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
CUSTOMER-CENTRIC EVALUATION - PUTTING EXPERIENCES IN THE SPOTLIGHT
- Creating a focus on the quality of engagement, understanding the voice of the customer
- Monitor interactions through multiple touchpoints
- Analysing customer engagement through strong data analytics
10:45 - 11:25
PANEL DISCUSSION | LEVERAGING MARTECH TO DELIVER TAILORED CUSTOMER EXPERIENCES
- How can martech revolutionize customer experiences by delivering personalized interactions at scale?
- Advantages automating customer interactions across various channels to provide a seamless and customized experience
- Leveraging hyper-personalization in creating highly personalized experiences for customers.
11:25 - 11:45
THE POWER OF LOYALTY IN THE MODERN BUSINESS LANDSCAPE
- Utilize advanced analytics to gain valuable customer insights, optimize experiences
- Capitalizing the power of Voice to build a strong customer experience
- Engage customers through mobile apps and loyalty programs
11:45 - 12:15
NETWORKING BREAK
12:15 - 12:55
PANEL DISCUSSION | CUSTOMER-CENTRIC BANKING - ELEVATING EXPERIENCE, BUILDING 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
12:55 - 13:25
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 tool to measure the impact of initiatives
13:25 - 13:45
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
13:45 - 14:25
PANEL DISCUSSION| CLICKS TO LOYALTY - NURTURING CUSTOMER RELATIONSHIPS IN RETAIL & E-COMMERCE
- 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
14:25 - 14:30
CLOSING REMARKS BY THE CHAIRPERSON AND END OF DAY ONE
14:30 - 16:00
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
POWER OF CUSTOMER-CENTRICITY - ELEVATING LOYALTY IN A CONNECTED WORLD
- AI to drive artificial intelligence (AI) technologies in enabling hyper-personalized customer experiences
- The emerging trend of bridging physical and digital worlds seamlessly
- Internet of Things (IoT), wearables, and smart devices can create interconnected ecosystems
10:25 - 10:45
LOYALTY 360° - MASTERING EVERY ASPECT 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 - WINNING STRATEGIES FOR DRIVING CX EXCELLENCE
- 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?
- Offering passengers immersive entertainment, virtual concierge services, and unique opportunities for engagement
11:25 - 11:45
DIGITAL AGE REVOLUTION - EMBRACE OMNICHANNEL CX TECHNOLOGY
- Measuring the impact it has on customer expectations and buying behavior
- Analyse key features and capabilities of CX technology that enable seamless customer interactions across multiple channels
- Impact it has on customer expectations and buying behavior
11:45 - 12:15
NETWORKING BREAK
12:15 - 12:55
PANEL DISCUSSION | INNOVATING LOYALTY - THE FUTURE OF TRAVEL THROUGH AIRLINE AND HOSPITALITY SYNERGIES
- How can we integrate initiatives, sustainability practices, and community engagement into their loyalty strategies?
- 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
12:55 - 13:15
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
13:15 - 13:45
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
13:45 - 14:05
DATA-DRIVEN SUCCESS - CAPITALIZING CUSTOMER INSIGHTS FOR CX AND LOYALTY
- Discuss the value of customer insights in understanding customer needs, motivations, and expectations
- The importance of data sources to understand holistic customer insights
- Importance of protecting customer data in compliance with privacy regulations
14:05 - 14:25
EMPOWERING CUSTOMER SERVICE & SUPPORT WITH TECHNOLOGY
- How companies can use real-time insights to identify emerging issues, trends, and customer sentiment
- How will CRM integration help to deliver tailored and efficient support
- Enabling proactive customer service and support to enhance customer experience