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