Agenda

February 05, 2018
18:30
Sunstar Hotel Lobby
February 06, 2018
08:00
Registration & Breakfast
09:00
Opening Remarks
09:15
The North Face's marketing team has one main goal: to tailor marketing activities according to the specific behaviour of clients in order to increase the effectiveness of these communications. In this presentation, Chiara Rossitti, CRM/Email Marketing, The North Face EMEA, will reveal how the brand recognizes every customer and prospect across all touch points to anticipate their needs and develop long-term personal client relationships.
Keynote
Chiara Rossitti , CRM/Email Marketing, The North Face EMEA
10:00

Consumers are more likely to shop with a brand that delivers the best customer experience. According to Zendesk, 40% of customers will go to a competitor because they have better customer service. In this panel, leading brands will discuss the ways they are creating strong customer experiences using automated emails and content strategy.

Moderator
Kath Pay , CEO & Founder, Holistic Email Marketing
Panelist
Linda Bouwman , CRO & Persuasion Specialist, Webfluence
Amir Khadim , Senior E-Marketer, Qatar Airways
Mark Veldboom , Marketer, Knab
10:45

You can learn a lot about your customers by how they respond to your emails. In this panel, email marketing experts will explore how to make use of these behaviors through testing, reporting and CRM measurement to create more effective campaigns and drive business goals.

Moderator
Dianna Dilworth , EIS EU Program Director, MediaPost
Panelist
Matthias Froehlicher , E-commerce, Projects & Operations Director, Chaussures Aeschbach SA & KOALA.CH
Daniel Jakubowicz , Head of Email and SMS UK Customer Operations, British Gas
Dela Quist , CEO, AlchemyWorx
11:30
GDPR legislation goes into effect in May, and most marketers will have to improve customer data privacy or face steep fines. In this presentation, Thomas Fontvielle from Signal Spam will will share do's and don’ts for data privacy practices and reveal how these new regulations will affect deliverability.
Presenter
Thomas Fontvielle , Secretary General, Signal Spam
12:00
Tailored Marketing Messages - Chiara Rossitti, The North Face EMEA
Delivering Customer Experiences - Kath Pay, Holistic Email Marketing
Uncovering GDPR - Thomas Fontvielle, Secretary General, Signal Spam
13:00
Lunch
13:10
14:00
Afternoon Activities
17:30
Conference/Meeting Room
18:30
Sunstar Hotel Lobby
19:30
Sunstar Hotel Ambiance Restaurant
February 07, 2018
08:00
Registration & Breakfast
09:00
Sommet Education creates a special digital customer journey just for millienials. This audience consumes massive amounts of information from many sources and media outlets on a daily basis and the marketing program addresses this situation. In this presentation, Yves-Alain Schwaar will reveal how the brand works to create brand engagement across multiple touchpoints to overcome their short attention spans.
Keynote
Yves-Alain Schwaar , Director Digital Marketing & CRM, Sommet Education
09:30

Multichannel CRM platforms have the ability to combine traditional channels with digital, helping marketers be more strategic. However, in order to succeed, this requires marketing teams to work together in both structure and processes to maximize effectiveness. In this panel, email experts will discuss how to build teams that work together across channels.

Moderator
Beata Linz , Email, Digital & Brand Marketing Consultant, Formerly Nike, Currently Beata Linz Consultancy
Panelist
Martin Boschhuizen , CMO, Helloprint
Ulf Tiedemann , Head of Marketing, Thorpe Park Resort
Albert Vogelaar , Sr. Global CRM Manager, TNT Network
09:50
From email to SCV to social media and traditional channels, developing strategic marketing approaches to effectively understand audiences and effective targeting is key to increasing customer response rates. In this presentation, Ulf Tiedemann at Merlin Entertainments, will reveal how is brand his looking beyond email to create a cross channel customer experience.
Presenter
Ulf Tiedemann , Head of Marketing, Thorpe Park Resort
10:40

Email is at the center of every savvy digital marketer’s program, but how do you ensure that you are connecting it to other vital channels? In this panel, email experts will explore tactics for bridging social, mobile, display, DMPs and share tips on how to improve your email programs.

Moderator
Michael Straathof , Marketing Automation Consultant, 100% Email
Panelist
Michael Aal , Marketing Consultant, Bull Marketing
Jeroen Brink , Manager Online Sales, Sanoma
Dave Holland , Enterprise and EMEA / APAC Director, Liveclicker
11:30
Rakuten Germany is changing their marketing strategy from a channel-specific approach to a multichannel approach in order to improve the customer journey. In response, the company is building a growth marketing team whose target is to grow KPIs influencing the whole customer journey. In his presentation, Sebastian Rasterhoff will reveal how this team was built and their marketing results.
Presenter
Sebastiaan Rasterhoff , Head of Growth, Rakuten
12:00
Exploring Growth Marketing - Sebastiaan Rasterhoff, Rakuten
Cross Channel Marketing - Michael Straathof, 100% Email
360 Customer Experiences - Yves-Alain Schwaar, Sommet Education
13:00
Lunch
13:10
14:00
Afternoon Activities
19:30
Eiger Hotel Bar (a 5 min walk from Sunstar Hotel)
20:30
Barry's Restaurant at Eiger Hotel (a 5 min walk from Sunstar Hotel)
February 08, 2018
08:00
Registration & Breakfast
08:30
Employing interactive email techniques gives marketers a lot of new possibilities to connect with and convince customers to convert. In this presentation, Hessel Boschma, digital marketer at VodafoneZiggo, will map an email journey using interactive techniques in combination with other smart elements to close the gap between digital and brick-and-mortar business from campaign development to execution.
Keynote
Hessel Boschma , Digital Marketeer, Vodafone Ziggo
09:00
The best way to optimize an email campaign is to test. In this panel, email insiders will look at the role of testing in a savvy email campaign. Panelists will reveal how testing segments, subject lines, responsive design and consumer email platforms influences email design and can lead to improved results.
Moderator
Maaike van Prooijen , Event & Community Marketer, Tacx
Panelist
Florin Armasu , Managing Director, Emailing Network
Mic Conetta , Head of CRM, Arsenal Football Club
09:30
For Schiphol Airport, the customer journey begins at home and lasts until a passenger is ready to board their flight. Through the different stages of the lifecycle, the customer has different needs for information and products. In this presentation  Ruth Hakkenberg,email marketer for Schipol, will discuss the entire email journey and will share examples, best practices and insights.
Presenter
Ruth Hakkenberg , E-mail marketeer, Schiphol Amsterdam Airport
10:00
ABN AMRO wanted to bring new relationship banking to life, so they analyzed the psychological preferences of customers to understand how they perceive the information and make decisions. Jim Kras will reveal how the company differentiated their emails and bankmail communication based on these profiles which led to better response and conversion rates, as well as higher satisfaction scores.
Presenter
Jim Kras , Director of Customer Relationships Management, ABN AMRO Group
10:30
Interactive Email - Hessel Boschma, Vodafone Ziggo
Customer Journey Building - Ruth Hakkenberg, Schiphol Amsterdam Airport
Hyperpersonalized Emails - Jim Kras, ABN AMRO Group
11:00
Conference Concludes

Email 2018: Using Data to Build Human Connections

Customers are at the end of every email that you send, yet some marketers overwhelm are still overwhelming customer inboxes. The best way to create connections is to get to know your customer through the behaviors they share when they engage with your brand, be it site browsing, email clicks or purchases. No matter what the channel, email is the connective tissue to understating customers online through its ample data. As email marketers adopt technologies like CRM dashboards, AI and DMPs, the key to creating a better customer experience is in the data. In our signature "true summit" format - intimate, highly interactive, casual - the Winter edition of the Email Insider Summit Europe will explore how brands can navigate the email landscape to create more hospitable experiences for consumers in 2018.

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