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

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

14:25 - 14:30

CLOSING REMARKS BY THE CHAIRPERSON & END OF SUMMIT

14:30 - 15:30

NETWORKING LUNCHEON