10:00 a.m.-12:30 p.m.
(New York time)

Master Class moderator

Grzegorz (Greg) Piechota
Researcher-in-Residence and Head of Readers First Initiative, International News Media Association (INMA)

Key themes for this module

• Retain the subscribers gained in the COVID year
• Innovate with on-site and e-mail onboarding
• Get newsroom, product, and marketing work hand-in-hand

Today's classes

The retention point: How to accelerate time to value?

Robert Skrob, Author, “The Retention Point”, United States

Dagens Nyheter: What did we learn about retention in the COVID year?

Anna Åberg, Managing Editor, Dagens Nyheter, Sweden

Martin Jönsson, Head of Editorial Development, Dagens Nyheter, Sweden

Mediahuis: How did we organise to execute a new approach to engagement?

Hanne Hendrikx, Manager, Customer Retention, Mediahuis, Belgium

10:00 a.m.-12:30 p.m.
(New York time)

Key themes for this module

• Build your growth strategy around retention
• Study light-reading subscribers, ideate opportunities, and test
• Plan you touchpoints around daily reading habit

Today's classes

Sydney Morning Herald and beyond: How we revamped our retention effort with project engage

David Eisman, Director, Subscriptions and Growth, Nine, Australia

Kristen Turner, Head of Consumer Marketing, Nine, Australia

The benchmarks from Piano: Global study of light readers, sleepers and repeaters

Patrick Appel, Director, Research, Piano, United States

Miami Herald and beyond: How we helped the print subscribers discover our digital services

Phil Schroder, Head of Retention and Engagement, McClatchy, United States

10:00 a.m.-12:30 p.m.
(New York time)

Key themes for this module

• Discover the signals of customers at risk early
• Consider benefits and risks of online cancellation flows
• Push churn to negative with renewal pricing

Today's classes

South China Morning Post: How we manage lifecycle of our subscribers across touchpoints

Adrian Lee, Senior Vice President, Marketing and Events, South China Morning Post, Hong Kong

The Times and The Sunday Times: How we predict churn from the very beginning of the relationship

Daniel Gilbert, Director of Data, News UK, United Kingdom

The Financial Times: Why and how we shifted our cancellation flow to online

Ajay Shah, Manager, Senior Customer Marketing Manager, Retention, The Financial Times, United Kingdom