The conference will be kicked off by the results announcement of the Eighty20 loyalty survey, based on 1 500 respondents during November 2017.

The presentation will be complemented by presentations on which experiences impact loyalty the most, derived from the Ask Afrika Orange Index. Three case studies, from Sorbet, VWSA and Romans Pizza, will show how they practice what they preach about achieving superior customer service.

There will also be a talk on AI-driven loyalty messaging tools. Capturing shopper loyalty in small stores will be addressed, and there will be a session about how to motivate and train staff from different cultures to live the brand at every touchpoint.

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