Customer strategy for all brands in the Netherlands. your customers. Book now to get the best rate at netherlands-customer

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1 Netherlands' Customer festival June 2014, Mövenpick, Amsterdam, Netherlands your customers Customer strategy for all brands in the Netherlands Book now to get the best rate at netherlands-customer Created by

2 Learn, Innovate, Partner, Promote The Netherlands Customer Festival is the premier business event for retailers, e-tailers, telecoms, pharmaceuticals, utilities, finance, airlines and travel companies. It brings together decision makers, influencers and end users from across the industry. Understand, engage and retain your customers. Find out what strategies, intelligence and tech you need to drive revenue from your Big Data. customer festival Create a seamless approach to the consumer experience across all channels. Make sense of the emerging payment market. For more information about the event, contact Beth Georgiou on +44 (0) or beth.georgiou@terrapinn.com

3 Your conference, your way Netherlands Customer Festival gives you the opportunity to tailor your participation and experience to your needs. Explore all aspects of the journey to becoming truly customer-centric through strategic keynote plenary sessions, parallel conference tracks, interactive roundtables and dedicated networking sessions. Book early to secure the best rate Hear from our keynote superstars and find out how the industry leaders deliver customer experiences that wow. Keynotes Join your peers around themed roundtables to debate and discuss the industry challenges that are facing your business. Shop around for the most innovative services and technologies. Roundtables Focus sessions exhibition partnering Join your peers around themed roundtables to debate and discuss the industry challenges that are facing your business. Use our Networking Manager and Total Customer App to arrange meetings in our partnering area

4 Day One Tuesday 10th June 8:00 9:00 9:20 Doors open, registration commences Chairman s welcome and opening remarks David Rosen, Head of Strategy, Analytics and Consumer Insights, TIBCO Software At table introductions (five minutes to introduce yourself to others at your table) 9:25 ebay Case Study: Optimising touch points, big data and multi-channel Opening keynote Joep Hutschemakers, Head of ecommerce and Media, ebay 9:45 Turning your customers into fans : Connecting with your social customers to enhance brand loyalty Keynote panel discussion: Moderator: David Rosen, Head of Strategy, Analytics and Consumer Insights, TIBCO Software Nanne Bos, Head of Global Branding, ING Bank Ard Bossema, Head of Shopper Marketing, Digital and ecommerce, Grolsch Karlijn Vogel-Meijer, Social Media Manager, KLM Ben Fricke, Commercial Director, EIPC (Subway) 10:15 Networking Break 11:30 Roundtable sessions The importance of loyalty at POS: How to use offers, discounts and a unique 1 experience in order to make payments enjoyable for the customer - hosted by TIBCO Software 2 The Future of Loyalty in the Netherlands: engaging customers with predictive analytics hosted by Actuate 3 Maximising your engagement at each touch point by ensuring brand consistency across all channels 4 Will the Dutch consumer adopt the mobile wallet and how should we prepare to manage mobile customers? 5 How can Digital Transformations by traditional bricks and mortar retail organisations increase revenue, improve customer service, drive Omni-channel approaches? hosted by Apigee 6 How to turn tweets and likes into buys 12:30 Networking Lunch Focus Sessions 14:00 Using geolocation to efficiently target your customers, whilst being privacy-conscious David Rosen, Head of Strategy, Analytics and Consumer Insights, TIBCO Software Leveraging Big Data, Apps and APIs to engage today's connected customers Hosted by: Apigee Jeremy Perlman, MD of EMEA, Apigee 14:30 Connecting with mobile and social customers Hosted by: Google Lorenzo Bianchi, Head of Social Strategy, Northern Europe, Google U.K. Ltd Natalia Cano Marren, Product Marketing Manager, Google U.K. Ltd Elin Carlsson, Associate Product Marketing Manager, Benelux, Google Ltd Achieving the ultimate frictionless experience of 1-click buying, whilst ensuring that customers feel secure 15:00 Refreshment break & speed networking Focus Sessions 16:00 Air miles success: Why are the air miles schemes so successful and how can this level of success be achieved across the board? The loyal mobile customer: Creating a new channel for frictionless engagement through loyalty apps and loyalty wallets 16:30 Utilising your business intelligence to understand your customer profile Customer centric solutions: How to understand the new tenets of banking and payment processing 17:00 OmniChannel strategies that will wow your customer: Attaining flawless multi-channel customer engagement through the unification of the customer profile across all channels Keynote panel discussion: Francine Van Dierendonck, Director E-Commerce and Executive Board Member, Etam Groep Marcel Ribbens, Marketing Director, Nederlandse Staatsloterij David Hathiramani, Co-Founder, A Suit That Fits Floris Regouin, Head of Digital Marketing, Samsung 17:30 Closing remarks & party

5 Day two Wednesday 11th June 8:00 Doors open, registration commences 9:00 Chairman s welcome and introduction 9:10 The opportunities and commercialisation of big data: profiling and loyalty Opening keynotes: Alex Bloemendal, Country Manager Netherlands, Travix 9:30 Navigating the risks and benefits of emerging payments: technology, infrastructure and interoperability Keynote panel: Max Geerling, Head of Product Management, Cards and ideal, Currence Henk De Vrind, Manager Cards and ecommerce, Rabobank Dave Birch, Global Ambassador, Consult Hyperion 10:10 Q&A with keynotes 10:30 Networking Break 11:30 Roundtable sessions 1 Using Big Data across channels to transform customer profiling strategy 2 How to engage with the digital customer instore hosted by Apigee 3 Examining the danger of not striking the right balance between retention and acquisition in your marketing strategy 4 Enhance experience at POS by introducing your customer into a card-less world 5 Understanding the empowered customer in order to differentiate your brand from competitors across channels 6 How to create engagement with gamification 12:30 Networking Lunch Focus Sessions 14:00 The ultimate customer insight: Understanding your customer spending patterns through financial services data Peter Holford, Card-linked marketing, data commercialisation and digital expert How the global loyalty landscape will influence the Netherlands 14:30 How to achieve growth in declining industries through creating a unique customer experience Contactless cards: why card is better than mobile for your customer 15:00 Creating that Moment of Truth with unique and creative campaigns to wow the customer Keynote panel discussion: Albert Visser, Marketing Manager, Fresh Cotton Gert Jan Spriensma, CEO and Co-Founder, Zazzy.me Rene Jaspers, Director Marketing, McDonald s Netherlands Marcel Molenaar, Head of Marketing Solutions, LinkedIn Benelux 15:30 Closing remarks

6 Networking We know the importance of networking and offer an experience which allows you to do just that. With the bespoke Total Customer mobile app, dedicated networking managers and peer-to-peer partnering, we ensure that you get the most from your time on site. Download our networking app Download our networking app to get organised and get in touch with all attendees before the event. Use the Total Customer portal to: Plan your sessions Build a personalised agenda Identify exhibitors to visit Set up onsite meetings with key executives Network with other attendees Your networking manager Take advantage of this dedicated and personalised meeting service. Hold meetings with pre-qualified partners arranged by your networking manager in your private on-site meeting room. Gina Geldenhuys, Networking Manager Media partners

7 Sponsor now Can you help our attendees solve problems like: How can I deliver customer experiences that wow? How can I retain my existing customer base? How can I use data to build revenue? How can I build engagement and loyalty using social media? How can I use cross channel data to better serve my customers? How can I improve my payments process to increase revenue? How can CRM and marketing automation benefit my business? How can I incorporate mobile into my customer strategy? How can I personalise offers and pricing? How can I build loyalty whilst maintaining price? Who should sponsor Business intelligence Web analytics Loyalty providers ecommerce platforms Marketing analytics Marketing automation Social media marketers Card associations Contact centres / Outsourcing Content / App owners and developers CRM platforms Customer management platforms Data processing / Outsourcing Design / Branding consultancies Experience marketing Field Force Management Gamification Home delivery Hosting In-store technology / Infrastructure Payment platforms Who you will meet? Netherlands Customer Festival brings together retailers and e-tailers looking for innovation and technologies that can be applied to end-to-end fulfilment processes. You will meet CMOs, CIO, Heads of Loyalty, Marketing Directors, Heads of CRM, Customer Experience Directors, Heads of Customer Service, Heads of Omni Channel, Heads of Multi-Channel, Heads of Mobile, Heads of Business Intelligence, Heads of Payments and COO s from the retail, e-tail, telecoms, finance, pharmaceutical, utilities, airlines, and travel industries. Your opportunity Make sales Debut new products, services and technologies Profile your brand Meet new business partners and suppliers Develop key relationships Why sponsor? Make sales Debut new products Profile your brand Meet new business partners and suppliers Develop key relationships Educate senior executives from retail and e-tail companies Current sponsors:

8 BOOK your place today The earlier you book the more you ll save. It s really easy to book your place online. And our online calculator will ensure you take advantage of the best deal. Go to and book now on Book now and get the offer price - on your phone Scan this QR pattern with the camera on your smartphone and register with a discount code DS2014 at the special offer price. 2 Day conference Delegate booking Before 21 Mar 2014 Final Price 1,150 1,330 Don t have a QR reader app? You can download one for free from App Store. Don t have a smartphone? You can also register and get the offer on our website VAT is charged at the current rate and is subject to VAT legislative changes. All bookings will be invoiced at the rate applicable when the booking is made. BOOK NOW Go to and book with a special discount code DS2014 or call +44 (0) Bring your team and get an extra discount. There are special group packages available call +44(0) for more details or go to