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05 - 06 February 2019, Taj Lands End, Mumbai


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.

Leading The Service-Focused Culture facilitates your senior leadership team in building the alignment needed to embrace a common service vision – and then take the actions required to make that vision a reality.

In this hands-on session, participants review the culture-building activities currently in use in the organization; identify opportunities for new service initiatives; learn best practices for becoming a service-focused culture and commit to taking action to align and strengthen the service focus.

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.
  • Communicating the vision effectively with all service providers.
  • Creating the alignment and service commitment to help cross functional teams communicate more effectively with each other and within their own departments.
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.
  • Align the culture building activities currently in use throughout your organization.
  • Identify opportunities for new culture building initiatives, upgrades and improvements.
  • Prioritize activities and develop practical action plans for best results.

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

  • 350 +


  • 100 +


  • 90 +

    Award Categories

  • 300 +

    Award Nominations


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

Co-Located Events

Speakers - 2018


Don Peppers

Best Selling Author, Blogger & Widely Acclaimed Keynote Speaker

Sallie Burnett

Customer Insight Group, Inc.


M. N. Srinivasu

Loylty Rewardz Mngt Pvt. Ltd.


Sunil Raina

Chief Marketing Officer
Lava International Ltd.


Manish Dureja

Jet Privilege Pvt. Ltd.


Rajamani Subramanian

Head - Analytics Aftersales
Tata Motors Ltd.


Dr. Karthik Anantharaman

Head - Business (Metabolics)
Biocon Ltd.


Arvind R P

VP - Marketing
Marico Kaya Ltd.


  • Day 1 | 01 February, 2018
  • Day 2 | 02 February, 2018
  • 2019 Agenda Coming Soon...
08.00 AM - 09.15 AM

Registrations over breakfast/tea

09.15 AM – 09.20 AM
Welcome note

Welcome note & Lamp lighting ceremony

09.30 am – 10.00 am
Keynote by Don Peppers

Theme: Human to the Max: Maximizing Customer Loyalty in an Automated World

Most companies treat automation primarily as a cost-reduction tool. But while the cost and efficiency of providing human interactions are easier to measure than the benefits, engaging customers and connecting with them emotionally can be a truly powerful mechanism for improving customer loyalty and ensuring competitive success. In this keynote, Don Peppers will discuss:

  • What it means to deliver the kind of customer experience that turns customers into loyal advocates, and
  • How to measure the benefits
10.00 am – 10.15 am
Individual Presentation

Theme: Customer Experience - Walking the Talk with Customers

10.15 am – 10.35 am
Tea / coffee & networking break
10.35 am – 11.45 am
Panel Discussion

Theme: A Well-Designed Loyalty Strategy Gives you the Power to Turn your Best Customers into Life-Long Brand Advocates

  • Young successful loyalty programs - key drivers & learnings taken away from the mistakes
  • How to build differentiating loyalty programs and run them in parallel in a highly competitive environment
  • Innovative and targeted loyalty programs making a long-term bond with the customer
  • How to leverage digital data analytics across brands, and how to develop the customer base across brands
  • Core growth imperatives of today's marketing to build brands in the long run
  • Customer retention and loyalty as the top business growth priority
  • How to design a profitable customer experience
  • Social media & their contribution to the brand identity
11.45 AM – 01.00 PM
Panel Discussion

Theme: Marketing in a Conversational World: How to Get Discovered, Delight Your Customers and Earn the Conversion

  • The relationship between digital optimisation & customer experience
  • Identifying and setting strategy goals - what do you want to achieve and by when
  • Ingredients of a digital platform - content & data – to drive personalized, relevant and real time experiences
  • Understanding who your customers are and identifying the best channels to reach them
  • Glimpses of the future - how the latest technologies and strategies are revolutionising global consumer behaviours
  • Digital content strategy - objectives, kpi's and feedback to refine the marketing mix
  • Leveraging data-driven customer innovation to stay one step ahead of disruption
1.00 PM – 1.45 PM
Lunch & networking break
01.45 PM – 03.30 PM
Panel Discussion

Theme: Impulses and Mechanisms Stimulating Consumer Behavior

  • Do loyalty programs build consumer loyalty?
  • Can knowledge of consumer psychology help in building loyalty
  • Psychology of persuasion - can the consumer be persuaded to change his attitudes and behaviors
  • Behavioral economics, meaning what is our current state of knowledge about the ways and mechanisms of influencing consumers
  • The most important rules and ways of influencing the consumers
  • What new changes are anticipated in consumer behavior
  • Discuss the must-have ingredients to make the most of your influencer relationships, and how influencer content can be a secret weapon amidst concerns regarding "brand safe" advertising
03.30 pm – 04.00 pm
Individual Presentation

Theme: Role of Blockchain In Loyalty Sector

4.00 PM – 4.30 PM
Tea / coffee & networking break
04.30 pm – 06.15 pm
A Don Peppers Master Class

Theme: Swim with the Bots: Using Technology to Deliver Humanity in Your Customer Experience

Siri, Alexa, OK Google, Cortana, Watson. AI, IoT, blockchain, and everything-as-a service. Increasing technological capabilities and ubiquitous connectivity are rapidly supplanting human capabilities, and yet… Competitive success for a business depends entirely on developing loyal and engaged customers, and customers are human beings. Humans don't empathize with machines, they empathize with other humans. You can't hurt a machine’s feelings, but to succeed as a business you must be capable of feeling your customer's hurt. In this Master Class, Don Peppers will teach us how to:

  • Automate the customer experience to make it frictionless, while humanizing our relationship with the customer to improve trust, engagement, and loyalty;
  • Develop an emotionally compelling sense of purpose within our organization, so we can deal with disruption and enable innovation;
  • Use data and analytics not to supplant human judgment but to augment it, while accelerating the rate of machine learning, as well; and
  • Create a resilient, self-organizing business with little or no need of top-down direction, so we can compete in real time in the zero-latency world of the 21st Century.
7.00 PM Onwards
11th Customer Loyalty Awards
08:00 am - 09:15 am
Registrations over breakfast/tea
09:15 am - 09:30 am
Welcome Note
09.30 am – 10.30 am
Keynote by

Theme: The Journey Matters More than the Destination

10:30 am - 11:00 am
Tea / coffee & networking break
11.00 am – 11.15 am
Individual Presentation

Theme: Connecting the Social Sector with Loyalty – Points for People

11.15 am – 12.40 pm
Panel Discussion

Theme: Loyalty and Brand Experience

  • Innovating loyalty & Journeys through digital interactions
  • Reaching your audience: context marketing to supercharge loyalty
  • How to create relevant brand experiences that drive business results
  • Reimagining CX & brand experience in the connected age
  • Building trust & co-shaping brand experiences
  • Customer value optimization as the best brand loyalty strategy
  • Enhancing brand experience with a winning social strategy
12.40 pm – 01.10 pm
White Paper Presentation

Theme: Loyalty in India – Today & Tomorrow

01.10 pm – 02.00 pm
Lunch & networking break
02.00 pm – 03.00 pm
Panel Discussion

Theme: Achieving Ultimate Customer Devotion through the Sophisticated Blend of RFM, Segmentation and Data Analytic Strategies

  • How do you drive loyalty in live and digital environments?
  • Understanding what the relationship is between impulsivity and loyalty and how you can measure, analyze and react to each behavior in order to drive high-velocity growth
  • Identifying highly effective strategies around propensity modeling that help drive customer behavior
  • Avoiding the "Creep Factor": When does your marketing message move from predictive to stalking
  • What are the hidden dangers of over relying on predictive analytics
03.00 pm – 04.00 pm
Panel Discussion

Theme: Unleash the Power of Innovation to Lead a Customer-Centric Business

  • People based strategies which deliver highly personalized, valuable and unique brand engagements at the appropriate time
  • CMO role redefined and CMO-CIO collaboration
  • Social media listening - following your customers across multiple channels; Personalization and knowing what your customers want before they realize it themselves
  • Analytics - Data-driven marketing, visualization and other tactics to make sense of the sea of data
  • Mobile innovation. loyalty & retention using mobile, mobile incentives & rewards
  • Customer relationship management and its place in the marketing cloud
  • What to expect over the next few years, as the changing consumer profile drives and shapes enterprise loyalty innovation
  • Customers as advocates: how your customers can drive innovation that delivers growth
04.00 pm – 04.30 pm
Tea / coffee & networking break
04.30pm – 05.45 pm
Panel Discussion

Theme: Keeping the Customer at the Heart of your Insight Strategy

  • Evaluating what your ultimate aim for your customer insight strategy is and why you should be aiming for a customer-centric focus through your data analytics
  • Gaining a competitive advantage within your industry by putting your customer at the heart of everything you do
  • Looking at your current business functions and how they relate to your insight strategy to assess how they can support your customer focused insight & analytics goals
  • Effectively transforming your customer journeys through your customer insights to ensure a complete and comprehensive digital customer experience
  • Improving the customer experience through a customer-centric approach to insights and analytics
  • Optimizing the data collection and analytics process focusing on customer interest
  • Outlining the outcomes and aims for the data and how they can support your operational strategies
05:45 pm
Conference Adjourns
Download 2018 Agenda

Jury Members

Bijaei Jayaraj

Founder & CEO

Global Tech Consumer Product Company

Deepali Naair

Non Executive Board Member

IIFL Wealth Finance Ltd.

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

Please select the category and fill the form below.

Industry Specific Categories

Innovation in Loyalty Categories

Organisational Categories

Crème - De - Le -Crème Categories

Awards Registration

**Once you submit the form you will get the detailed step-by-step procedure of the nomination process with cost of nomination via email. One of us would also get in touch with you soon on the same.

Partners 2018

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