Customer Loyalty Summit_2015

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  • Day 1 | 04 February, 2015
  • Day 2 | 05 February, 2015
08:30 am - 09:30 am

Registrations over breakfast/tea

09:30 am - 09:40 am
Welcome Note And Lamp Lighting Ceremony
  • Mr. MS Ashok, COO, Accentiv' India
09:40 am - 10:30 am
Keynote of the Day

Theme: Customer Loyalty - The Next Generation Approach

  • Mr. Morris Pentel, Chairman, Customer Experience Foundation
10:30 am - 11:00 am
Tea / coffee & networking break
11:00 am - 12:45 pm
Panel Discussion

Theme: Fostering Consistent and Meaningful Relationships with Customers to Build Loyalty

  • Mr. Vikas Choudhury, Managing Director India & Vice President APAC, AIMIA Inc. (Moderator)
  • Mr. Somesh Chandra, Chief Operations Officer & Chief Quality Officer, Max Bupa Health Insurance
  • Mr. Sanjay Tripathy, Sr. EVP - Head Marketing, Product, Digital & eCommerce, HDFC Life Insurance Co. Ltd.
  • Mr. Sunder Natarajan, Vice President, Customer Retention & Customer Services, Aviva Life Insurance Company
  • Mr. Nitish Tipnis, Director - Marketing & Sales, Hover Automotive India
  • Ms. Sohini Rajola, Sr. VP & Head - Electronic Banking, Axis Bank Ltd.
  • Mr. Vinay Bhatia, Customer Care Associate & Sr. Vice President - Marketing & Loyalty, Shopper's Stop Ltd.
12:45 pm - 01:30 pm
Lunch & networking break

Parallel Breakaway Tracks

TRACK A Multiplying the Power of Experience and Engagement

01:30 pm - 02:45 pm
Panel Discussion

Theme: Making Promise, Keeping Promises: Building Brand and Loyalty Through Customer Experience

  • Mr. Alok Kumar, Chief Service Delivery Officer Aircel Ltd. (Moderator)
  • Mr. Pratekk Agarwaal, Customer Experience Lead - India, Syngenta India Ltd.
  • Ms. Molly Kapoor, Head- Marketing, Birla Sun Life Mutual Fund
  • Ms. Aditi Verma, General Manager, Times Internet
  • Mr. Yusuf Pachmariwala, Vice President - Operations, Tata AIA Life insurance Company Ltd.
02:45 pm - 03:10 pm
Individual Presentation

Theme: Relevance Marketing and Big Data

  • Mr. Hywel Evans, Vice President Analytics & Professional Services, Asia Pacific, AIMIA Inc.
03:10 pm - 03:35 pm
Individual Presentation

Theme: CEM driving Loyalty to Customers

  • Ms. Rupa Sridhar, Vice President - Solutions, Ramyam Intelligence Lab
03.35 pm - 04:00 pm
Individual Presentation

Theme: Loyalty Marketing Trends in 2015

  • Mr. Aditya Bhamidipaty, Co-Founder & CEO, eMart Solutions India Pvt. Ltd.

TRACK B Employee Engagement: Performance = Productivity = Profitability

01:30 pm - 03:00 pm
Panel Discussion

Theme: I Love Transformation : How to Engage your Employees, Embrace Change and Accelerate Result

  • Ms. Anuja Agarwal , Director - Global Head - Employee Engagement, Communications, CSR & Public Affairs, Deutsche Bank (Moderator)
  • Ms. Padmini Mishra, Sr. VP & Global Head - HR Cox & Kings Ltd.
  • Ms. Harlina Sodhi, Sr. VP - Head Employee Engagement, Communication, Diversity, Transformation & Change Management, Reliance Industries Ltd.
  • Mr. Andy Lister, Chief Operating Officer, Grass Roots Group

TRACK C Channel Loyalty & More !!!!

01:30 pm - 01:35 pm
Individual Presentation

Theme: Preamble/Intro to the track

  • Mr. Praphul Misra, CEO, NetCarrots Loyalty Services
01:35 pm - 01:55 pm
Keynote Speech

Theme:DNA of two Iconic Channel Programs

  • Mr. Vivek Agnihotri, Chief Corporate Services Officer, Holcim India
01:55 pm - 02:20 pm
Knowledge Lead Topic

Theme: What do dealers really want?

  • Prof. Amit Mookerjee, Prof IIM Lucknow
02:20 pm - 02:40 pm
Individual Presentation

Theme:Get 'Blue Collared Skilled influencers' become your 'Brand Advocates'

  • Mr. Shashank Pore, Chief Marketing Officer, Polycab Wires Pvt. Ltd.
02:40 pm - 03:40 pm
Panel Discussion

Theme: CHANNEL ENGAGEMENT - Beyond SECS (Schemes, Events, Cakes & Sojourns)

  • Mr. Ashutosh Tiwari, Founder Partner, Cosmos Strategy Consultants LLP (Moderator)
  • Mr. Aditya Atri, Communication and Loyalty Marketing Consultant
  • Mr. Subodh Mehta, Senior Vice President - Sales & Marketing, Godrej Interio
  • Mr. Amit Mookerjee, Prof, IIM Lucknow
03:40 pm to 04:00 pm
Wrap up by
  • Manu Dogra, Executive Director, NetCarrots Loyalty Services
04:00 pm – 04:30 pm
Tea / coffee & networking break
04:30 pm - 06:00 pm
Panel Discussion

Theme: The Future of Loyalty : Data, Customer, Technology

  • Mr. Ashok MS, COO, Accentiv' India (Moderator)
  • Mr. Bidyut Nath, Head - Customer Loyalty & Analytics, Titan Industries Ltd.
  • Mr. Rajit Desai, Partner - Consulting, Analytics & Intelligence, Mindshare
  • Mr. Sudeepta Chaudhuri, Head - BI & Advanced Analytics, AVP, Idea Cellular Ltd.
  • Mr. Shirish Krishna Handa, Sr. Vice President - Marketing & Business Development, Fun Cinemas
  • Mr. Kunal Mehta, Head - IT, Trent Hypermarket Ltd.
  • Ms. Uma Talreja, Chief Marketing Officer, Burger King India Pvt. Ltd.
7.00 PM Onwards
8th Customer Loyalty Awards followed by cocktails, dinner & entertainment
08:30 am - 09:30 am

Registrations over breakfast/tea

09:30 am - 10:00 am
Keynote of the Day

Theme: Transformative customer loyalty - employee engagement as a catalyst for breakout performance

  • Mr. Andrew Beveridge, Business Psychologist and Facilitator, Beveridge Consulting
10:00 am – 11:15 am
Panel Discussion

Theme: The Rise of the Platform Marketer : Connecting CRM, Big Data, and Multichannel Customer Engagement to Enhance Profitability

  • Ms. Deepali Naair, Chief Marketing Officer, Mahindra Holidays (Moderator)
  • Ms. Shivani Suri Dhanda, Head Marketing, eBay India
  • Ms. Kamal Bajwa, Chief Customer Operations Officer, Tata Sky Ltd.
  • Mr. Ajay Nambiar, Chief Service Officer, Emaar MGF Land Ltd.
  • Mr. Mufazzal Arif, AVP - Analytical Marketing, HDFC Bank
  • Mr. Vivek Gangwar, National Head of Customer Service & Retail, Reliance Communications Ltd.
  • Mr. Mahadevan Shankaran Iyer, Sr. VP - Customer Loyalty & Analytics, LIFESTYLE International Pvt. Ltd.
  • Mr. Rahul Rana, Managing Director & Chief Executive Officer, Payback India
  • Mr. Gaurav Magotra, Sr. Vice President, OgilvyOne Worldwide
11:15 am – 11:35 am
Tea / coffee & networking break
11:35 am – 12:00 pm
Individual Presentation

Theme: What are your customers really worth?

  • Ms. Sonia Khurana, Sr. VP & Head of Customer Engagement, OgilvyOne Worldwide
12:00 pm – 01:00 pm
Social Media Trainathon

Theme: The Social Business: How your whole business can be involved to make social media a powerful loyalty tool

  • Ms. Kate vanderVoort, Founder & CEO, Social Mediology
01:00 pm – 01:45 pm
Lunch & Networking Break

Parallel Breakaway Tracks

TRACK A MagiK - Data + Technology + Creativity

01:45 pm – 02:45 pm
Panel Discussion

Theme: How Big and Deep Data can Enhance Loyalty Strategy and Enable Brands to Achieve their Long Term Goals

  • Mr. S. Swaminathan, Co – Founder & CEO, Hansa Cequity (Moderator)
  • Ms. Harmeet Kaur, Vice President – Marketing, DishTv India Ltd.
  • Mr. Sanjaya Sarangi, VP Technology & Product Innovation, eMart Solutions India Pvt. Ltd.
  • Dr. Kavita K M, Professor - Operations & Analytics at Management School, WE School
  • Mr. Madhav Nene, Sr. General Manager – Marketing Services, Mahindra & Mahindra

02:45 pm – 03:10 pm
Individual Presentations

Theme: Improving Customer Loyalty – Harnessing the Power of Analytics

  • Mr. Krishnakumar Ramasubramanian, Corporate Vice President - Head of Business Performance Management & Analytics, Max Life Insurance

03:10 pm – 03:35 pm
Individual Presentations

Theme: Your Companies Competitive Advantage : Data Analytics

  • Mr. Robin Jose, Vice President and Head - Big Data Analytics, Reliance Jio Infocomm Ltd.

03:35 pm – 04:00 pm
Individual Presentations

Theme: Beyond the Behavior - how new data sources can lift your program.

  • Mr. Sandeep Mittal, Managing Director, Cartesian Consulting Pvt. Ltd.

TRACK B Interactive Workshop & Presentations

01:45 pm – 03:10 pm
Workshop on Gamification

Theme: Loyalty by Design

  • Ms Marigo Raftopoulos, Director Strategic GamesLab & Partner, Enterprise Gamification Consultancy

03:10 pm – 03:35 pm
Individual Presentations

Theme: Customer Loyalty - A right brain perspective

  • Mr. Ram N, COO, Direxions Marketing Solutions

03:35 pm – 04:00 pm
Individual Presentations

Theme: Gamification and Customer Experience - Setting up for success

  • Mr. Ravi Bhamidipati, Cofounder, WorXogo
04:0 pm - 04:30 pm
Tea / coffee & networking break
04:30 pm - 05:45 pm
Panel Discussion

Theme: Loyalty - Marketing trends for the 21st century

  • Mr. Andrew Beveridge, Business Psychologist and Facilitator, Beveridge Consulting (Moderator)
  • Ms. Morris Pentel, Chairman, Customer Experience Foundation
  • Mr. Bijaei Jayaraj, Founder & Chief Executive Officer, Loylty Rewardz Mngt Pvt. Ltd.
  • Mr. Girish Khare, Consultant - Marketing, Grassroots India
  • Mr. Upendra Namburi, VP – Strategic Planning & Business Management, SBI Cards
  • Mr. Vikas Mehta, Chief Marketing Officer, Lowe Lintas & Partners
05:45 pm
Conference Adjourns

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