eRetail CX & Loyalty Stage
Day 2, 15 April
Stage Host
Michał Maksymiec Retail Vertical Director YOUGOV
09:00–10:40
Block 1 — Retention Under Pressure: CX, Loyalty & Commercial Reality
09:00 - 09:40
PANEL
Loyalty Under Pressure: Why Retention Matters More When Growth Gets Harder
Exploring how slowing acquisition and rising costs force eCommerce teams to rely more heavily on existing customers.
Examining why loyalty expectations rise faster than budgets in price-sensitive markets.
Integrating retention priorities, value perception, and commercial discipline to stabilise revenue.
Moderator:
Katarzyna Wojnar Strategy Advisor, Board Member CONNECTO HUB
Panelist:
Piotr Szyszka CEO of Tortli.pl/Member of the Management Board of Vanity TORTLI
Jakub Krząkała Global Loyalty CVP Lead SHELL
Andrzej Wierzchoń Head of e-Commerce Department OCEANIC
Rafał Prus Sales Support Manager / Business Owner and Product Owner MASPEX
Marta Wojciechowska Luxury & Premium Beauty Market Strategist MARTA WOJCIECHOWSKA CONSULTING
09:40 - 10:00
Instead of discounting, start deciding. How to use customer data to increase retail revenues?
How to conduct effective communication without overloading your customer base
How to influence repeat purchase behavior through appropriate experience design
How to measure customer sentiment and understand its impact on sales results
Dominik Zacharewicz Managing Partner LOYALTY POINT
Wiktor Goliszek Global Strategy Director LOYALTY POINT
10:00- 10:40
Retention Under Pressure: When Loyalty, Experience, and Economics Collide
Exploring how rising retention expectations collide with thin margins and promotion-heavy competition.
Examining why loyalty fails when experience and economics are misaligned.
Integrating customer value, operational realism, and commercial constraints to close the block.
Moderator:
Piotr Wojtczak Head of Customer Marketing INTERMARCHE
Panelist:
Karol Zych E-Commerce Director CALZEDONIA
Damian Gawron Head of Customer Team L'OREAL
Krzysztof Stremler Head of Loyalty Program Department MEDICOVER
Marcin Kłos Purchasing Commercial Director MICADONI
Gabriela Ziółkowska CEO & Co-Founder OPSTALENT
10:40 - 11:00
11:00–13:00
Block 2 — Activating Loyalty Under Constraint: Moments, Value & Reaction Speed
11:00 - 11:30
PANEL
From Promise to Practice: Where Loyalty and CX Are Actually Activated
Exploring where loyalty truly influences behaviour rather than in abstract programmes.
Examining why activation ideas fail when they add friction or cost.
Integrating activation timing, perceived value, and operational limits to make CX effective.
Moderator:
Dominik Olejko CX&Loyalty Expert
Panelist:
Artur Iwanski E-Commerce Manager PHILIPS
Mateusz Goliszewski CEO DOMYOU
Natalia Oskierko Senior Customer Experience Manager | Global Mobile & Web Experiences CIRCLE K
Paweł Guz Business Development ADYEN CEE
11:30 - 11:50
Increase conversion and customer loyalty - how Klarna supports your e-commerce with the app and cashback
What is Klarna mission and how it started
What Klarna offers to the users
How in-app cashback builds loyalty and frequency of the users
Aleksandra Ippohorska-Lenkiewicz Business Development - Media KLARNA
11:50 - 12:10
eRetail, stores and social commerce: How to provide an omnichannel customer experience? Which role does loyalty play?
How are SAP customers like Puma or Harrods addressing customer experience?
Which role does loyalty play for retail companies today?
Loyalty, Retail Media and eRetail: How does this belong together?
Stefan Binkowski MEE Industry Advisor SAP
12:10 - 12:30
Time for a conversation, not a campaign – how retail brands will win in 2026 with conversational marketing
How to move from mass campaigns to real, two-way conversations with customers and why they're the key to conversion today.
How to use SMS, RCS, WhatsApp, and Viber to build sales and loyalty – with specific examples from retail.
How to use data and automation to conduct conversations that scale like campaigns but work like 1:1.
Karolina Antonowicz Chief Revenue Officer MESSAGEFLOW, VERCOM GROUP
12:30 - 13:00
PANEL
Activating Loyalty Without Fatigue: How CX Signals, Timing, and Value Must Work Together
Exploring how activation moments interact to shape repeat behaviour.
Examining why over-activation accelerates fatigue faster than it builds loyalty.
Integrating timing, value, and reaction speed to sustain engagement.
Moderator:
Łucja Gdala CEO REFSPACE LTD
Panelist:
Agnieszka Kurzep Digital / e-commerce expert in the telecommunications industry
Michał Pętala TikToker, AI and Automation CEO | AI & Marketing Automation Expert, Internet Creator 500k+ subscribers
Rajmund Kula B2B Manager DOUGLAS POLSKA
Mateusz Stasiak Head of E-Commerce, Marketing and VM GIACOMO CONTI, SUNSET SUITS
13:00 - 14:00
14:00 - 15:30
Block 3 — Loyalty After Maturity: Trust, Ecosystems & Long-Term Value
14:00 - 14:30
PANEL
When Loyalty Stops Growing: What Retention Looks Like After the Easy Wins Are Gone
Exploring how loyalty performance plateaus once basic incentives are exhausted.
Examining why repeat behaviour weakens as expectations rise.
Integrating lifetime value, experience credibility, and realism to redefine loyalty.
Moderator:
Jakub Krząkała Global Loyalty CVP Lead SHELL
Panelist:
Tomasz Preś Sales Director – Discount Stores and Supermarkets MARS WRIGLEY
Anna Graczyk Acquisition User & Marketing Automation Team Manager ŻABKA POLSKA
Piotr Krzeszowiak Managing Partner ENVOLVED POLSKA
14:30 - 15:00
PANEL
Trust Beats Incentives: Why Fairness and Credibility Decide Loyalty in Price-Driven Markets
Exploring how customers judge loyalty through fairness and transparency.
Examining why inconsistent pricing and conditions erode trust quickly.
Integrating credibility signals and consistency to sustain retention.
Moderator:
Michał Szewczyk Manager STRATEGY&
Panelist:
Joanna Szczelaszczyk Customer Care Manager IKEA
Katarzyna Wieczorek Head of Strategy & Projects CEE ZALANDO
Bartosz Żochowski Head of Loyalty & CRM DECATHLON
Marcin Kłos Purchasing Commercial Director MICADON
15:00 - 15:30
PANEL
Retention Weakens Fast When Trust Breaks Across Channels, Partners and Value Touchpoints.
Exploring how loyalty becomes harder to sustain when customers experience value, service and credibility across multiple channels and partner environments.
Examining where fragmented journeys, inconsistent conditions and uneven value signals weaken trust beyond the core brand relationship.
Integrating cross-touchpoint consistency, partner relevance and credibility signals to sustain retention more reliably.
Moderator:
Mateusz Dąbrowski Business Development Director GRUPA BLIX
Panelista:
Agnieszka Samel-Gorzela Manager ORLEN S.A.
Joanna Olszewska Director of the Individual Client Segment Area SANTANDER BANK POLSKA
Paweł Czarny Ecommerce Director SKLEPY KOMFORT SA
