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05 - 06 February 2019, Taj Lands End, Mumbai


400 +


125 +


350 +

Award Nominations

Ron Kaufman's Leadership Keynote

Leading the Service-Focused Culture : Creating Superior Service from the C-Suite

Speech Description

A superior service culture does not happen by accident but instead requires committed managers willing to walk their talk – and motivated staff inspired to deliver on-the-spot service daily. But beyond this, the driving force of a service-focused culture is a group of inspired leaders who are convinced of, and committed to, the long-term value of Uplifting Service...

Key Learning Points

  • Best practices for engaging everyone from the top down in a continuous cascade of positive actions for Uplifting Service culture.
  • Quantifying benefits of a service culture in terms of customer experience, competitive positioning, talent development and business results.
  • Choosing compelling language to create an engaging service vision.

400 +


125 +


350 +

Award Nominations

Ron Kaufman's Workshop

The Service Leadership Workshop
Build an Uplifting Service Culture for Sustainable Competitive Advantage

A senior level workshop with Ron Kaufman to align your team and commit for immediate action!

Key Learning Points

  • Discover the fundamental service principles to raise service levels and improve customer experience at every point of contact.
  • Take away proven strategies, best practices, guidelines and techniques to build and reinforce an Uplifting Service culture in 12 essential areas.

Who should attend

This highly interactive workshop enables your top management team to embrace a common service vision, review the culture building activities in your organization, identify opportunities for improvement and prioritize action plans. Put your top team through this workshop and learn how to build an Uplifting Service culture for sustainable competitive advantage.


Discover 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 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 400+ senior level loyalty and CRM executives who will come together to showcase innovation in customer engagement, analytics, and experience.

Diamond Partner

  • brand

Platinum Partner

  • brand
  • 400 +


  • 125 +


  • 90 +

    Award Categories

  • 350 +

    Award Nominations


To Know About Agenda | Speakers | Jury Members | Award Categories & Sponsors

Co-Located Events

Speakers - 2019


Ron Kaufman

Keynote Speaker &
Workshop Presenter

Charles Ehredt

CEO & Co-Founder
Currency Alliance
Amresh Acharya

Amresh Acharya

Loylty Rewardz Mngt Pvt. Ltd.

Brian Almeida

MD & Partner
Strategic Caravan International Pvt. Ltd.


  • Day 1 | 05 February, 2019
  • Day 2 | 06 February, 2019

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OR contact below
08.00 AM - 09.15 AM

Registrations over breakfast/tea

09.15 AM – 09.20 AM
Welcome note by

Mr. Amresh Acharya, MD & CEO, Loylty Rewardz Mngt Pvt. Ltd.

09.20 am – 10.15 am
Keynote by Ron Kaufman

Theme: Leading The Service-Focused Culture: Creating Superior Service From The C-Suite

10.15 am – 10.30 am
Individual Presentation

Theme: CX - Establishing an Emotional Connection with Customers

  • Mr. Vinod Chandramouli, Global Presales Head, Freshworks

10.30 am - 11.00 am
Tea / coffee & networking break
11.00 am - 12.00 pm
Panel Discussion

Theme: Evolving Loyalty: How Brands Are Building Loyalty While The Marketing World Continues To Shift

  • Mr. Manu Dogra, President, NetCarrots Loyalty Services (Moderator)
  • Ms. Archana Kalegaonkar, Head – Marketing, Roche Diabetes Care
  • Mr. Girish J Kalra, SVP - Marketing & Corporate Communication, ICICI Lombard General Insurance Co. Ltd.
  • Mr. Ankit Agarwal, Director – Marketing, Accel Partners
  • Mr. Achint Setia, VP & Head - Marketing Strategy, Research & Digital Marketing, Myntra Designs Pvt. Ltd.
  • Mr. Joy Chakraborty, COO, P D Hinduja Hospital
  • Mr. Saikat Sarkar, Chief – Small Format, Future Consumer Ltd.
  • Ms. Ayoshmita Biswas, Group Head - Marketing & Corp Comm, Piramal Capital & Housing Finance Ltd.
12.00 pm – 01.15 pm
Panel Discussion

Theme: Loyalty Surgery: The Future 'Shape of Things' For Loyalty

  • Mr. Amresh Acharya, MD & CEO, Loylty Rewardz Mngt Pvt. Ltd. (Moderator)
  • Ms. Vani Garg Dixit, VP - Head Loyalty, Axis Bank Ltd.
  • Mr. Soumonath Chatterjee, Director - Loyalty, Customer Experience & Distribution, India & South Asia, Accor Hotels
  • Mr. Manish Chanana, Country Head - Client Servicing, Accentiv India Pvt. Ltd.
01.15 pm – 02.00 pm
Lunch & networking break
02.00 pm – 03.15 pm
Panel Discussion

Theme: Leading Digitally - Examining Leadership, Strategy & Execution Of Digital First Customer Centric Business Models

  • Mr. Shekhar Sharma, VP - Digital Media, GroupM (Moderator)
  • Ms. Sunanda Vats, Former Director, Customer Insights, Fidelity Investments Inc.
  • Ms. Shilpa Desai, GM & Head - Marketing, Cross Sell & Corporate Social Responsibility, Fullerton India Credit Co. Ltd.
  • Ms. Namrita Mahindro, Sr. GM - Digital Transformation, Mahindra & Mahindra Ltd.
  • Mr. Imran Ahmad, Director - E-Commerce & Loyalty, The Lemon Tree Hotel Company
  • Mr. Nitin Bhandari, Head – Digital Business & Digital Partnership APAC, Western Union
  • Mr. Varun Mohan, Head – Digital Revenue, Republic TV
  • Mr. Dhaval Pandya, Head IT - CIO / CDO, JSW Paints Pvt. Ltd.
03.15 pm - 03.45 pm
Case Study

Theme: Role of Non-Core Redemption In Loyalty Programs

  • Mr. Piyush Khandelwal, COO, Loylogic Technologies Ltd.
  • Mr. Vikas Chandak, Head - Strategic Business & Alliances, Jet Privilege Pvt. Ltd.
03.45 pm - 04.15 pm
Individual Presentation

Theme: Changing Loyalty Landscape

  • Mr. Brian Almeida, MD & Partner, Strategic Caravan International Pvt. Ltd.
04.15 pm – 04.45 pm
Tea / coffee & networking break
04.45 pm – 06.15 pm
The Service Leadership Workshop - by Ron Kaufman

Theme: Build An Uplifting Service Culture For Sustainable Competitive Advantage

07.00 PM Onwards
12th Customer Loyalty Awards View Winners...
08.00 am - 09.15 am
Registrations over breakfast/tea
09.15 am - 09.30 am
Overview of Day 1 by
  • Mr. Brian Almeida, MD & Partner, Strategic Caravan International Pvt. Ltd.
09:30 am – 10:15 am
Keynote by Charles Ehredt, CEO & Co-Founder, Currency Alliance

Theme: New Partnership Models For Loyalty Programs

10.15 am – 10.45 am
Tea / coffee & networking break
10.45 am – 11.45 pm
Panel Discussion

Theme: Transactional To Meaningful Customer Relationships: Strategies On Nurturing Loyalty & Retention

  • Ms. Vanita Keswani, Chief Executive Officer, Madison Media (Moderator)
  • Mr. Vipul Oberoi, CMO, India Infoline Finance Ltd.
  • Ms. Ishita Mukherjee, COO, Bharti AXA Life Insurance CO. Ltd.
  • Mr. Varun Rajwade, GM - Loyalty & Analytics, Aditya Birla Fashion & Retail Ltd.
  • Mr. Nazif Tejani, Head – CRM, Bestseller India
  • Ms. Mala Raj, Director, Strategic Caravan International Pvt. Ltd.
  • Ms. Lavanya Nalli, Vice Chairperson, Nalli Group
11.45 am – 12.00 am
Individual Presentation

Theme: Digital Gifting : Going Beyond Traditional Ways to Scale Business

  • Mr. Abhishek Jain, Business Head – Digital Gifting Solutions, Accentiv’ India Pvt. Ltd.
12.00pm – 01.15 pm
Panel Discussion

Theme: Data-Driven Marketing: The New Meaning Of Time

  • Mr. Sanjeev Mittal, Global Head – Data Analytics & Chief Program Officer – Digital Business, Tech Mahindra Ltd. (Moderator)
  • Mr. Sanjay Tiwary, Country Head, Toluna
  • Mr. Sumit Puri, Chief Information Officer, Max Healthcare Ltd.
  • Mr. Nitin Jain, Head - Global Reporting Hub Analytics, Mondelez India Foods Pvt. Ltd.
  • Mr. Anand Bhatia, EVP - Marketing, Analytics & BI, Fino Payments Bank Ltd.
  • Mr. Saurabh Awasthi, Head - Analytics, Cigna TTK Health Insurance Co. Ltd.
  • Ms. Barkha Jaiswal, Head – Business Development, QDegrees Services Pvt. Ltd.
  • Mr. Prabhvir Sahmey, Head - Google Marketing Platform, India, Google
  • Mr. Suyog Kulkarni, Head - Data Analytics, Sharekhan BNP Paribas Financial Services Pvt. Ltd.
01.15 am – 02.00 pm
Lunch & networking break
02.00 pm – 03.00 pm
Panel Discussion

Theme: Connecting The Customer With Your Brand: How To Build A Stronger Brand, Get More Customers, And Activate Your Employees

  • Mr. Saurabh Varma, CMO, Inox Leisure Ltd. (Moderator)
  • Mr. Abhishek Gupta, CMO, Edelweiss Tokio Life Insurance Co. Ltd.
  • Mr. Sandeep Verma, President - Sales & Marketing, Bajaj Corp Ltd.
  • Mr. Abhishek Shetty, Head - Marketing, PR & Loyalty, Celio Future Fashion Pvt. Ltd.
  • Mr. Hardik Shah, Consumer Insights Lead - IMEA Region & Asia, General Mills Ltd.
  • Mr. Piyush Kumar, CMO, Metropolis Healthcare Ltd.
  • Ms. Pooja Krishnani Shah, Head -Multichannel Marketing, MSD Sharp & Dohme GmbH
  • Mr. Vinay Shrivastava, Head - New Business & Digital Strategy, Marico Ltd.
  • Ms. Madhumita Basu, Chief - Sales, Marketing & Innovation, Nuvoco Vistas Corp. Ltd.
03.00 pm – 04.00 pm
Panel Discussion

Theme: Leveraging Predictive Analytics And Artificial Intelligence To Improve Customer Loyalty & Retention

  • Mr. Vivek Zakarde, Head Business Intelligence, Data-ware & Analytics, Reliance General Insurance Co. Ltd. (Moderator)
  • Mr. Vinod G, Head - Risk & Business Intelligence Unit, Tata Motor Finance Ltd.
  • Mr. Dipayan Chakraborty, Senior Director – Analytics, Flipkart
  • Mr. Guruprasad Mandrawadkar, VP & Head - Business Intelligence, Star India Pvt. Ltd.
  • Mr. Salil Kumar, Head - Business Intelligence & Analytics, Reliance Nippon Life Asset Management Ltd.
  • Mr. Tejas Dhabalia, AVP & Head – Marketing, Godrej Nature's Basket Ltd.
  • Mr. Sourav Shah, Head – eCommerce, Trent Ltd.
04.00 pm – 04.15 pm
Tea / coffee & networking break
04.15 pm – 05.30 pm
Panel Discussion

Theme: 'Keys' To Design And Implement A Journey That Leads To Long-Term Customer Loyalty & Enriching Customer Experience

  • Mr. Subramanyam Iyer, Senior Vice President & Head - Customer Experience, DBS Bank Ltd. (Moderator)
  • Ms. Loveena Khatwani, Chief Client Experience Officer, Edelweiss Financial Services Ltd.
  • Mr. Udhav Halgeri, AVP - Insights & Consumer Strategy, Sony Pictures Networks India Pvt. Ltd.
  • Mr. Mahinda Herath, Group Chief Planning & Digital Officer, Sri Lanka Telecom PLC
  • Mr. Sanjay Shedge, Director - Technical Customer Service, APAC, Diversey India
  • Mr. Digamber Bahuguna, Head - Customer Service, A.O. Smith (I) Water Products Pvt. Ltd.
  • Mr. Ranjit Ganguly, Group Head – Business Excellence, Tata Power Ltd.
  • Ms. Ronita Mitra, Founder & Chief Strategist, Brand Eagle Consulting
05:30 pm
Conference Adjourns

Jury Members

Manu Dogra


NetCarrots Loyalty Service

Deepali Naair

Director - Marketing, India & South Asia


Dr. Anil V Pillai


Terragni Consulting Pvt. Ltd.

Darshana Shah

Chief Marketing Officer

Aditya Birla Health Insurance

Yusuf Pachmariwala

SVP & Head - Operations

Tata AIA Life Insurance Co. Ltd.

Uma Talreja

Chief Marketing & Chief Customer Officer

Shoppers Stop

Customer Loyalty Awards - 2019

Partners 2019

Silver Partners

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Associate Partners

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  • brand
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