The Customer Retention Blueprint

In a world where consumers are unsubscribing, choice is exploding, and habits are fragmenting – how can brands capture and sustain attention that truly drives results?

Some argue that brand loyalty no longer exists; at the very least, it can no longer be taken for granted. Today, it must be earned, nurtured, and fiercely defended through every moment of value creation.

This session explores what makes modern retention effective – from the psychology behind habit and memory, to the practical levers that drive lasting loyalty.

We’ll also question outdated assumptions – such as the belief that higher customer retention automatically leads to stronger growth – and examine why only the right kind of loyalty truly delivers value.

Our customer retention panel includes:

• Andre Le Masurier, Senior Director, Global Head of Brand, Skyscanner
• David Brewerton, Marketing Director at Monzo
• Nick Ford-Young, Co-CEO at Boldspace (Chair)

What we’ll be discussing:

• How to build habits and own moments
• Why loyalty today means evolving with your customers
• Why retention rate alone can be misleading – and what to measure instead
• Why effective loyalty relies on increasing the value of the customers you keep

RSVP to events@boldspace.com to secure a space.

Breakfast will be provided.