11th Customer Loyalty Summit

Keynote by Don Peppers

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.

Don Peppers Master Class

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.

The Journey Matters More than the Destination

The journey to improving customer loyalty matters more than the goal itself. As marketers take their eyes off the prize and value the journey, they develop a deeper understanding of the customer relationship and build both behavioral and emotional loyalty.

In this keynote, Sallie Burnett will address:

What it means to create a pragmatic approach to building customer loyalty so the value generated from the journey far exceeds the goal itself.

See how and why others have already succeeded, what doesn't work, and - more importantly - what does work.

Best Loyalty Program in Retail Sector - Large / Multi – Brand Format

Shoppers Stop Ltd.

Best Loyalty Program in Retail Sector - Single / Specialty Format

Westside

Best Loyalty Program in Financial Sector - Banking

SBI Rewardz
Axis Bank Ltd.

Best Loyalty Program in Financial Sector – Non Banking

SBI Card
Aditya Birla Capital Ltd.

Best Loyalty Program in B2B Sector

Aditya Birla Sun Life Mutual Fund - Channel Loyalty Program - "Privilege Club"
Hindustan Petroleum Corporation Limited
Syngenta India Limited – "Pragati Program"

Best Loyalty Program in Service Sector

Lemon Tree Hotels

Best Loyalty Program in Auto Sector

Mahindra & Mahindra Ltd. (Automotive Division)
Tata Motors Champion Program

Best Loyalty Program in Oil & Gas Sector

Indian Oil Corporation Ltd.

Best Use of Relationship Marketing in a Loyalty Program – B2B

Charminar UNNATI, HIL Ltd.
Aditya Birla Sun Life Mutual Fund - Channel Loyalty Program - "Privilege Club"

Best Use of Social Media to Enhance Loyalty

Aditya Birla Fashion And Retail Ltd. – PANTALOONS

Best Use of Mobile in a Loyalty Program

IndoAsian

Best Use of Data Analytics in Business Intelligence

Raymond Rewards
Max Get More by Loylty Rewardz

Best Use of Customer and Data Analytics in Loyalty Program

Mobiquest
Shoppers Stop Ltd.
Kaya Ltd.

Best Use of Data Analytics in Predictive Modelling

Godrej Consumer Products Ltd.
Jet Privilege Pvt. Ltd. (Hotel Lookalike Campaign)

Best Use of Experiential / Live Marketing in a Loyalty Program

Cipla Health Ltd.
Birla Cellulose - Grasim Industries Ltd.
Rewardport for Reliance Retail

Best Use of Relationship Marketing in a Loyalty Program – B2C

Portea

Best Use of Technology in a Loyalty Program

Best Use of Technology in a Loyalty Program
Legrand

Best Regional Loyalty Marketing Campaign

Aditya Birla Fashion And Retail Ltd. – PANTALOONS

Best Use of Innovation in Loyalty Marketing

Shoppers Stop Ltd.
Jet Privilege Pvt. Ltd.

Best Use of Brand Advocacy /Influencer Campaign

Mahindra & Mahindra – Farm Division
SHELL LUBRICANTS - ADVOCACY CIRCLE

Best Use of Contests / Promotions in a Loyalty Program

Jet Privilege Pvt. Ltd. - JPMiles Back / Redemption Re-Marketing
Jet Privilege Pvt. Ltd. - Jet Airways ICICI Bank International Spends Campaign
Tata Motors Guru Program

Best Promotional / Shopper Marketing Campaign

Jet Privilege Pvt. Ltd.
Dish TV India Ltd.

Best Card Based Loyalty Program

The Lalit Loyalty
PAYBACK

Best Channel Loyalty Program

Dr. Reddy's Laboratories Ltd.
DuPont Pioneer

Best CRM Program

The Future Group
HDFC Life

Best Use of Gamification to Enhance Loyalty

Jet Privilege Pvt. Ltd.

Best Use of Partnership in a Loyalty Program

PAYBACK