEND MAxIMISING
customer loyalty and profitability have become critical to                                             CUSTOMER LOyALTy & PROfITABILITy:
the survival of all operators.                                                                          Learn from a world-class panel of CMOs, VPs and Directors
Do you need to learn how to maximise the profitability of your customer loyalty initiatives             presenting leading case studies on how to drive customer loyalty
at a time when senior management are scrutinising the impact of your investments?                       and revenue
Do you want to discover how to increase ARPU without risking churn at a time when customers             Benefit from over 10 hours of interactive learning and networking
are less willing to spend and more willing than ever to change service providers?
                                                                                                        opportunities with senior-level experts – more than any other event
Telecoms IQ’s 2nd Maximising Customer Loyalty & Profitability conference is the only event              on this topic!
in the market that addresses these key questions: how do I drive customer loyalty and ARPU
and – crucially – how do I do this profitably?                                                          Take advantage of the only event to combine loyalty and
With access to operator-led case studies led by CMOs, VPs and Directors, you will find                  profitability enabling you to maximise the impact of your customer
the inspiration you need to drive tangible results from your customer loyalty and value                 loyalty investments
management strategies.
                                                                                                        Discover how to develop personalised and profitable loyalty
Plus, take advantage of over 10 hours of interactive learning and networking opportunities              programmes – both fixed and mobile – and demonstrate their
– more than any other event on this topic! This is a unique opportunity to challenge your thinking
and brainstorm solutions with leading experts in the field.                                             impact to senior management
come and network with a world-class panel of experts, including:                                        Establish how to increase the value of your customers through
Tim Alexander, Vice President of Brand Management, Telefónica O2 Germany                                attractive offers and propositions, whilst ensuring profitability
Alain Glickman, Director of Customer Insight, Orange Group                          SAVE UP TO          and minimising churn

                                                                                €800!
Paolo Menghini, Head of Retention, Telecom Italia
Samo Ošina, Chief Marketing Officer, Telekom Slovenije
Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile
                                                                                 BOOK AND
Hugo Suidman, Marketing Director, KPN Mobile                                                   P
                                                                                   24TH FEBRUAY BY
Anthony O'Neill, Director of Insight & Analytics, Eircom
Patrick Bodinoli, Head of Retention, UPC Cablecom                                        2012!
                                                                                                 ARY   CASE STUDIES NOT TO BE MISSED:
You will gain insight from detailed case studies addressing your key questions:                         Discover how Telefónica O2 have made the journey to becoming
How do I develop personalised and profitable customer loyalty programmes?                               a number 1 brand beloved by customers
How do I manage the cultural transition to becoming customer-centric in order                           Understand how Telecom Italia have successfully managed the
to increase customer loyalty?
How do I attract and reward high-value customers?                                                       cultural change to becoming customer-centric in order to transform
How do I effectively engage with my customers and stimulate brand loyalty?                              customer loyalty
How do I leverage my customer data to increase arpU and reduce churn?                                   Determine how KPN Mobile are effectively managing the challenge of
Secure your place today and you will bring back to your organisation solutions that                     investing in the customer relationship whilst retaining customer value
will make a lasting impact on your customer revenue and retention rates!
                                                                                                        Establish how Orange Group are simplifying how to calculate and
to book, simply:
Email: telecoms@iqpc.co.uk                                                                              maximise the impact of their customers’ expected lifetime value
Book online: www.loyaltyandprofitability.com                                                            Learn how Eircom are proactively retaining their customers and
Telephone: +44 (0) 20 7368 9737                                                                         reducing the cost of churn intervention
I look forward to seeing you in May!
Best regards,                                          P.S. Visit the ev
                                                                        en
                                                         free videos and t download centre for your
                                                                          podc
                                                            customer loyalty asts on maximising
                                                                                                             “The conference was nice and interactive! It was very
                                                             w w w.loyaltyand and profitability!             insightful and had a well-structured and good agenda”
Julie Coates                                                                 profitability.com
                                                                                                             Vincent Battem, Senior Market Manager, UPC Netherlands
Conference Producer                                                                                          (at Maximising Customer Loyalty & Profitability 2011)
Maximising Customer Loyalty & Profitability


                       Register now @ www.loyaltyandprofitability.com
CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012
                                                                                   08:30       Registration and coffee
                                                                                   08:55       welcome address
                                                                                               Julie Coates, Conference Producer, Telecoms IQ
PRE-CONfERENCE wORKSHOP                                                            09:00       Opening remarks from the Chair followed by a speed
MONDAy 21ST MAy 2012                                                                           networking session
registration and coffee will begin at 09:30.                                       09:20       PANEL DISCUSSION:
the workshop will take place between 10:00 and 16:00 with appropriate             INTERATIVE   what is customer loyalty?
breaks for lunch and refreshments.                                                SESSION      Customer loyalty is the Holy Grail for all operators but few can agree on how
                                                                                               to define it. This panel discussion offers an opportunity to benchmark with your
Establishing how to develop highly personalised and                                            peers and exchange ideas on what loyalty means, how to identify it and, crucially,
profitable loyalty programmes for your customer base                                           how to stimulate it within your customer base.
How do you develop attractive loyalty programmes driven by an understanding                    Questions for debate will include:
of what your customers really want? How do you deliver those programmes                          How do you define customer loyalty?
cost-effectively and demonstrate an ROI to your senior management?                               What makes a customer loyal?
Whether you are a fixed or mobile operator, attending this hands-on session                      How can you identify a loyal customer?
will enable you to take away practical ideas and methods to maximise the                         How can you stimulate customer loyalty?
performance of your loyalty programmes.                                                          What is the relationship between loyalty and profitability and how
                                                                                                 can it be strengthened?
The interactive workshop will uncover:
                                                                                               Panellists include:
  How to secure investment and commitment from your senior management                          Hugo Suidman, Marketing Director, KPN Mobile
  for your loyalty programme                                                                   Anthony O’Neill, Director of Insight & Analytics, Eircom
  How to engage your customers and leverage your data to develop a personalised                Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile
  loyalty programme based on customer preferences
  How to establish and manage strategic partnerships to deliver rewards for        10:10       Examining how to develop and deliver effective customer
  your loyalty programme and ensure a “win-win” for all parties                                retention and loyalty strategies: UPC Cablecom’s perspective
  How to communicate your loyalty programmes to your customers to drive           CASE          Scrutinising the key elements of retention and loyalty in highly
                                                                                  STUDY
  take-up                                                                                       commoditised markets
  How to keep costs down when delivering your loyalty programme and how                         Examining how to select and leverage the most effective set of retention
  to measure and maximise your ROI                                                              and loyalty tools
For updates on the workshop leader, please visit:                                               Technology versus staff motivation: Understanding how to manage
www.loyaltyandprofitability.com                                                                 these key aspects when delivering your loyalty and retention strategies
                                                                                                Exploring UPC Cablecom’s outlook for the future
                                                                                               Patrick Bodinoli, Head of Retention, UPC Cablecom




                     Register now @ www.loyaltyandprofitability.com
CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012
 10:50       Morning refreshments                                                                13:15   Lunch

 11:20       DEBATE:                                                                             14:15   Understanding how to utilise mobile media and customer insight
             Are customer loyalty programmes worthwhile?                                                 to improve loyalty and profitability
INTERATIVE
SESSION
                                                                                                 CASE      Determining how to establish a true opt-in base in order to have a
             With operators making costly investments in customer loyalty programmes but         STUDY
             many reporting varying degrees of success, this debate will offer an opportunity              dialogue with your customers
             to analyse both sides of the argument. The motion for this debate will be                     Establishing the elements of a successful mobile media strategy
             “Are customer loyalty programmes worthwhile?”. One speaker will argue for                     Understanding which analysis and visualisation methods there are available
             the motion and one speaker will argue against, after which there will be an                   to draw conclusions and insight out of customer data
             opportunity for discussion before taking a vote to determine your verdict.                    Learning how to utilise your customer insight to develop the
             Arguing for the motion:                                                                       customer experience
             Ellie Kirk, Head of Loyalty and Retention, Orange Group                                       Determining how to maximize the impact of your mobile media strategy
             Arguing against the motion:                                                                 Juha Meronen, Head of Analytics and Insight, Blyk
             Hugo Suidman, Marketing Director, KPN Mobile
                                                                                                 14:55Determining how to adopt a multi-channel approach to enhance
 12:10       Examining how to develop and deliver a differentiated loyalty                       CASE the effectiveness of your customer retention
                                                                                                          Establishing how to manage the retention process for competing point
             programme for your customers                                                        STUDY
               Determining how to create a compelling business case for your loyalty                      of sale and telesales channels
               programme in order to secure buy-in and investment from senior management                  Turning competition into co-operation: Learning from the save desk
               Understanding how to determine what your customers want in order to                        and point of sale case study
               select the most appropriate rewards for your loyalty programme:                            Understanding how to leverage multiple channels to improve your
               - Focus groups                                                                             customer contact rates
               - Customer surveys                                                                        Robert Sambierski, Director of Loyalty & Retention, Telekomunikacja Polska
               - Customer interviews
               Determining how to leverage micro-segmentation to ensure you are                  15:35   Determining how to invest in the customer relationship
                                                                                                         whilst retaining customer value
               targeting the right people for your loyalty programme                             CASE     Scrutinising how to manage the challenge of attracting and rewarding
               Examining key strategies to lower the cost of delivering your loyalty             STUDY
               programme in order to maximise your ROI:                                                   high-value customers in a market suffering from declining value
               - Effectively managing the time and resource required                                      Determining how to develop profitable incentives that will increase
               Examining how to establish whether the customers who take up your                          service usage
               loyalty programme would have been loyal regardless of the programme                        Understanding how to maintain the value of your customers at a time
             for speaker updates, please visit: www.loyaltyandprofitability.com                           of disruptive and changing consumer behaviour
                                                                                                          Determining how to develop cross-sell and up-sell campaigns that will
 12:40       ExTENDED QUESTION & ANSwER SESSION:                                                          lock your customers into your network
             How can you measure and increase the impact of your loyalty programme?                      Hugo Suidman, Marketing Director, KPN Mobile
INTERATIVE
SESSION      Take advantage of this session to probe the question most critical to the success
             of your loyalty programme: how can you measure loyalty? The presenter will
             spend 15 minutes sharing their case study before opening up a brainstorming
             session to identify and evaluate the key loyalty metrics.
             Ellie Kirk, Head of Loyalty and Retention, Orange Group



                            Secure your place now, call: +44 (0) 20 7368 9737
CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012                                                    CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 2012
 16:15       Afternoon refreshments                                                            08:30       Registration and coffee
     Establishing how to calculate and maximise the impact of
 16:45                                                                                         09:00       Opening remarks by the Chair
CASE your customers’ expected lifetime value
               Evaluating the pros and cons of using different methodologies for                    Determining how to use customer segmentation to more
 STUDY                                                                                         09:10
               calculating the expected lifetime value of your customers                            effectively target your customers with personalised retention
               Establishing how to calculate expected lifetime in a simple but coherent way
                                                                                              CASE and cross-sell campaigns
                                                                                              STUDY
               Determining how to use the expected lifetime value metric and                                 Determining how to establish clear objectives for your campaign in
               method to support both the operational and strategic marketing teams                          order to define the most relevant segmentation criteria to use
               Discussing a range of advanced thinking around evolving models                                Establishing how to collect the data for your campaign and ensure it
               and applications of expected lifetime value                                                   is the most appropriate data to meet your objectives
             Alain Glickman, Director of Customer Insights, Orange Group                                     Understanding how to use your segmentation results to develop highly
                                                                                                             relevant retention and cross-sell campaigns in order to maximise your ROI
 17:25       PANEL DISCUSSION:                                                                               Determining how to leverage automated trigger-based marketing campaigns to
INTERATIVE
             How can I leverage my customer data to increase ARPU and                                        target your customers with personalised offers at key points in their lifecycle
SESSION      reduce churn?                                                                                 Jelena Stojanovic, Marketing & Sales Director, Telekom Srbija
               What is the most relevant data to use when looking at customer loyalty
               and profitability?                                                              09:50Establishing how Virgin Media are using segmentation and
               How can I use my customer data to gain a deeper understanding of                     profitability profiling to develop loyalty strategies for their
               their behaviour and preferences?                                               CASE PAyG customers
                                                                                              STUDY
               How can I manage the volume of customer data required to ensure                              Establishing how Virgin Mobile are developing an investment matrix to assess
               the success of any campaigns?                                                                the distribution and impact of current PAYG retention and loyalty budgets
               How can I leverage my customer insight to develop highly relevant                            Determining how to use segmentation to develop short term and long
               and personalised retention and cross-sell campaigns?                                         term propositions to improve customer loyalty
               How can I ensure my data is up-to-date in order to deliver timely campaigns?                 Scrutinising the key focus areas and initiatives for managing
             Panellists include:                                                                            PAYG profitability
             Alain Glickman, Director of Customer Insights, Orange Group                                   Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile
             for panellist updates, please visit: www.loyaltyandprofitability.com
                                                                                               10:30       ROUNDTABLE DISCUSSION SESSION:
 18:10       Closing remarks from the Chair                                                   INTERATIVE   How do you accurately establish and maximise the value and
                                                                                              SESSION      profitability of your customers?
 18:20       End of conference day one                                                                     Delegates will have the opportunity to participate in two out of three discussion
                                                                                                           sessions. At the end of each session, the facilitator for each group will
                                                                                                           summarise the key findings before opening up the discussion to the floor.
                                                                                                           Topic 1: How do you define and measure the value of your customers?
                    DON’T fORGET TO SIGN UP fOR THE                                                        Topic 2: How do you identify unprofitable customers and how do you
                     wORKSHOPS wHEN REGISTERING                                                            make them profitable?
                                                                                                           Topic 3: How do you reduce the cost to serve your customers in order
                          fOR THE CONfERENCE                                                               to maximise profitability?




                           Secure your place now, call: +44 (0) 20 7368 9737
CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 2012
11:10   Morning refreshments                                                         13:50       Understanding how to manage the culture change to becoming a
                                                                                                 customer-centric organisation in order to improve customer loyalty
11:40   Examining how to develop and leverage a churn prediction                    CASE          Determining how to involve the whole organisation in a culture
                                                                                    STUDY
        model in order to proactively prevent churn                                               transformation programme and ensure that your employees understand
          Establishing how to identify the behaviour that indicates that a                        their role in improving customer satisfaction and loyalty:
          customer is likely to churn:                                                            - Organisation-wide training
          - Dropped calls                                                                         - Internal communications campaigns
          - Declining service usage                                                               Establishing how to overcome resistance to change
          - Low NPS                                                                               Understanding how to improve communication between teams when
          - Calls to a competitor or visits to their website                                      launching new products in order to minimise the impact on churn and
          Establishing how to analyse your churn prediction data in order to                      product cannibalisation
          understand when a customer is likely to churn                                          Paolo Menghini, Head of Retention, Telecom Italia
          Determining how to act on the results of your churn prediction analysis
          in time to reduce churn:                                                       Establishing how customer experience transformation increases
                                                                                     14:30
          - Examining how to develop attractive “win-back” offers for customers
                                                                                    CASE customer loyalty: from detractors to promoters
            with a high propensity to churn                                         STUDY Cristina Zanchi, Chief Customer Loyalty Officer, Mobistar
          Understanding how to establish when it is more profitable to let a                     for more information about this session, please visit:
          customer churn                                                                         www.loyaltyandprofitability.com
        for speaker updates, please visit: www.loyaltyandprofitability.com
                                                                                     15:10       ROUNDTABLE DISCUSSION:
12:10   Establishing the journey to becoming a number 1 beloved brand:              INTERATIVE   How can you deliver an optimal customer experience and
        “O2 can do”                                                                 SESSION      use it to drive customer loyalty?
CASE      Examining why the future of brands is a fight for your customers’ love                 Delegates will have the opportunity to participate in two out of
STUDY
          beyond reasons                                                                         three discussion sessions. At the end of each session, the facilitator
          Establishing the path to becoming a beloved brand by first and foremost                for each group will summarise the key findings before opening up the
          standing for something in the market that people really care about                     discussion to the floor.
          Exploring what people really care about in their customer experiences:                 Topic 1: How can you organise a CEM programme and engage your
          - Emotions                                                                             employees to deliver a good customer experience?
          - Feelings                                                                             Topic 2: How can you manage your customers’ expectations in order
          - Stories                                                                              to ensure a good customer experience?
        Tim Alexander, Vice President of Brand Management, Telefónica                            Topic 3: How can you drive the relationship between the customer
        O2 Germany                                                                               experience and customer loyalty?

12:50   Lunch                                                                        16:10       Afternoon refreshments




                          To book your place, email: telecoms@iqpc.co.uk
CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 2012
16:40Establishing how to practice proactive customer retention and
CASE reduce the cost of your churn intervention
         Determining how to achieve the shift from reactive retention to
STUDY
         proactive retention                                                               POST-CONfERENCE wORKSHOP
         Establishing how to reduce the cost of “false positives” before identifying
         a real churner when using propensity modelling                                    THURSDAy 24TH MAy 2012
         Scrutinising the methods of further qualifying a person at high risk of churn:    registration and coffee will begin at 09:30.
         - Using unstructured data                                                         the workshop will take place between 10:00 and 16:00 with appropriate
         - Asking customers directly and using NPS and other predictors of churn           breaks for lunch and refreshments.
           – can these be industrialised?
         - Generalising from intermediate variables                                        Discovering practical strategies and frameworks for radically
         - Examining other high hit triggers such as transactional journey analytics       improving your customer loyalty and retention
           and billing enquiry                                                             In this practical workshop, you will learn about the principles of customer retention
         - Looking at community risk                                                       from best practice operator case studies, and discover a proven framework to
        Anthony O’Neill, Director of Insight & Analytics, Eircom                           prevent and manage churn, and achieve long-term profitable customer loyalty.
17:20   Understanding how to effectively engage with your customers                        This hands-on, interactive masterclass will cover:
        and stimulate brand loyalty                                                          Scrutinising the retention cycle: Starting before acquisition and ending after churn.
CASE     Determining which channel your customers want you to use to engage                  - It never ends: Examining closed-loop retention management
STUDY
         with them:                                                                          The OEN framework: Establishing the mechanisms of operational, emotional and
         - SMS                                                                               network-based customer engagement as a tool for consistent management of the
         - Facebook                                                                          retention cycle
         - Email
         - Post                                                                              Loyalty programmes: Do they work? Understanding what to expect and how to get
         - Twitter                                                                           the most out of them
         Establishing how to utilise social media to manage your brand reputation            Understanding the social dimension: Social CRM, social communication and
         and stimulate customer advocacy                                                     service channels, and social business models from a retention and loyalty
         Learning how to adapt the language and tone of your communications to               perspective
         increase your engagement with different customer groups:
                                                                                           Led by: Vladimir Dimitroff, Senior Executive & Management Consultant,
         - Youth segment
                                                                                           Prism Consulting
         - Business and high value segment
        Samo Ošina, Chief Marketing Officer, Telekom Slovenije                             Internationally recognised as a leading expert in customer strategy and customer
                                                                                           management, Vladimir Dimitroff has worked with over 20 operators in Europe,
18:00   Closing remarks from the Chair                                                     CIS and the Middle East. Many of these operators have become market leaders and
                                                                                           won prestigious awards. Vladimir is a co-founding member of the CRM Institute and
18:10   End of conference                                                                  the Russian CRM Association, and a member of the ‘Mobile Future’ expert panel at
                                                                                           Oxford University.
            COPYRIGHT Telecoms IQ 2012, Due to unforeseen circumstance the programme may
                 change and IQPC reserves the right to alter the venue and/or speakers




                            To book your place, email: telecoms@iqpc.co.uk
reasons you should sponsor Maximising customer Loyalty & profitability to improve your business:
    Generate new qualified leads - Access motivated, authorised buyers at the point where they are making purchasing decisions to further their strategies
    Demonstrate thought leadership - Take centre stage in front of a captive and targeted audience and demonstrate your expertise and market knowledge
    Network with key decision makers and influencers - Gain face to face meetings with existing and potential clients
    Position your company brand front of mind - Be the name that all operators think of when selecting vendors
    Stand out from vendor delegates - Stand out on an elevated platform with a heightened presence. Be seen as 'front of mind'.
    Be the 'go to' first company through maximum recognition at the event.
    Gain competitive advantage - Have direct influence on selection criteria

              "We've had some great discussion with operators that we haven’t spoken to before about some great initiatives as well
              as making some great introductions on the global operator base that you’ve had here." MDS, Chief Marketing Officer

   For more information on sponsorship opportunities                                 “It’s been a great event, it’s always a good size event for us which 
   please contact: Mark Lee, project Manager, telecoms iQ                               is a good chance for you to network, to meet a lot of people.”
   t: +44 (0) 20 7368 9434 e: sponsor@iqpc.co.uk                                               Alcatel-Lucent, Director Solutions Marketing



                       Sponsors                              Media Partners




yOU wILL MEET AND NETwORK wITH:                                                SHARE yOUR IDEAS
CXOs, VPs, Directors, Departmental Heads, Managers and Experts of:
                                                                                                        Follow us on Twitter @Telecomsforum
 Loyalty                           Western europe 30%
 Retention                         eastern europe 50%
 Marketing                         Scandinavia 5%                                                       Join our Linkedin group “Telecoms Networking forum”
 Customer Base Management
 Customer Value Management         Middle east 15%
                                                                                                        For more information on the conference programme
 Customer Insights & Advocacy                                                                           and speaking opportunities, contact:
 Churn Management
 Customer Experience                                                                                    Julie Coates, Conference Producer, Telecoms IQ
 Brand                                                                                                  +44 (0) 20 7368 9769 Email: julie.coates@iqpc.co.uk
 Customer Service



                        Register now @ www.loyaltyandprofitability.com
Maximising Customer Loyalty & Profitability                                                                                           5 wAyS TO REGISTER
            PRE-CONfERENCE wORKSHOP – 21ST MAy 2012
            Establishing how to develop highly personalised and profitable loyalty programmes for your customer base                              TELEPHONE:                         fAx:                                  POST:                                      EMAIL:
            CONfERENCE PROGRAMME – 22ND - 23RD MAy 2012                                                                                           +44(0) 20 7368 9737                +44 (0)20 7368 9301                   yOUR BOOKiNG FORM TO                       TELECOMS@iQPC.CO.UK
            POST-CONfERENCE wORKSHOP – 24TH MAy 2012
                                                                                                                                                                                                                           iQPC, 129 WiLTON ROAD,
            Discovering practical strategies and frameworks for radically improving your customer loyalty and retention                           wEB:                                                                     ViCTORiA, LONDON,
                                                                                                                                                  WWW.LOyALTyANDPROFiTABiLiTy.COM                                          SW1V 1JZ
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Maximising Customer Loyalty & Profitability

  • 1. Hear innovative case at 75 studies addressing your te op an Maximising Customer nd key challenges: er ce at in or 2 % Determine how to stimulate service usage and increase the ARPU of your customers despite 01 Loyalty & Profitability declining customer spend 1! Understand how to effectively engage with your customers and stimulate brand loyalty Learn how to develop targeted and profitable loyalty programmes Learn how to develop profitable customer loyalty programmes for your customers whether you are a fixed or mobile operator and establish strategies to increase the value of your customers Establish how to manage a whilst significantly reducing churn SAVE UP TO customer experience 21st-24th May 2012, Radisson Blu Hotel, Berlin, Germany €800! BOOK AND transformation programme and use it to drive customer loyalty 24TH FE PAY BY BRUARY Benefit from the only event in the 2012! Innovative case studies from CMOs, VPs and Directors: market dedicated to helping you improve both customer loyalty Tim Alexander Darren Ball Robert Sambierski and profitability Vice President of Brand Management Head of PAYG Retention & Loyalty Director of Loyalty & Retention Telefónica O2 Germany Virgin Mobile Telekomunikacja Polska “Putting the customer at Hugo Suidman Paolo Menghini Cristina Zanchi the centre of the company Marketing Director Head of Retention Chief Customer Loyalty Officer risks becoming just a good KPN Mobile Telecom Italia Mobistar (awaiting final confirmation) slogan. This event will offer real and effective examples of companies Ellie Kirk Patrick Bodinoli Jelena Stojanovic Head of Loyalty & Retention Head of Retention Marketing & Sales Director who have increased customer Orange Group UPC Cablecom Telekom Srbija loyalty by becoming a customer centric organisation” Samo Ošina Alain Glickman Anthony O’Neill Paolo Menghini, Head of Retention, Chief Marketing Officer Director of Customer Insights Director of Insight & Analytics Telecom Italia Telekom Slovenije Orange Group Eircom A great panel of speakers and an outstanding Pre-conference workshop – Monday 21st May 2012 Post-conference workshop – Thursday 24th May 2012 networking event. The Establishing how to develop highly personalised and Discovering practical strategies and frameworks for conference had the right level of profitable loyalty programmes for your customer base radically improving your customer loyalty and retention speakers and the agenda was well thought out.” Olivier Mourrieras, Head of Customer Sponsors Media Partners Insight & Advocacy, Orange Business Services (at Maximising Customer Loyalty & Profitability 2011) Register now @ www.loyaltyandprofitability.com
  • 2. At a time of declining revenue and increasing competition, TOP 5 REASONS TO ATTEND MAxIMISING customer loyalty and profitability have become critical to CUSTOMER LOyALTy & PROfITABILITy: the survival of all operators. Learn from a world-class panel of CMOs, VPs and Directors Do you need to learn how to maximise the profitability of your customer loyalty initiatives presenting leading case studies on how to drive customer loyalty at a time when senior management are scrutinising the impact of your investments? and revenue Do you want to discover how to increase ARPU without risking churn at a time when customers Benefit from over 10 hours of interactive learning and networking are less willing to spend and more willing than ever to change service providers? opportunities with senior-level experts – more than any other event Telecoms IQ’s 2nd Maximising Customer Loyalty & Profitability conference is the only event on this topic! in the market that addresses these key questions: how do I drive customer loyalty and ARPU and – crucially – how do I do this profitably? Take advantage of the only event to combine loyalty and With access to operator-led case studies led by CMOs, VPs and Directors, you will find profitability enabling you to maximise the impact of your customer the inspiration you need to drive tangible results from your customer loyalty and value loyalty investments management strategies. Discover how to develop personalised and profitable loyalty Plus, take advantage of over 10 hours of interactive learning and networking opportunities programmes – both fixed and mobile – and demonstrate their – more than any other event on this topic! This is a unique opportunity to challenge your thinking and brainstorm solutions with leading experts in the field. impact to senior management come and network with a world-class panel of experts, including: Establish how to increase the value of your customers through Tim Alexander, Vice President of Brand Management, Telefónica O2 Germany attractive offers and propositions, whilst ensuring profitability Alain Glickman, Director of Customer Insight, Orange Group SAVE UP TO and minimising churn €800! Paolo Menghini, Head of Retention, Telecom Italia Samo Ošina, Chief Marketing Officer, Telekom Slovenije Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile BOOK AND Hugo Suidman, Marketing Director, KPN Mobile P 24TH FEBRUAY BY Anthony O'Neill, Director of Insight & Analytics, Eircom Patrick Bodinoli, Head of Retention, UPC Cablecom 2012! ARY CASE STUDIES NOT TO BE MISSED: You will gain insight from detailed case studies addressing your key questions: Discover how Telefónica O2 have made the journey to becoming How do I develop personalised and profitable customer loyalty programmes? a number 1 brand beloved by customers How do I manage the cultural transition to becoming customer-centric in order Understand how Telecom Italia have successfully managed the to increase customer loyalty? How do I attract and reward high-value customers? cultural change to becoming customer-centric in order to transform How do I effectively engage with my customers and stimulate brand loyalty? customer loyalty How do I leverage my customer data to increase arpU and reduce churn? Determine how KPN Mobile are effectively managing the challenge of Secure your place today and you will bring back to your organisation solutions that investing in the customer relationship whilst retaining customer value will make a lasting impact on your customer revenue and retention rates! Establish how Orange Group are simplifying how to calculate and to book, simply: Email: telecoms@iqpc.co.uk maximise the impact of their customers’ expected lifetime value Book online: www.loyaltyandprofitability.com Learn how Eircom are proactively retaining their customers and Telephone: +44 (0) 20 7368 9737 reducing the cost of churn intervention I look forward to seeing you in May! Best regards, P.S. Visit the ev en free videos and t download centre for your podc customer loyalty asts on maximising “The conference was nice and interactive! It was very w w w.loyaltyand and profitability! insightful and had a well-structured and good agenda” Julie Coates profitability.com Vincent Battem, Senior Market Manager, UPC Netherlands Conference Producer (at Maximising Customer Loyalty & Profitability 2011) Maximising Customer Loyalty & Profitability Register now @ www.loyaltyandprofitability.com
  • 3. CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012 08:30 Registration and coffee 08:55 welcome address Julie Coates, Conference Producer, Telecoms IQ PRE-CONfERENCE wORKSHOP 09:00 Opening remarks from the Chair followed by a speed MONDAy 21ST MAy 2012 networking session registration and coffee will begin at 09:30. 09:20 PANEL DISCUSSION: the workshop will take place between 10:00 and 16:00 with appropriate INTERATIVE what is customer loyalty? breaks for lunch and refreshments. SESSION Customer loyalty is the Holy Grail for all operators but few can agree on how to define it. This panel discussion offers an opportunity to benchmark with your Establishing how to develop highly personalised and peers and exchange ideas on what loyalty means, how to identify it and, crucially, profitable loyalty programmes for your customer base how to stimulate it within your customer base. How do you develop attractive loyalty programmes driven by an understanding Questions for debate will include: of what your customers really want? How do you deliver those programmes How do you define customer loyalty? cost-effectively and demonstrate an ROI to your senior management? What makes a customer loyal? Whether you are a fixed or mobile operator, attending this hands-on session How can you identify a loyal customer? will enable you to take away practical ideas and methods to maximise the How can you stimulate customer loyalty? performance of your loyalty programmes. What is the relationship between loyalty and profitability and how can it be strengthened? The interactive workshop will uncover: Panellists include: How to secure investment and commitment from your senior management Hugo Suidman, Marketing Director, KPN Mobile for your loyalty programme Anthony O’Neill, Director of Insight & Analytics, Eircom How to engage your customers and leverage your data to develop a personalised Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile loyalty programme based on customer preferences How to establish and manage strategic partnerships to deliver rewards for 10:10 Examining how to develop and deliver effective customer your loyalty programme and ensure a “win-win” for all parties retention and loyalty strategies: UPC Cablecom’s perspective How to communicate your loyalty programmes to your customers to drive CASE Scrutinising the key elements of retention and loyalty in highly STUDY take-up commoditised markets How to keep costs down when delivering your loyalty programme and how Examining how to select and leverage the most effective set of retention to measure and maximise your ROI and loyalty tools For updates on the workshop leader, please visit: Technology versus staff motivation: Understanding how to manage www.loyaltyandprofitability.com these key aspects when delivering your loyalty and retention strategies Exploring UPC Cablecom’s outlook for the future Patrick Bodinoli, Head of Retention, UPC Cablecom Register now @ www.loyaltyandprofitability.com
  • 4. CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012 10:50 Morning refreshments 13:15 Lunch 11:20 DEBATE: 14:15 Understanding how to utilise mobile media and customer insight Are customer loyalty programmes worthwhile? to improve loyalty and profitability INTERATIVE SESSION CASE Determining how to establish a true opt-in base in order to have a With operators making costly investments in customer loyalty programmes but STUDY many reporting varying degrees of success, this debate will offer an opportunity dialogue with your customers to analyse both sides of the argument. The motion for this debate will be Establishing the elements of a successful mobile media strategy “Are customer loyalty programmes worthwhile?”. One speaker will argue for Understanding which analysis and visualisation methods there are available the motion and one speaker will argue against, after which there will be an to draw conclusions and insight out of customer data opportunity for discussion before taking a vote to determine your verdict. Learning how to utilise your customer insight to develop the Arguing for the motion: customer experience Ellie Kirk, Head of Loyalty and Retention, Orange Group Determining how to maximize the impact of your mobile media strategy Arguing against the motion: Juha Meronen, Head of Analytics and Insight, Blyk Hugo Suidman, Marketing Director, KPN Mobile 14:55Determining how to adopt a multi-channel approach to enhance 12:10 Examining how to develop and deliver a differentiated loyalty CASE the effectiveness of your customer retention Establishing how to manage the retention process for competing point programme for your customers STUDY Determining how to create a compelling business case for your loyalty of sale and telesales channels programme in order to secure buy-in and investment from senior management Turning competition into co-operation: Learning from the save desk Understanding how to determine what your customers want in order to and point of sale case study select the most appropriate rewards for your loyalty programme: Understanding how to leverage multiple channels to improve your - Focus groups customer contact rates - Customer surveys Robert Sambierski, Director of Loyalty & Retention, Telekomunikacja Polska - Customer interviews Determining how to leverage micro-segmentation to ensure you are 15:35 Determining how to invest in the customer relationship whilst retaining customer value targeting the right people for your loyalty programme CASE Scrutinising how to manage the challenge of attracting and rewarding Examining key strategies to lower the cost of delivering your loyalty STUDY programme in order to maximise your ROI: high-value customers in a market suffering from declining value - Effectively managing the time and resource required Determining how to develop profitable incentives that will increase Examining how to establish whether the customers who take up your service usage loyalty programme would have been loyal regardless of the programme Understanding how to maintain the value of your customers at a time for speaker updates, please visit: www.loyaltyandprofitability.com of disruptive and changing consumer behaviour Determining how to develop cross-sell and up-sell campaigns that will 12:40 ExTENDED QUESTION & ANSwER SESSION: lock your customers into your network How can you measure and increase the impact of your loyalty programme? Hugo Suidman, Marketing Director, KPN Mobile INTERATIVE SESSION Take advantage of this session to probe the question most critical to the success of your loyalty programme: how can you measure loyalty? The presenter will spend 15 minutes sharing their case study before opening up a brainstorming session to identify and evaluate the key loyalty metrics. Ellie Kirk, Head of Loyalty and Retention, Orange Group Secure your place now, call: +44 (0) 20 7368 9737
  • 5. CONfERENCE DAy ONE – TUESDAy 22ND MAy 2012 CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 2012 16:15 Afternoon refreshments 08:30 Registration and coffee Establishing how to calculate and maximise the impact of 16:45 09:00 Opening remarks by the Chair CASE your customers’ expected lifetime value Evaluating the pros and cons of using different methodologies for Determining how to use customer segmentation to more STUDY 09:10 calculating the expected lifetime value of your customers effectively target your customers with personalised retention Establishing how to calculate expected lifetime in a simple but coherent way CASE and cross-sell campaigns STUDY Determining how to use the expected lifetime value metric and Determining how to establish clear objectives for your campaign in method to support both the operational and strategic marketing teams order to define the most relevant segmentation criteria to use Discussing a range of advanced thinking around evolving models Establishing how to collect the data for your campaign and ensure it and applications of expected lifetime value  is the most appropriate data to meet your objectives Alain Glickman, Director of Customer Insights, Orange Group Understanding how to use your segmentation results to develop highly relevant retention and cross-sell campaigns in order to maximise your ROI 17:25 PANEL DISCUSSION: Determining how to leverage automated trigger-based marketing campaigns to INTERATIVE How can I leverage my customer data to increase ARPU and target your customers with personalised offers at key points in their lifecycle SESSION reduce churn? Jelena Stojanovic, Marketing & Sales Director, Telekom Srbija What is the most relevant data to use when looking at customer loyalty and profitability? 09:50Establishing how Virgin Media are using segmentation and How can I use my customer data to gain a deeper understanding of profitability profiling to develop loyalty strategies for their their behaviour and preferences? CASE PAyG customers STUDY How can I manage the volume of customer data required to ensure Establishing how Virgin Mobile are developing an investment matrix to assess the success of any campaigns? the distribution and impact of current PAYG retention and loyalty budgets How can I leverage my customer insight to develop highly relevant Determining how to use segmentation to develop short term and long and personalised retention and cross-sell campaigns? term propositions to improve customer loyalty How can I ensure my data is up-to-date in order to deliver timely campaigns? Scrutinising the key focus areas and initiatives for managing Panellists include: PAYG profitability Alain Glickman, Director of Customer Insights, Orange Group Darren Ball, Head of PAYG Retention & Loyalty, Virgin Mobile for panellist updates, please visit: www.loyaltyandprofitability.com 10:30 ROUNDTABLE DISCUSSION SESSION: 18:10 Closing remarks from the Chair INTERATIVE How do you accurately establish and maximise the value and SESSION profitability of your customers? 18:20 End of conference day one Delegates will have the opportunity to participate in two out of three discussion sessions. At the end of each session, the facilitator for each group will summarise the key findings before opening up the discussion to the floor. Topic 1: How do you define and measure the value of your customers? DON’T fORGET TO SIGN UP fOR THE Topic 2: How do you identify unprofitable customers and how do you wORKSHOPS wHEN REGISTERING make them profitable? Topic 3: How do you reduce the cost to serve your customers in order fOR THE CONfERENCE to maximise profitability? Secure your place now, call: +44 (0) 20 7368 9737
  • 6. CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 2012 11:10 Morning refreshments 13:50 Understanding how to manage the culture change to becoming a customer-centric organisation in order to improve customer loyalty 11:40 Examining how to develop and leverage a churn prediction CASE Determining how to involve the whole organisation in a culture STUDY model in order to proactively prevent churn transformation programme and ensure that your employees understand Establishing how to identify the behaviour that indicates that a their role in improving customer satisfaction and loyalty: customer is likely to churn: - Organisation-wide training - Dropped calls - Internal communications campaigns - Declining service usage Establishing how to overcome resistance to change - Low NPS Understanding how to improve communication between teams when - Calls to a competitor or visits to their website launching new products in order to minimise the impact on churn and Establishing how to analyse your churn prediction data in order to product cannibalisation understand when a customer is likely to churn Paolo Menghini, Head of Retention, Telecom Italia Determining how to act on the results of your churn prediction analysis in time to reduce churn: Establishing how customer experience transformation increases 14:30 - Examining how to develop attractive “win-back” offers for customers CASE customer loyalty: from detractors to promoters with a high propensity to churn STUDY Cristina Zanchi, Chief Customer Loyalty Officer, Mobistar Understanding how to establish when it is more profitable to let a for more information about this session, please visit: customer churn www.loyaltyandprofitability.com for speaker updates, please visit: www.loyaltyandprofitability.com 15:10 ROUNDTABLE DISCUSSION: 12:10 Establishing the journey to becoming a number 1 beloved brand: INTERATIVE How can you deliver an optimal customer experience and “O2 can do” SESSION use it to drive customer loyalty? CASE Examining why the future of brands is a fight for your customers’ love Delegates will have the opportunity to participate in two out of STUDY beyond reasons three discussion sessions. At the end of each session, the facilitator Establishing the path to becoming a beloved brand by first and foremost for each group will summarise the key findings before opening up the standing for something in the market that people really care about discussion to the floor. Exploring what people really care about in their customer experiences: Topic 1: How can you organise a CEM programme and engage your - Emotions employees to deliver a good customer experience? - Feelings Topic 2: How can you manage your customers’ expectations in order - Stories to ensure a good customer experience? Tim Alexander, Vice President of Brand Management, Telefónica Topic 3: How can you drive the relationship between the customer O2 Germany experience and customer loyalty? 12:50 Lunch 16:10 Afternoon refreshments To book your place, email: telecoms@iqpc.co.uk
  • 7. CONfERENCE DAy TwO – WEDNESDAy 23RD MAy 2012 16:40Establishing how to practice proactive customer retention and CASE reduce the cost of your churn intervention Determining how to achieve the shift from reactive retention to STUDY proactive retention POST-CONfERENCE wORKSHOP Establishing how to reduce the cost of “false positives” before identifying a real churner when using propensity modelling THURSDAy 24TH MAy 2012 Scrutinising the methods of further qualifying a person at high risk of churn: registration and coffee will begin at 09:30. - Using unstructured data the workshop will take place between 10:00 and 16:00 with appropriate - Asking customers directly and using NPS and other predictors of churn breaks for lunch and refreshments. – can these be industrialised? - Generalising from intermediate variables Discovering practical strategies and frameworks for radically - Examining other high hit triggers such as transactional journey analytics improving your customer loyalty and retention and billing enquiry In this practical workshop, you will learn about the principles of customer retention - Looking at community risk from best practice operator case studies, and discover a proven framework to Anthony O’Neill, Director of Insight & Analytics, Eircom prevent and manage churn, and achieve long-term profitable customer loyalty. 17:20 Understanding how to effectively engage with your customers This hands-on, interactive masterclass will cover: and stimulate brand loyalty Scrutinising the retention cycle: Starting before acquisition and ending after churn. CASE Determining which channel your customers want you to use to engage - It never ends: Examining closed-loop retention management STUDY with them: The OEN framework: Establishing the mechanisms of operational, emotional and - SMS network-based customer engagement as a tool for consistent management of the - Facebook retention cycle - Email - Post Loyalty programmes: Do they work? Understanding what to expect and how to get - Twitter the most out of them Establishing how to utilise social media to manage your brand reputation Understanding the social dimension: Social CRM, social communication and and stimulate customer advocacy service channels, and social business models from a retention and loyalty Learning how to adapt the language and tone of your communications to perspective increase your engagement with different customer groups: Led by: Vladimir Dimitroff, Senior Executive & Management Consultant, - Youth segment Prism Consulting - Business and high value segment Samo Ošina, Chief Marketing Officer, Telekom Slovenije Internationally recognised as a leading expert in customer strategy and customer management, Vladimir Dimitroff has worked with over 20 operators in Europe, 18:00 Closing remarks from the Chair CIS and the Middle East. Many of these operators have become market leaders and won prestigious awards. Vladimir is a co-founding member of the CRM Institute and 18:10 End of conference the Russian CRM Association, and a member of the ‘Mobile Future’ expert panel at Oxford University. COPYRIGHT Telecoms IQ 2012, Due to unforeseen circumstance the programme may change and IQPC reserves the right to alter the venue and/or speakers To book your place, email: telecoms@iqpc.co.uk
  • 8. reasons you should sponsor Maximising customer Loyalty & profitability to improve your business: Generate new qualified leads - Access motivated, authorised buyers at the point where they are making purchasing decisions to further their strategies Demonstrate thought leadership - Take centre stage in front of a captive and targeted audience and demonstrate your expertise and market knowledge Network with key decision makers and influencers - Gain face to face meetings with existing and potential clients Position your company brand front of mind - Be the name that all operators think of when selecting vendors Stand out from vendor delegates - Stand out on an elevated platform with a heightened presence. Be seen as 'front of mind'. Be the 'go to' first company through maximum recognition at the event. Gain competitive advantage - Have direct influence on selection criteria "We've had some great discussion with operators that we haven’t spoken to before about some great initiatives as well as making some great introductions on the global operator base that you’ve had here." MDS, Chief Marketing Officer For more information on sponsorship opportunities “It’s been a great event, it’s always a good size event for us which  please contact: Mark Lee, project Manager, telecoms iQ is a good chance for you to network, to meet a lot of people.” t: +44 (0) 20 7368 9434 e: sponsor@iqpc.co.uk Alcatel-Lucent, Director Solutions Marketing Sponsors Media Partners yOU wILL MEET AND NETwORK wITH: SHARE yOUR IDEAS CXOs, VPs, Directors, Departmental Heads, Managers and Experts of: Follow us on Twitter @Telecomsforum Loyalty Western europe 30% Retention eastern europe 50% Marketing Scandinavia 5% Join our Linkedin group “Telecoms Networking forum” Customer Base Management Customer Value Management Middle east 15% For more information on the conference programme Customer Insights & Advocacy and speaking opportunities, contact: Churn Management Customer Experience Julie Coates, Conference Producer, Telecoms IQ Brand +44 (0) 20 7368 9769 Email: julie.coates@iqpc.co.uk Customer Service Register now @ www.loyaltyandprofitability.com
  • 9. Maximising Customer Loyalty & Profitability 5 wAyS TO REGISTER PRE-CONfERENCE wORKSHOP – 21ST MAy 2012 Establishing how to develop highly personalised and profitable loyalty programmes for your customer base TELEPHONE: fAx: POST: EMAIL: CONfERENCE PROGRAMME – 22ND - 23RD MAy 2012 +44(0) 20 7368 9737 +44 (0)20 7368 9301 yOUR BOOKiNG FORM TO TELECOMS@iQPC.CO.UK POST-CONfERENCE wORKSHOP – 24TH MAy 2012 iQPC, 129 WiLTON ROAD, Discovering practical strategies and frameworks for radically improving your customer loyalty and retention wEB: ViCTORiA, LONDON, WWW.LOyALTyANDPROFiTABiLiTy.COM SW1V 1JZ To speed registration, please provide the priority code located on the mailing label or in the box below. My registration code PDFW Please contact our database manager on +44(0) 20 7368 9300 or database@iqpc.co.uk quoting the DELEGATE DETAILS - SiMPly coMPleTe ThiS forM and click SubMiT TEAM DISCoUNTS* Please photocopy for each additional delegate IQPC recognises the value of learning in teams. Groups registration code above to inform us of any changes or to remove your details. of 3 or more booking at the same time from the same Book and pay Book and pay Book and pay Mr Mrs Miss Ms Dr Other company receive a 10% discount, 5 or more receive DISCoUNTED before 24th before 30th before 11th Standard oPERAToR PRICES Price First Name a 15% discount, 7 receive a 20% discount. Only one February 2012* March 2012* May 2012* discount available per person. Full Access Pass Two-Day Conference 1 Save €400 Save €350 Save €150 €1,799 Family Name Job Title FREE oNLINE RESoURCES Pre-Conference Focus Day €1,399 + VaT €1,449 + VaT €1,649 + VaT + VaT Post-Conference Focus Day To claim a variety of articles, podcasts and other free Three Day Pass Tel No. resources please visit www.loyaltyandprofitability.com Two-Day Conference And 1 Save €300 Save €250 Save €100 €1,399 Pre-Conference Focus Day OR €1,099 + VaT €1,149 + VaT €1,299 + VaT + VaT Post-Conference Focus Day Email DIGITAL CoNFERENCE oN CD-RoM Two Day Conference Save €175 Save €125 Save €75 €949 Two Day Conference ONLY 1 €774 + VaT €824 + VaT €874 + VaT + VaT A digital version of the conference proceedings, including all Yes I would like to receive information about products and services via email presentations, is available to buy. 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