Академический Документы
Профессиональный Документы
Культура Документы
FEBRUARY 2016
TAJ LANDS END,
MUMBAI
Presents
L yalty SUMMIT
In Association with
Mentoring Partner
Nothing is Pointless
C ustomer
4TH FEBRUARY 2016
TAJ LANDS END, MUMBAI
HIGHLIGHTS
70+
350+ CASE
EXPERT KEYNOTES WORKSHOPS EXHIBITION
ATTENDEES STUDIES
SPEAKERS
SENIOR LEVEL ATTENDEES FROM THE ENTIRE LOCATION & CONTEXT ECOSYSTEM
Kelly Hlavinka, Loyalty Specialist Dr. Toa Charm, Founder & Chairperson,
BI, Big Data SIG, Hong Kong Computer
Mastering the Balance between Brand
Society
Loyalty & Payment Tender Loyalty
Grow and Sustain Your Business with
Whether you are a retailer that issues a
store credit card – or petrol company Big Data Innovation
encouraging mobile payments for Dr Toa Charm would cover the below points in his
purchases – you know that balancing the presentation.
priority of brand-wide, customer-focused
loyalty initiatives with a drive to incent • Explore a number of innovative business models and
payment tender adoption is becoming a examples on how to monetize big data
bigger challenge in India. We can learn from • Analyze the pros and cons of these business
the design frameworks and results from models
program operators in North America to • Explain the changes that you need to make in
navigate this fine line. order to create and leverage on these business
models to grow and sustain your business
This session will explore:
The persistent paradox that continues to
vex many North American retailers and
their credit & preferred tender issuing
Chris J Reed, Global CEO & Founder,
partners Examples in practice where the Black Marketing
right balance has been executed
10 Top Tips for How to Use LinkedIn
A proven framework for success (and some for what not to do)
2 - 3 ‘shielded’ case studies on the
positive ROI & preferred tender adoption Learn from an Official LinkedIn Power Profile on how
impact that framework can drive. to use LinkedIn for any business purpose...
• Deploy proven methodologies to determine behavioral drivers that define customer expectations
• Perpetuate successful customer experiences as the backbone of repeat business to promulgate a proactive,
customer-driven company culture
• Formulate analytics to contextualize customer data into actionable information for increasing brand loyalty
• Engage loyalty members on the devices and channels where they live to optimize branded messaging
• Increasing brand engagement though behavioural economics
C K The Millennial Mind : How Content, Social and Digital Media Drive Brand Loyalty
TRA • Why your content is failing with millennials and how to fix it
• What content do millennials share
• Hyper-relevancy : create tailored content to their individual interests
• The right online content increases brand loyalty
• How do you create or source great content affordably and keep millennials coming back for more
• Do you really know your customer and how they spend their time
• What do they need, want, and love
Internet of Things (IOT) 'smart products' technology have a voice and can talk directly to customers whilst data talks back to
the brand with real-time analytics about who their customers are, where they are, what they engage with and how
interaction drives sales. This session will explain how a new generation of businesses, with IOT Technology at their core, are
digitising physical assets and turning products into dynamic, web connected, intelligent objects that play an active
functional role in how they are made, sold and used. Learn how marketers can manage real-time smart product data to get
closer to customers, make their supply chains smarter and and create systems that will transform both customer
engagement and underlying business models.
01:45 pm - 03:55 pm : Workshop on Consumer Trend Canvas
B
C K Trend - Driven Innovation
Loyalty is a deeply entrenched marketing tool for financial institutions, retailers, airlines and hotels. However, until
recently loyalty really wasn’t on the radar for marketers in non-traditional industries such as FMCG, Cement, Sports,
Luxury, Entertainment, etc. This is changing rapidly, driven in part by new technologies, the increased importance of - data,
and the strong appeal of loyalty to highly affluent customers. A new frontier in loyalty will discuss why these industries are
now embracing loyalty as a competitive differentiator, and leveraging this critical tool to grow their business by building
deeper relationships and creating advocates out of their customers. The session would also feature the critical importance
of your loyalty programs to all four of the human drives - the drive to acquire, bond, defend and create - in order to connect
more emotionally with consumers.
Every marketer knows loyalty is the "new black"…the must-have of any marketing plan. But most loyalty programs lack the
kind of engagement needed to win the hearts, of customers. Whether it's earning or redemption, or all the communications
in between, many companies don't engage their customers in relevant dialogues that drive commitment and profitable
behavior. This leaves money on the table and an open door for competitors.
• How do you turn a "look-alike" loyalty program into a customer engagement tool
• A clear case why customer engagement could make or break a loyalty program
• Tactics for communicating with customers rather than "talking at them," including reward earning and redemption tips
• Best practices for turning demographic, lifestyle and transaction data from your loyalty program into insight you can
actually use
• Real examples of loyalty programs that engage customers and boost profitability, including case studies from the retail
and airlines industries
Loyalty Marketing as a discipline is centered upon the pursuit of improving customer satisfaction and behavioral loyalty, an
end goal that requires deep however, are not doing so by building capabilities within the loyalty marketing team alone-they
are embedding a deep understanding of loyalty across the of an enterprise loyalty strategy and the approach to develop the
same. Panelists would share the examples of brands who have executed enterprise loyalty strategies well.
C K • Customer Journey Mapping as a Tool - Strategy to Innovation & Scaling the Customer Base.
• Making your interaction contextual - understanding combinations of device usage to design the total
experience
• Components of a comprehensive social CRM strategy and how they directly influence loyalty
• Mobile couponing. Leverage the mobile channel
• Common challenges in aligning and integrating social and loyalty strategies, and tools to overcome these hurdles
• Mobile innovation. Loyalty & retention using mobile, mobile incentives & rewards
• Advantages of emerging technologies and data integration opportunities
• Big data and the opportunity to create our greatest brand advocates, but only when programs permeate every channel in
the customer lifecycle experience
• How to drive key decisions and enterprise-level strategy through the convergence of loyalty and CRM to create the
ultimate customer experience
• Is customer experience paradigm shift happening across channels and across customer touchpoints
• How to seamlessly communicate / promote/target to the right member at the right time, via an omnichannel experience,
and reward (“Listen for”) the resulting behaviour
• Explore silos and disparate technology challenges which impact this convergence and discus solutions and actionable
steps towards overcoming these obstacles
• Best practices in customer experience management, customer experience analytics, and how intelligence driven loyalty
can drive profitable long term member relationships with the “Omni - empowered" consumer
EXPERTS
Manmeet Anil V Pillai
Bijaei Jayaraj Vohra Ashok MS Rahul Rana Vikas Terragni
Loylty Rewardz TATA Starbucks Accentiv PAYBACK Choudhury Consulting
Mngt Pvt. Ltd. Pvt. Ltd. India India AIMIA Inc Pvt. Ltd.
Chinmai
V. Kishan Rishi Sharma
Rao Dhanashree Amit Sinha Roy Parvez Amin Sharma
Grasim
Ultra Tech Industries Ltd. Sant Tata Jaquar & Co. Taj Hotels
Cement Ltd. Aditya Birla JWT India Communications Resorts &
Ltd. Pvt. Ltd.
Group Palaces
Amitabh
Meheriar Patel Tapadar Arvind R P S Swaminathan
Amit Madhan Sarthak Seth Bajaj Hansa Customer
Thomas Cook The MobileStore Panasonic Marico Kaya
Electricals Equity Pvt. Ltd.
India Ltd. Ltd. India Ltd. Ltd. Enterprise
Customers now determine the experience they want and expect companies to deliver it. Customers are dictating their own
channel strategy and expect to have a consistent, personalized and effortless experience. At Customer Experience Summit,
customer service and marketing leaders will share how they are building stronger relationships with customers that impact
their overall business. Discover how to bring VOC to the decision makers of the organization to develop products, services
and experiences that customers want and expect.
• Connect the dots : Managing the customer experience at every touch point
• Leveraging social media to create strong relationships with existing and potential customers
• Gain a better understanding of customers by leveraging advanced analytics
• Taking CX to the next level : Integrating content, campaigns, channels, social & analytics
• From employee engagement to customer engagement: Injecting customer experience into your brand’s DNA
• Develop a mobile - first Strategy to deliver delightful digital experiences and improve customer engagement levels
• Big data and the opportunity to create our greatest brand advocates, but only when programs permeate every channel in
the customer lifecycle experience
• How to drive key decisions and enterprise - level strategy through the convergence of loyalty and CRM to create the
ultimate customer experience
• Is customer experience paradigm shift happening across channels and across customer touchpoints
• How to seamlessly communicate / promote / target to the right member at the right time, via an omnichannel experience,
and reward (“Listen for”) the resulting behaviour
• Explore silos and disparate technology challenges which impact this convergence and discus solutions and actionable
steps towards overcoming these obstacles
• Best practices in customer experience management, customer experience analytics, and how intelligence driven loyalty
can drive profitable long term member relationships with the “Omni - empowered" consumer
EXPERTS
Sarbani
Nisheed Sengupta
Sathyanathan Subhash Saurabh Rekha Nair Kainaaz
Dhyani GVK - Mumbai Chichgur DHL Express
Future Retail Singh India Pvt. Ltd.
Ltd. ICICI ICICI Bank International L&T General
Securities Ltd. Airport Insurance
Co. Ltd.
Nothing is Pointless
For Speaker Opportunity / Sponsorship / Registrations
Contact :
Host Partner
www.thecustomerfest.com
Conceived & Managed by
Kshitij, 103 – 1st Floor, Veera Desai Road, Opposite Andheri Sports Complex, Andheri (W),
Mumbai 400 058 +91 22 613 81800 / 26780476