In the context of financial challenges and constantly evolving consumer behaviors, the role of data analytics has never been more critical in improving customer relationships. This session will explore how John Giaquinto, Rite Aid's VP of Loyalty, Personalization and Analytics has successfully navigated these challenges, driving substantial incremental sales and revitalizing customer loyalty through innovative strategies and a deep understanding of behavioral science.

Join us to discover how a focus on hyper-personalized loyalty campaigns and a bold approach to marketing measurement can turn around a company's fortunes. Learn why ignoring conventional best practices and delving into underexplored customer segments can yield impressive results, and how change management and behavioral insights play a crucial role in influencing both customers and colleagues.

Attendees will learn:

• Overcoming conventional thinking: Strategies for challenging traditional best practices in analytics and marketing to uncover new opportunities for growth and customer retention.
• The power of hyper-personalization: How Rite Aid’s monthly loyalty campaigns are tailored to individual customer needs and preferences, leading to increased engagement and redemption rates.
• Behavioral science in action: Insights into how studying biases and incentives can influence customer behavior and drive successful loyalty programs, along with effective ways to communicate the value of analytics across an organization.

John Giaquinto

VP of Loyalty, Personalization & Analytics
Rite Aid

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CX Network is offering attendees the unique opportunity to put their burning questions on data analytics to one of Europe’s top experts.

Jaakko Lempinen, Head of CX for Yle, Finland’s national broadcaster, and a CX Network Advisory Board member, is joining us live for an Ask Me Anything session to answer your biggest questions on customer insights and data analytics. Jaakko can help you on:

• Using data to drive innovation and transformation
• Identifying opportunities to improve CX with AI
• Personalization and why it will continue to grow in dominance
• All things digital CX

Jaakko Lempinen

Head of CX
YLE

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In the high-stakes world of commercial insurance, maintaining strong, personalized customer relationships is essential. At Allianz Commercial, transparent communication plays a crucial role in building and sustaining trust with both brokers and end customers. A challenge lies in the multitude of systems that house different pieces of customer data, making it difficult to obtain a single, clear view of each customer.

In this session, Ekaterina Mamonova, Global Lead for Marketing and CX at Allianz Commercial, will share insights on how the company is addressing these challenges to enhance customer relationships and improve data management.

Attendees will learn:

• The importance of transparency in customer communication: Discover how transparent, quality communication with customers and broker partners can build and maintain trustful, continuous relationships.
• Personalizing customer relationships: Learn the strategies used to maintain high levels of personalization and trust in customer interactions within a commercial insurance context.
• Overcoming data fragmentation challenges: Explore the complexities of managing multiple data systems and the steps being taken to unify customer data, reduce errors, and create a single, accurate view of each customer.

Ekaterina Mamonova

Global Lead, Marketing & CX
Allianz Commercial

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