yalty ustomer SUMMIT EXPERIENCE 3-4 FEBRUARY 2016 TAJ LANDS END, MUMBAI SUMMIT Presents In Association with

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1 3-4 FEBRUARY 2016 TAJ LANDS END, MUMBAI L Presents yalty SUMMIT In Association with LOYALTY IN THE DIGITAL AGE INSIGHTS V/S AUTOMATION Mentoring Partner Nothing is Pointless C ustomer EXPERIENCE SUMMIT 4TH FEBRUARY 2016 TAJ LANDS END, MUMBAI Connecting Customer Experience to Business Outcomes

2 ABOUT LOYALTY SUMMIT iscover how to get your customers to love your brand. Learn how to recognize loyalty, deliver exceptional experiences and make points and programmes a valuable retention tool. Loyalty Summit brings forth a loyalty marketing leadership strategy agenda that enables you to understand your customers better in order to reduce customer churn and increase profitability. The event gets together leading B2C brands across all verticals, i.e durables, non-durables, retail, travel, financial services, healthcare, telecom, entertainment to discuss best practices for building cohesive, all-encompassing customer loyalty strategies. Senior Professionals of Loyalty, CRM, Marketing & Social Media from the world s leading brands come together to discover the technologies, strategies and programs that will boost engagement, drive retention and enhance brand recognition and awareness. Discover the latest technologies and services in our exhibition that will enable you to achieve higher returns from marketing and loyalty spend and network with 300+ senior level loyalty and CRM executives who will come together to showcase innovation in customer engagement, analytics and experience. Loyalty Partner Institute Partner HIGHLIGHTS 350+ ATTENDEES 70+ EXPERT SPEAKERS KEYNOTES WORKSHOPS CASE STUDIES EXHIBITION SENIOR LEVEL ATTENDEES FROM THE ENTIRE LOCATION & CONTEXT ECOSYSTEM Analytics & Insight Solutions Loyalty Consultants Loyalty Progammes Marketing Automation Experience Marketing Social / Digital Agencies Mobile Platforms Gamification Loyalty Solution Providers Outsourcing Solutions Reward Redemptions Bricks & Clicks Integration Solutions Implementation & Consultancy Services Contact Centres Engagement Experts Marketing Customer Experience Applications Data Services Loyalty Apps CRM Solutions Design & Branding

3 EXPERT OPINION FROM ACROSS THE GLOBE Kelly Hlavinka, Loyalty Specialist Mastering the Balance between Brand Loyalty & Payment Tender Loyalty Whether you are a retailer that issues a store credit card or petrol company encouraging mobile payments for purchases you know that balancing the priority of brand-wide, customer-focused loyalty initiatives with a drive to incent payment tender adoption is becoming a bigger challenge in India. We can learn from the design frameworks and results from program operators in North America to navigate this fine line. This session will explore: The persistent paradox that continues to vex many North American retailers and their credit & preferred tender issuing partners Examples in practice where the right balance has been executed A proven framework for success 2-3 shielded case studies on the positive ROI & preferred tender adoption impact that framework can drive. Michael Leander, Marketing speaker - Trainer - Consultant - Board Member, Michael Leander Company Loyalty, it s personal! Five things you must master to earn customer for life! Why your approach to marketing communication must change now! How new ways of progressive profiling can triple response rates Why listening and responding to your customers proactively is mandatory Pascal Lejolif, Sr. Gamification Manager, Playbasis Using Gamification to Motivate and Drive Human Behavior. Gamification is a great way to motivate and drive the human behavior, through 3 main steps: Attract users' attention Motivate & engage them by enhancing the user experience Close the loop by using loyalty to let them come back. Dr. Toa Charm, Founder & Chairperson, BI, Big Data SIG, Hong Kong Computer Society Grow and Sustain Your Business with Big Data Innovation Dr Toa Charm would cover the below points in his presentation. Explore a number of innovative business models and examples on how to monetize big data Analyze the pros and cons of these business models Explain the changes that you need to make in order to create and leverage on these business models to grow and sustain your business Chris J Reed, Global CEO & Founder, Black Marketing 10 Top Tips for How to Use LinkedIn (and some for what not to do) Learn from an Official LinkedIn Power Profile on how to use LinkedIn for any business purpose... How to enhance your personal brand on LinkedIn How to get headhunted How to blog and become a thought leader on LinkedIn How to enhance your employer branding and employee engagement on LinkedIn How to create a content marketing plan on LinkedIn How to engage through a LinkedIn company page How to message to find investors/clients/ partners/employees on LinkedIn How to achieve anything you wish on LinkedIn in a business context Acacia Leroy, Trend Strategist, TrendWatching Asia Pacific Trend - Driven Innovation Workshop In today s competitive landscape, how can you go beyond delivering products and services that your customers want, to gaining consumer loyalty for your brand and business? Trend-driven Innovation offers a fresh approach to understanding consumers, as well as a new method for developing ideas that will resonate with your target audience. In this interactive session, participants will work through the Consumer Trend Canvas, an in-house tool developed by TrendWatching. Unpack the latest consumer trends, perform a step-by-step analysis using the Canvas, and ultimately, use the insights to launch innovations that will drive consumer loyalty for your brand. Learn more about how you can apply these workshop tools back in your organisation to start a new innovation culture from within!

4 08:30 am - 09:30 am : Registration & Tea / Coffee AGENDA - DAY 1 : 3RD FEBRUARY :30 am - 09:40 am : Lamp Lighting Ceremony & Welcome Note 09:40 am - 10:40 am : Keynote of the Day 10:40 am - 11:10 am : Tea / Coffee & Networking Break 11:10 am - 12:45 pm : Panel Discussion Track Articulate a Clean, Clear, Consistent Brand Story to Encourage Consumers to Live the Brand 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 12:45 pm - 01:45 pm : Lunch & Networking Break 01:45 PM - 04:15 PM : BREAKAWAY TRACKS TRACK A 01:45 pm - 03:00 pm : Panel Discussion Track The Millennial Mind : How Content, Social and Digital Media Drive Brand Loyalty 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 03:00 pm - 04:15 pm : Panel Discussion Track The Third Age Of Marketing Technology - How IoT Gives Products A Voice 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.

5 TRACK B 01:45 pm - 03:55 pm : Workshop on Consumer Trend Canvas Trend - Driven Innovation 03:00 pm - 04:15 pm : Panel Discussion Track New Frontier in Loyalty : Why Non-traditional Industries are Now Embracing Loyalty as a Competitive Differentiator & Critical Tools for Growing their Business by Building Consumer Advocacy 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. 04:15 pm - 04:45 pm : Tea / Coffee & Networking Break 04:45 pm - 06:15 pm : Panel Discussion Track Loyalty is the New Black : The Why and How of Customer Engagement 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 07:00 pm onwards : 9th Loyalty Awards Associate Partners Session Partner

6 08:30 am - 09:30 am : Registration & Tea / Coffee AGENDA - DAY 2 : 4TH FEBRUARY :30 am - 09:40 am : Lamp Lighting Ceremony & Welcome Note 09:40 am - 10:40 am : Keynote of the Day 10:40 am - 11:10 am : Tea / Coffee & Networking Break 11:10 am - 12:45 pm : Panel Discussion Track Building an Enterprise Loyalty Strategy : Methods, Tools, & Best - Practices 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. 12:45 pm - 01:45 pm : Lunch & Networking Break 01:45 PM - 04:15 PM : BREAKAWAY TRACKS TRACK A 01:45 pm - 03:00 pm : Workshop on Customer Experience Customer Journey Mapping as a Tool - Strategy to Innovation & Scaling the Customer Base. 03:00 pm - 04:00 pm : Workshop on Gamification Using Gamification to Motivate and Drive Human Behavior TRACK B 01:45 pm - 02:30 pm : Case Study on Etisalat Loyalty Program 02:30 pm - 04:00 pm : 'Mobile / Social first - Prioritizing Above Omnichannel and Harnessing the Full Power of Mobile / Social to Engage Customers and Drive Loyalty 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 04:00 pm - 04:30 pm : Tea / Coffee & Networking Break 04:30 pm - 05:45 pm : Panel Discussion Track Creating the Ultimate Customer Experience through the Convergence of Loyalty and CRM 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

7 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 05:45 pm : Summit Adjourns EXPERTS Bijaei Jayaraj Loylty Rewardz Mngt Pvt. V. Kishan Rao Ultra Tech Cement Manmeet Vohra TATA Starbucks Pvt. Rishi Sharma Grasim Industries Aditya Birla Group Ashok MS Accentiv India Dhanashree Sant JWT India Amit Madhan Thomas Cook India Meheriar Patel The MobileStore Sarthak Seth Panasonic India Kartik Jain HDFC Bank Sourabh Mishra Bates CHI & Partners India Praphul Misra NetCarrots.com Pvt. Siddharth Banerjee Vodafone Shivaraj Subramaniam Madura Fashion & Lifestyle Prem Sherin Ambuja Cement Prasenjit Sengupta Volkswagen Ritu Gupta Dell India Pvt. Adnan Idrees Etisalat Kamal Bajwa Tata Sky Uma Talreja Raymond Kushal Sanghvi Reliance Entertainment Rahul Rana PAYBACK India Amit Sinha Roy Tata Communications Vikas Choudhury AIMIA Inc Anil V Pillai Terragni Consulting Pvt. Parvez Amin Jaquar & Co. Pvt. Chinmai Sharma Taj Hotels Resorts & Palaces Amitabh Tapadar Bajaj Electricals Arvind R P Marico Kaya Enterprise S Swaminathan Hansa Customer Equity Pvt. Gulbahar Taurani Philips Electronics India Madhu Joshi Accor Hotels Manish Dureja Jet Privilege Pvt. Jitendranath Patri Vikas Prabhu Future Lifestyle ESSAR Group & Fashion K V Anand Flipkart.com Avinash Jhangiani Omnicom Media Group Anuradha Bose Shopper s Stop Rajdeep Chatterjee Microsoft Mobile Devices Group India Nidhi Bhasin Flipkart.com Amit Purohit Reliance Capital Asset Management Rajat Mehta Yes Bank Brijesh Patel Dr. Reddy's Laboratories Anupam Dixit Twitter Avinash Joshi Reliance Jio Infocomm Sandeep Kulhalli Titan Company Vinay Bhatia Future Group Shalini Rao Marketing Consultant Pankaj Parihar Godrej Industries Vishal Dhale Birla Sunlife Insurance Co. Laxman Murugappan Academy of Customer Experience Anika Agarwal Max Bupa Health Insurance

8 ABOUT CUSTOMER EXPERIENCE SUMMIT Customer experience is the last remaining competitive differentiator in an increasingly commoditized marketplace where products are often commoditized. As the importance of customer experience has exploded, everyone s role in the organization has transformed. We all face a new reality as we drive customer centricity and deliver value to the business. 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. AGENDA - DAY 2 : 4TH FEBRUARY :00 am - 09:15 am : Registration with Tea / Coffee 09:15 am - 09:30 am : Welcome note by the Chairperson of the event 09:30 am - 10:30 am : Keynote of the Day Silver Partner 10:30 am - 11:00 am : Tea / Coffee & Networking Break 11:00 am - 12:30 pm : Panel Discussion Track Connect Emotionally with Your Customers : Real Loyalty Linking customer channels and touch - points Creating the best understanding of the customer and the customer s context Provide social collaboration capabilities Drive right - time interactions and engagement Use behavioural customer data for real - time decisions Advance loyalty management capabilities Brand loyalty for higher lifetime value and brand advocacy 12:30 pm - 01:00 pm : Case Study Slot 01:00 pm - 01:45 pm : Lunch & Networking Break 01:45 pm - 02:45 pm : Panel Discussion Track The Next Frontier : Developing a Digital Customer Experience Roadmap that Aligns your Company s CEM Strategy with your Company s Digital Strategy Investing in the digital lifecycle and transforming customer experience Digital disruption or digital ambition? How to integrate your platforms to support your customer operations strategy Creating a cross channel digital experience Investigating the impact of e-commerce on customer experience The future of CEM : Debating the digital influence on your CEM destiny Does the secret to customer experience failures stem from over - promising and under - delivering 02:45 pm - 03:45 pm : Panel Discussion Track What s The Secret To Happy Customers? CX Strategies to Create the Ultimate Experience Connect the dots : Managing the customer experience at every touch point Leveraging social media to create strong relationships with existing and potential customers

9 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 03:45 pm - 04:30 pm : Tea / Coffee & Networking Break 04:30 pm - 05:45 pm : Panel Discussion Track Creating the Ultimate Customer Experience through the Convergence of Loyalty and CRM 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 06:00 pm : Summit Adjourns EXPERTS Nandan Srivastava Union Bank of India Amandeep Singh Munial Ebay India Pvt. Acacia Leroy TrendWatching Asia Pacific Priya Kehair Axis Bank Rajesh Krishnan TeamLease Services Chandan Chhabra OLX India Pvt. Anil V Pillai Terragni Consulting Pvt. Ankush Ahuja Liberty Videocon Insurance Co. Gaurav Bhatnagar Hindustan Unilever Sujit Paul Mahindra Holidays & Resorts India Rajesh Narayan Maersk Line India Pvt. Loveena Khatwani Edelweiss Capital Nisheed Sathyanathan Future Retail Subhash Dhyani ICICI Securities Saurabh Singh ICICI Bank Rekha Nair GVK - Mumbai International Airport Kainaaz Chichgur L&T General Insurance Co. Sarbani Sengupta DHL Express India Pvt. Dharmendra Mishra Mahindra Two Wheeler Nitin Saini Mondelēz International Prakash Shukla Tata Teleservices Jessy Dsouza UTI MF Neeti Chaand Vadhera Tata Sky Alok Kumar Aircel Rajalakshmi Vijay Flipkart

10 Presents Industry Specific Categories Loyalty Program in Retail Sector Large / Multi Brand Format Single / Specialty Format Loyalty Program in Financial Sector Banking Non Banking Loyalty Program in Auto Loyalty Program in B2B Sector Loyalty Program in Service Sector Innovation in Loyalty Categories Social Media to Enhance Loyalty Technology in a Loyalty Program Innovation in Loyalty Marketing Client Agency Idea Organisational Categories CSR Initiative Linked to Loyalty Experiential & Innovative Media Promotional / Shopper Marketing Campaign Reward Program Gamification to Enhance Loyalty Partnership in a Loyalty Program Channel Loyalty Program Customer and Data Analytics in Loyalty Program Direct Marketing Campaign Customer Centric Employee Engagement Customer Centric Company Crème De Le Crème Categories Champion of Champions Loyalty / CRM Program Loyalty Team Organisational Categories 3 rd February 2016, Taj Lands End, Mumbai Customer Experience Award (Industry Specific) Customer Experience Technology Award Employee Engagement Practices Award Great Place to Work Award Customer Experience Transformation Innovation in Customer Experience Innovation In Customer insights Contact Centre Award Customer Experience Service Provider Customer Experience Consultancy Individual / Team Categories Experience Customer Awards Customer Experience Professional (Industry Specific) Customer Experience Team (Industry Specific) Crème - De - Le - Crème Categories Customer Experience Leader (Overall) Customer Experience Team (Overall)

11 2016 ATTENDEE COMPANIES Nothing is Pointless

12 For Speaker Opportunity / Sponsorship / Registrations Contact : Registration Cost ` 25,000/- + Service Tax LOYALTY SUMMIT BHUMIKA : bhumika@kamikaze.co.in CUSTOMER EXPERIENCE SUMMIT ADITEE : aditee@kamikaze.co.in Registration Cost ` 12,000/- + Service Tax Host Partner Conceived & Managed by Kshitij, 103 1st Floor, Veera Desai Road, Opposite Andheri Sports Complex, Andheri (W), Mumbai /