Growing with Data-Driven Loyalty Programs - with Norbert Madar from PwC

This talk at the Balkan eCommerce Summit 2025 features Norbert Madar, a Senior Manager and Leader of Digital Commerce at PwC. He discusses how brands in the region boost customer frequency, retention, and revenue through innovative loyalty programs that leverage data and behavioral insights. The session highlights why frequent buyers account for 75% of parcel volume, explores key elements of successful loyalty initiatives such as personalization and gamification, and presents case studies from companies like Genius by eMAG, Best Buy, IKEA, and Home Depot. Attendees will learn strategies to build effective loyalty systems that not only benefit consumers but also drive business growth through enhanced engagement and revenue.