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Retention Convention 2018

The 2018 Retention Convention focus was on the use of technology to enhance the customer experience in the health and fitness sector. 

Experts from around the world flew in to speak, and the line up for this year’s Retention Convention was hot with innovative and new technology companies on the bill, alongside sector stalwarts.

The Dean Hodgkins’, interview sessions will focus on three companies approaches to providing technology to support health club operators. Each of the three sessions will be followed by Dean interviewing the presenters, in order to understand the challenges and benefits of integrating their technology into a health club business.

Global technology expert, Bryan O’Rourke and President of the non-profit Fitness Industry Technology Council (FIT-C), will provide the opening address and insight into the world of tech and its place on the gym floor and beyond.

Coach Ai’s CEO Shai Neiger will educate attendees about chatbots, how their virtual coach uses AI-driven behavioural psychology to help people make exercise into a habit, increasing visit frequency and thus improving member retention. He will share what they’ve learnt so far and the reality of what this could mean for the fitness industry.

Global retention expert, Associate Professor Melvyn Hillsdon, took to the stage again to help operators measure whether their retention efforts are paying off. He explain the methodology behind research clubs can carry out themselves to test and check their retention projects and illustrated how to tell if a manufacturers marketing promises are legitimate or bullshit. 

Mike Hills, General Manager of software company TRP, session explained how high performing operators use technology to inform effective business decisions and deliver an exception club experience. Mike shared real-world stories around the challenges and successes of implementing Net Promoter Score® technology to manage and measure member experience – showing delegates how to avoid the pitfalls and supercharge their success.

Retention Guru, Dr Paul. Bedford, organiser of the annual event, talked about how we integrate human and digital contact into the customer experience. He  explored how technology can be designed to be persuasive and how to evaluate if the technology you are being sold does anything to improve retention.

The Retention Convention 2018 took place on Thursday 26 April at Austin Court, a converted Georgian Industrial building that is the Birmingham home of the Institution of Engineering and Technology (IET). 


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