Tomas Nebaznivy

Head of CRM and Loyalty Lidl CZ

CRM and loyalty professional with 7 years of experience at Lidl, playing a key role in shaping the strategy, development, and growth of Lidl Plus in the Czech Republic from its launch to becoming the country's most widely used loyalty program. His focus is on CRM strategy, customer engagement, person

Agenda Day 2

3:40 PM Keynote Presentation: Loyalty Beyond Discounts: Can Personalised Service Earn Repeat Customers?

Promotion-led loyalty can increase short-term visits, but it does not always build lasting customer relationships. Using customer data to deliver more relevant, timely and personal service can help retailers turn occasional shoppers into repeat customers, strengthen emotional connection and increase long-term customer value without needing to rely on deeper discounts.

• Turn customer history, preferences and behaviour into relevant service that gives customers more reasons to return

• Adapt the timing, channel and level of detail of service communications to reflect different customer needs and preferences

• Discover experimental approaches to separate genuine incremental loyalty building from purchases that would have happened regardless of the intervention

Check out the incredible speaker line-up to see who will be joining Tomas.

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