Agenda

01 NOVEMBER 2023, WEDNESDAY

09:00 - 10:00

REGISTRATION & WELCOME COFFEE

10:00 - 10:05

OPENING NOTE BY THE CHAIRPERSON

10:05 - 10:25

BUILDING LOYALTY IN THE METAVERSE - WHERE VIRTUAL WORLDS MEET CUSTOMER ENGAGEMENT

  • Data from virtual interactions in the metaverse provides valuable customer insights
  • Challenges and opportunities exist in gathering and analyzing metaverse data
  • Personalized interactions, virtual communities, and shared experiences foster loyalty in the metaverse

10:25 - 10:45

PRIORITIZING CUSTOMER EXPERIENCE: HARNESSING THE POWER OF SPEECH TECHNOLOGY

  • Creating A Focus On The Quality Of Engagement, Understanding The Voice Of The Customer
  • IVR Systems Allow Customers To Interact With Automated Systems Using Natural Language
  • Breaking Language Barriers By Offering Support In Multiple Languages, Ensuring Inclusivity And A Broader Customer Reach

10:45 - 11:25

PANEL DISCUSSION | REVOLUTIONIZING BANKING: ENHANCING EXPERIENCES AND FOSTERING LASTING LOYALTY

  • Uncover deep customer insights to exceed expectations and build unwavering loyalty
  • Integrate channels flawlessly for a unified journey that captivates customers and fosters loyalty
  • Anticipate needs, personalize interactions, and become trusted advisors to cultivate lasting
    loyalty

11:25 - 11:45

UNLEASING THE DIGITAL AGE REVOLUTION: EMBRACING OMNICHANNEL CX TECHNOLOGY

  • Encapsulating a Strategic Approach Seamlessly Integrating Various Communication Platforms
  • Real-Time Data Analytics To The Orchestration Of Seamless Transitions Between Channels
  • Impact It Has On Customer Expectations And Buying Behavior

11:45 - 12:15

NETWORKING BREAK

12:15 - 12:45

FIRESIDE CHAT | THE CMO'S BLUEPRINT FOR CX AND LOYALTY PROGRAMS: STRATEGIES FOR SUCCESS

  • How do leaders effectively communicate the brand’s value proposition aligning with the CX and
    Loyalty Programs
  • The importance of data to drive an effective decision-making process
  • The importance of automation tools to measure the impact of initiatives

12:45 - 13:05

ENGAGE, REWARD, REPEAT: GAMIFICATION STRATEGIES FOR NEXT-LEVEL CX AND LOYALTY

  • The significance of integrating gamification elements for an engaging customer experience
  • Applying Gamification Across Touchpoints such as websites, apps, social, and offline
  • Leveraging customer data and analytics to personalize gamified experiences

13:05 - 13:45

PANEL DISCUSSION| CLICKS TO LOYALTY: NURTURING CUSTOMER RELATIONSHIPS IN RETAIL & ECOMMERCE

  • What are the key strategies for building customer trust in the dynamic digital retail era?
  • How will shifting business from transactions to relationships, effectively nurture customer
    loyalty?
  • Integrating AI to customize loyalty programs

13:45 - 14:05

EFFECTIVE CUSTOMER ONBOARDING: MAXIMIZING LOYALTY THROUGH COMPREHENSIVE PRODUCT FAMILIARITY

  • Thorough Onboarding Process Establishing The Product’s Value And Reliability
  • First Impression That Sets The Tone For The Customer’s Entire Journey With The Product Or
    Service
  • Addressing Pain Points And Offering Solutions Demonstrates Empathy, Building Trust And
    Loyalty

14:05 - 14:25

POWERING LOYALTY EXPERIENCE PROGRAMS WITH NO-CODE ENTERPRISE LOYALTY CLOUD

  • How can cloud-based rewards programs magnify business growth?
  • Leveraging loyalty data and integrating with existing marketing stacks
  • Understanding the benefits of cloud APIs

14:25 - 14:30

CLOSING REMARKS BY THE CHAIRPERSON AND END OF DAY ONE

14:30 - 15:30

NETWORKING LUNCHEON

02 NOVEMBER 2023, THURSDAY

09:00 - 10:00

REGISTRATION & WELCOME COFFEE

10:00 - 10:05

OPENING NOTE BY THE CHAIRPERSON

10:05 - 10:25

ADVANCING CX THROUGH MARTECH: STRATEGIES AND INSIGHTS

  • Creation Of Hyper-Targeted Campaigns And Proactive Issue Resolution Contributing To An
    Enriched Customer Journey.
  • Automating Repetitive Tasks, Liberating Human Resources To Focus On Strategic Initiatives
  • Evaluating Martech Initiatives To Ensure Businesses To Remain Relevant And Customer Centric

10:25 - 10:45

LOYALTY 360°: ELEVATING EVERY FACET OF CUSTOMER LOYALTY MANAGEMENT

  • Emphasizing the importance of emotional loyalty in customer retention and advocacy
  • Developing a holistic loyalty strategy that encompasses all aspects of the customer journey
  • Evaluating key metrics that can provide elaborate insights into program performance

10:45 - 11:25

PANEL DISCUSSION | 2023 AND BEYOND: STRATEGIES FOR ACHIEVING EXCELLENCE IN DRIVING CX

  • Discussing Trends, Cutting-Edge Technology, And The Emergence Of AI
  • How Will Involving Customers In The Process Can Foster A Sense Of Ownership Of Loyalty
    Programs?
  • How Can We Integrate Initiatives, Sustainability Practices, And Community Engagement Into
    Their Loyalty Strategies?

11:25 - 11:45

ENVIRONMENTAL AND MORAL RESPONSIBILITY: CORNERSTONES OF CX AND LOYALTY

  • Seamless Blend Of Responsible Business Practices, Such As Sustainable Sourcing, Philanthropy,
    And Fair Labor Practices
  • Develop Services That Meet Customer Needs With Sustainable And Ethical Principles
  • Demonstrating Transparency And Accountability

11:45 - 12:15

NETWORKING BREAK

12:15 - 13:00

PANEL DISCUSSION | INNOVATING LOYALTY: THE FUTURE OF TRAVEL THROUGH AIRLINE AND HOSPITALITY SYNERGIES

  • Offering passengers immersive entertainment, virtual concierge services, and unique
    opportunities for engagement
  • Will utilizing customer data and AI-powered algorithms assist in curating personalized
    recommendations?
  • Unleash technologies for engaging travel planning with virtual tours and personalized
    itineraries

13:00 - 13:30

FIRESIDE CHAT | FUTURE OF LOYALTY: INCENTIVIZED ENGAGEMENT OR JUST THE REWARD POINTS

  • Explore innovative approaches such as personalized experiences to foster deeper customer
    engagement
  • The power of personalised incentives and rewards
  • Highlight emerging trends such as mobile apps, chatbots, and voice assistants that ease customer pain points

13:30 - 13:50

ADVANTAGES & TRIALS: INTEGRATING CHATBOTS FOR ENHANCED CUSTOMER EXPERIENCE

  • Provide Fast, Personalized, and Convenient Service to Customers Across Various Channels
  • Expand Customer Reach and Accessibility, Enabling Cross-Channel and Multilingual
    Communication
  • Automating Repetitive and Low-Value Tasks Reduce Operational Costs and Increase Efficiency

13:50 - 14:10

ACING CX WITH SMART SELF-SERVICE TECHNOLOGY

  • Empowering Customers Through Efficient Self-Service for Successful and Swift Issue Resolution
  • Focus on Making Customer Self-Service Journeys Successful by Leveraging AI, Analytics and
    Automation
  • Leverage Customer Insights to Pinpoint the Best Tasks to Automate

14:10 - 14:20

CLOSING REMARKS BY THE CHAIRPERSON

14:20 - 15:20

NETWORKING LUNCHEON