• The Customer Fest Show - 13th Edition

    5th & 6th February, 2020 | Taj Lands End, Mumbai
  • Celebrating the CUSTOMER!!!

    The oldest and biggest gathering of senior professionals from across B2B & B2C sectors
  • The CFEST Awards

    90+ Awards Categories | 350+ Award Nominations

Celebrating the People, Technology, Ideas & Innovations that are literally transforming the way businesses make & keep customers

In today's globally inter-connected and flat world, organizations deal with many generations of consumers, each with distinct needs, preferences, attitudes and behaviors - a situation that history has never witnessed before. Gen Z, Gen Y or the Millennials, Gen X and the 'Silver Generation' have different characteristics that drive their choices.

Rising incomes in the hands of a young population, a growing economy, expansion in the availability of products and services, rapid changes in technology and new business models enable today's Indian customers to interact deeply with brands. Digitization has made it easier for companies to reach audiences and engage consumers in unique and personalised ways.

Against this background, The Customer FEST Show will examine some of these changes and look at new strategies required to stay relevant. The 2 day event has four tracks and close to 120+ speakers contribute through their experience across streamed sessions. Like the past 2 editions 400+ delegates would attend the show which would also feature an Exhibition with on-floor sessions running parallel to the featured tracks of each day. The 2020 edition would unveil an 'All New Format' for the show with new tracks, on floor seminars, exhibition, deep dive round tables and much more. Customer expectations are evolving at a rapid pace, and organizations of all kinds must also change in order to avoid being left behind. At The Customer FEST Show 2020, you can join your peers to learn, share, and celebrate the new and innovative ways customer service technologies are changing the way business is done. See where the world of customer is going, and how to get there first.


Connect with like-minded professionals to learn about technologies and business strategies. Use this opportunity to network with your peers and learn from their successes and failures.


The Customer FEST Show attracts the best and the brightest that the industry has to offer. Hear from the leading analysts and brands in the world, innovative startups, and leading practitioners and executives from all types of unique organizations.


The top technologies and solutions for all of your customer needs are on display in our Customer Solutions Expo. Take this opportunity to be dazzled by new tech, where you can efficiently compare and contrast solutions in this unique, one-of-a-kind environment.

Deep Dives & On-Floor Sessions

Interactive round tables each with a topic and delegates can choose to sit in any of these deep dive sessions. There would be 1 person co-ordinating for the entire group on each of these tables. On-floor sessions would be held in an area designated in the pre-function area in close proximity to the exhibitors. These would be free to attend for pre-registered delegates.

Find Your Tribe & Learn from Them

The Customer FEST Show, is the number one annual gathering place for the "who's who" of customer loyalty, customer experience, customer service, CRM, data analytics and customer engagement experts and practitioners. Attendees, speakers, and sponsors at The Customer FEST Show meet once a year to help build, develop, and educate a market. Nowhere else will you get this opportunity to network with your peers and learn from the leaders and innovators in the field.

Co-located Events

The Big Shift Is On

The world is changing. Customers are more demanding. Customer loyalty is decreasing. New technologies are emerging. And the pressure is on for share of the customer - attracting them, keeping them, seducing them. An awesome customer experience can be your most potent differentiator. Customer Experience has shifted from being a marketing tactic to being a core strategic business function. Technology is the essential tool and enabler of this shift, which is why we are hosting the entire show in a new format.

2020 EDITION - Partners

Co-Powered By

Silver Partner

Download Detailed Event Brochure

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


08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Welcome Note & Lamp Lighting Ceremony

09.30 AM

Leadership Keynote

Theme : TBA

10.30 AM

Tea / Coffee & Networking Break

Parallel Tracks

11.00 AM Onwards

  • Tech Integrity. How do we maximize the impact of all the available technologies and make them work together for a successful business transformation
  • The role of the product management team in marketing technology, and how it can bridge the divide between marketing and technology
  • Drive cultural change & harness cutting-edge technologies to put UX at the heart of the organization (user experience & user centered digital CX)
  • Personalising & Contextualisation customer interactions with enhanced segmented customer journeys
  • Create innovative solutions, drive efficiency & achieve competitive advantage with design thinking
  • Marketer + Machine: Hiring and training for the intelligently automated workforce
  • How to organize your own marketing technology landscape and develop a 3-5 year roadmap for your organization
  • Ensuring ROI from marketing investments while keeping pace with innovation, tech & evolving business needs
  • How courageous leaders are transforming their entire culture and building powerful brands by activating their employees' gift for storytelling
  • Revolutionary approaches that spark rapid culture change and focuses your whole organization on solving customers' problems
  • How to unlock the secret to tapping into the power of your employees to drive deeper engagement and a stronger brand
  • How marketers can overcome the barriers, shift cultures and earn a competitive edge using latest technologies
  • Specific tips, techniques, and tools to leverage employees to connect with customers in ways that no advertisement can
  • How trends like manipulated outrage, over targeting, and passive loyalty will help inspire you to rethink your marketing efforts and give you a roadmap to win in the future and embrace disruption
  • Reaching the distracted customer - How to leverage the distracted state to communicate more effectively

12.00 PM Onwards

  • The big move: How the tech titans and their thinking machines will change humanity
  • Tech ethics: How tech leaders can imagine, design and advise for an ethical future
  • 2020 & beyond - Tomorrow's world: Where is the next disruption coming from
  • What is coming - Social, Business and Technology trends. Securing more than just the edge
  • Commercialising your data, the new gold - How to unlock value and drive increased performance from data and data-driven assets
  • Future contact: Exploring the evolution of interactions - How are the ways in which customers want to communicate with you changing
  • The next generation Y & Z growth master: Leveraging big data & humanizing AI technology to bridge the experience gap
  • From marketing digitalization to fluid experiences - Why understanding your content's future is the key to success
  • Embedding purpose and inclusion into your work culture - Integrating purpose and values into employee experience to gain a clear sense of direction and boost employee engagement
  • Empowering through digitalization and connectivity - Using technology to reinforce the sense of belonging and facilitate two-way communication and transparency
  • Pioneering wellness and battling burnout - Create employee wellness programs to sustain a healthy and efficient organization in the long run
  • Active listening and impactful feedback actioning - How do we dig deep to identify employee pain points and understand employee's core needs and action feedback to demonstrate progress
  • Raising talent through enhancing individual "superpowers" - Personalising learning and development to retain and grow individuals
  • The influential leader - Leveraging leadership to drive customer & employee experience
  • Training & Human Development - Empowering customer experience by investing in people to serve the people; how emotional connections drive loyal customers to spend more

01.00 PM - Lunch & Networking Break

01.45 PM Onwards

  • Balance human interaction & digital - when to self-serve & when not to: Align the human touch with digital and self-serve channels for the optimal customer experience
  • The latest digital trends & consumer attitudes, motivations & behaviors: Create effortless customer journeys and experiences with cross-sector insights
  • Protect your brand on the self-serve journey: Is a brand faceless without the human touch
  • Targeting the non-tech savvy: Boost consumer confidence and understanding of your digital channels for the less tech-savvy
  • Balancing cost savings with customer retention: Balancing the cost to self-serve and efficiencies created with customer lifetime value
  • Looking beyond omni-channel experience: Steering customers to channels that best suit their communications preferences and purchasing patterns
  • Plan for the digital future - The revolution in CRM technologies and their impact on your customer strategy
  • How to develop a continuous listening strategy and map employee and customer journeys, touchpoints, annual/pulse surveys, audience, frequency, questions and benchmarks
  • The ROI of implementing a complete experience management program that includes innovative surveys, advanced analytics, automation, AI and collaboration tools
  • Communication tools for discussions with leaders about the customer and employee experience
  • Technology insights, tips and real-life best practices to help you create an exceptional employee and customer experience program, and transform the way your organization sees and links employee data
  • How does one build an organizational ecosystem that promotes agility, adaptability, learning-unlearning-relearning
  • Designing the employee experience - How well-being, engagement and care can become your competitive advantage
  • Customer Insights - Putting the customer and employee at the centre of customer experience – reciprocal duality
  • How do we maximise the role of leadership in delivering superhero experience

02.45 PM Onwards

03.15 PM

Deep Dives - Themed Round Tables

  • Table 1: The Latest Consumer Attitudes, Trends, Motivations & Behaviours: How To Create Effortless Customer Journeys & Experiences
  • Table 2: Intelligent Chatbots – Beyond The Hype - What are the market opportunities for chatbots amidst technology disruptors in the age of customer
  • Table 3: Data Driven Decision Making In The Age Of Mega Programs: How to Successfully balance costs, innovation, customer satisfaction and protection
  • Table 4: Your Brain On Loyalty: Why Behavioral Science is the Key to Next-Gen Consumer Engagement
  • Table 5: The Future Enterprise: How Organisations Are Applying Technology To Gain Insights, Empathise With Customers And Engage Employees
04.00 PM

Tea / Coffee & Networking Break

04.30 PM Onwards

  • Human-like qualities, with increased efficiency - How AI is driving personalised suggestions that are made to consumers
  • A new reality - How to engage consumers with augmented and virtual reality
  • Automation vs. Augmentation - Embracing what AI applications can do for and with humans in organisations and societies
  • Intelligent Chatbots - New age conversational experience to enhance customer engagement, market outreach and operational efficiency
  • Commercializing the use of bots to increase customer engagement, acquisition, loyalty & retention
  • Trustworthy Human - AI partnership: A journey towards safe, trusted and explainable AI and how businesses can benefit from it
  • AI-powered conversational commerce: Engaging your customers across the entire customer lifecycle
  • Driving marketing KPIs and CX through AI-powered customer engagement
  • Problem-spotters to problem-solvers: How to build a culture of engaged, empowered and motivated people that invite change and move together towards productivity
  • Plugging the generation gap! Understanding what motivates younger employees and managing your high-potential millennials and gen-z to boost loyalty and retention
  • What does it mean to have HR as a significant part of every leaders agenda (not only CHROs) that contributes to the Customer Lifetime Value
  • When & where to implement new technologies & automation for processes that are ahead of the curve, sustain continuous improvement & drive ultimate end goals
  • Delivering the human touch using behavioural science: How can behavioural economics help you create elegant & effective CX
  • Create robust, self-sustaining processes that propel organisations forward for effective process excellence that endures & inspires
  • How to improve employee loyalty and productivity by showing you care - Incorporating rewards and recognition into the journey

07.00 PM - Zendesk Presents 13th The Customer Fest Leadership Awards

08.00 AM

Registrations over Breakfast & Tea

09.20 AM

Overview of Day 1

Parallel Tracks

09.30 AM Onwards

  • The 'Outside-In' approach to assessing multi channel performance and prioritising customer contact points
  • Beyond omni channel experience: How to steer customers to channels that best suit their communications preferences and purchasing patterns
  • Determining channel objectives and maturity in delivering differentiated customer experiences
  • Connected listening: Challenges and opportunities in designing and integrated omni channel customer experience
  • Personalizing & contextualization customer interactions with enhanced segmented customer journeys
  • Migration planning: what are the most critical steps to retiring old offerings and retaining your customers
  • How do you focus on the channel preferred by customers instead of using a one-size-fits-all approach
  • Navigating new age engagement, content and innovation by leveraging data & martech - The next phase
  • How Data led disruption is driving transformation across big, medium and small scale organizations
  • Top technology trends in data, analytics & insights that will change your business
  • Accelerating your business intelligence strategy through customer segmentation to build transformational growth & business value
  • Drive innovation through leading technologies - Building a flexible and scalable data architecture for next generation analytics platform
  • Intelligent automation: Your game changer on keeping pace with evolving customer expectations
  • Make analytics and insight part of the DNA for every employee, action, business process and decision
  • Personalizing data leads to increase in customer engagement, how can marketers leverage this information

10.30 AM Onwards


10.45 AM Tea/Coffee & Networking Break

11.15 AM Onwards

  • Reinventing content marketing into a measurable business strategy. Examples of companies actually achieving strategic, and measurable business value through the use of content-driven customer engagement
  • Utilising design thinking approach to discover different customer behaviours for greater customer value & growth
  • Leveraging best practices & technology leadership in digital transformation to shape & enrich digital experiences
  • The ROI of UX in digital & marketing strategies - Why is good UX no longer a luxury, it's a customer expectation
  • Integrate content marketing efforts into the overall marketing mix. Digital storytelling and the future of marketing
  • Creating the perfect customer experience with the right mix of technology, talents & capabilities within the organisation to meet future business priorities
  • From marketing digitalization to fluid experiences - Why understanding your content's future is the key to success
  • Topic 1: Fresh Practical Technology & AI Applications which don’t Lose the Human Touch & Increase Conversion Rates Whilst Meeting Growing Customer Expectations
  • Topic 2: How to Build High Performance Teams, Which are Diverse, Inclusive and Innovative Real Life Examples & Techniques that the Industry can Emulate for the Future
  • Topic 3: The Changing Face of Customer Loyalty. Understanding the Changing Needs of your Customers
  • Topic 4: The Future of Customer Service - What's Hype, What's Reality and Where Does CX Fit into the Picture
  • Topic 5: Mo-Di (R)Evolution: Mobile & Digital is here to stay: Accelerating the Payments & Cards Landscape in India
  • Topic 6: Immersive Experiences - How Brands are Using Virtual Reality and Augmented Reality to Make Consumers Feel Immersed in the Moment
  • Topic 7: Marketing in a Digital & Data World - Getting to Know your Customer
  • Topic 8: Bringing Innovation to Life to Create a 360⁰ Experience with People for People

12.30 PM Onwards


01.00 PM - Lunch & Networking Break

01.45 PM Onwards

  • How to use connected customer data and intelligence to maximize customer trust and revenue results
  • Advance the new science of sales with deeper, more diverse data
  • CX sales roadmap + maturity planning: The path to sophisticated selling
  • Sales operations' path to growth: Get ready for an excellent adventure
  • Faster and more furious: Accelerating sales from order through renewals
  • Tips and tricks for incentive compensation power users
  • Building a data strategy for Go-to-Market efficiency meetup
  • How innovative technologies can help automate and personalize service experiences across all channels and predict customer issues
  • Transition from a contact center to a center of enthusiasts
  • Human vs. Robot: How to maximize value with digital assistants
  • Empowering CS agents to be customer-centric: Build a customer centric-organisation: Engage and motivate your CS teams effectively to ensure your service inspires brand loyalty
  • Past to present to future: Modernizing your field service organization
  • How to get rid of one of your toughest service issues
  • Multichannel customer service: Meet your customer where they are - Make a success of social media and direct messaging
  • Stretch your imagination: Innovative leaders share knowledge, strategies, and ideas

02.45 PM Onwards

  • The revolution in CRM technologies and their impact on your customer strategy
  • How to build a voice-of-the-customer strategy to achieve your customer experience goals
  • Developing the blueprint for customer journey optimisation - How effective customer journey mapping can enhance product design, marketing and user experience
  • Using smart data to drive a true customer 360 experience - Leverage data to unlock lucrative patterns and loyalty opportunities
  • Engagement in the always-on era; How humans and technology work hand-in-hand to meet rising expectations
  • The Power of Conversational AI - providing a personalized & conversational experience while allowing consumers to interact with your brand when, where & how they want

All humans, including your customers, have behavioural biases and mental shortcuts. How these learnings from Behavioural Economics be applied in real-world businesses to improve customer experience and increase conversion rates whilst meeting growing consumer expectations. Brands must also understand the emotional stimulus behind this, in order to deliver authentic experiences that cultivate long-lasting customer loyalty

03.45 PM

Tea / Coffee & Networking Break

04.15 PM

Creating Seamless And Engaged Experiences That Drive Brand Loyalty And Love

  • Voice of Customer: Co-creation of loyalty strategy with your customers
  • Customer engagement and personalisation: Strategize and implement AI capabilities to ensure you understand the customers journey and live up to expectations
  • How our employee ambassadors are creating valued experiences for our most loyal customers
  • Unique Mobile Experiences: Create a mobile web/app strategy that utilizes real-time data, personalizes experiences and captures customers
  • Loyalty beyond rewards: What are the overlooked drivers for customer loyalty? How to enhance loyalty without a loyalty program
  • Managing loyalty strategy in an omnichannel environment - Choosing the channels that matter to your customer
  • Cross-Brand loyalty and the road to personalization - Leveraging customer insights, brand strategies and the key rewards to drive overall awareness, engagement and incremental sales
05.15 PM

Conference Adjourns

2020 Edition - Speakers

This is a protected area. Please enter your password to continue.


The Customer Fest Leadership Awards would be held on day 1 in the evening. Last 2 editions have seen a record 350+ nominations from across industries. This is the biggest awards night recognising excellence in loyalty, customer experience & data analytics categories.

Customer Loyalty Categories

Industry Specific
  • Best Loyalty Program in Retail Sector
    • Large / Multi – Brand Format
    • Single / Specialty Format
  • Best Loyalty Program in B2B Sector
  • Best Loyalty Program in Services Sector
  • Best Loyalty Program in Financial Sector
    • Banking
    • Non-Banking
  • Best Loyalty Program in Auto Sector
  • Best Promotional / Shopper Marketing Campaign
  • Best Rewards Program
  • Best Card Based Loyalty Program
  • Best Channel Loyalty Program
  • Best CRM Program
  • Best CRM Platform
  • Best Use of CSR Initiative Linked to Loyalty
  • Best Use of Experiential & Innovative Media
  • Best Use of Gamification to Enhance Loyalty
  • Best Use of Partnership in a Loyalty Program
  • Best Integrated Media Campaign
  • Best Relationship Marketing Agency
  • Best Use of Direct Marketing in a Loyalty Program
Innovation In Loyalty
  • Best Use of Social Media to Enhance Loyalty
  • Best Use of Mobile in a Loyalty Program
  • Best Use of Technology in a Loyalty Program
  • Best Use of Innovation in Loyalty Marketing
  • Best Use of Experiential / Live Marketing in a Loyalty Program
  • Best Regional Loyalty Marketing Campaign
  • Best Influencer Marketing Campaign
  • Best Use of Brand Advocacy in a Campaign
  • Best Use of Contests / Promotions in a Loyalty Program
  • Best Use of Relationship Marketing in a Loyalty Program - B2B
  • Best Use of Relationship Marketing in a Loyalty Program - B2C
Crème - De - Le - Crème
  • Best Marketing Technology Stack of the Year
  • Best Personalization Platform
  • Most Innovative Technology Initiative of the Year
  • Best Influencer Marketing Platform
  • Champion of Champions - Loyalty Program of the Year
  • Best Use of AI in Marketing Technology
  • Best Sales Enablement Technology
  • Most Innovative Loyalty Program of the Year
  • Loyalty Team of the Year

Customer Experience Categories

Industry Specific
  • Best Customer Experience in Retail Sector
    • Large / Multi – Brand Format
    • Single / Specialty Format
  • Best Customer Experience in B2B Sector
  • Best Customer Experience in B2C Sector
  • Best Customer Experience in Financial Sector
    • Banking
    • Non-Banking
  • Best Customer Experience in Services Sector
  • Best Customer Experience in Utilities Sector
  • Best Customer Centric Culture
  • Best Customer Service Initiative
  • Best Omni-channel Customer Experience Initiative
  • Best Digital Customer Experience Initiative
  • Best Use of Insights to Enhance Customer Experience
  • Best Contact Centre
  • Best Customer Experience Transformation
  • Best Use of Technology to Enhance Customer Experience
  • Best Use of Innovation to Enhance Customer Experience
  • Best Use of Technology in a Contact Centre
  • Best Use of Content Marketing to Enhance Customer Experience
  • Best Use of Webchats, AI, Robotics to Enhance Customer Experience
  • Best Use of Conversational Bot / Tool to Enhance Customer Experience
  • Best Use of Voice of Customer
  • Best Use of Mobile to Enhance Customer Experience
  • Best Use of Training in a Contact Centre
Crème - De - Le - Crème
  • Best Customer Engagement Agency
  • Best Customer Experience Vendor / Consultant / Service Provider
  • Best Customer Centric Company
  • Best Customer Centric Employee Engagement
  • Best Customer Engagement Strategy for a Female Audience
  • Best Customer Engagement Strategy for a Male Audience
  • Customer Experience Team of the Year


  • Best Use of Customer and Data Analytics in Loyalty Program
  • Best Use of Data Analytics in Business Intelligence
  • Best Use of Data Analytics in Predictive Modelling
  • Best Use of Data in Social & Web Analytics
  • Best Use of Data in Marketing Analytics
  • Best Data Enablement Campaign in a Loyalty Program
  • Best Use of Data & Insights in a Transformation Project
  • Best Use of Data Analytics / Predictive Modelling to Enhance Customer Experience
  • Most Admired Data Project to Enhance Customer Loyalty
  • Best Data /Analytics Team of the Year

Smart Payments Categories

  • Best Co-Branded Card of the Year
  • Best Mobile Payments Solution of the Year
  • Best Alternative or Digital Payments Program of the Year
  • Best Payments Innovation of the Year
  • Best Payments Technology Initiative of the Year
  • Best Payments Organisation of the Year
  • Best B2B Payments Solution Provider of the Year

To nominate - get in touch with

Surbhi Shah : surbhi@kamikaze.co.in | +91 720.881.8387

Foram Dodiya : foram@kamikaze.co.in | +91 961.920.0920

Co-located Awards

2020 Edition - Jury Members

Manu Dogra President
NetCarrots Loyalty Service
Manish Dureja Managing Director
Jet Privilege Pvt. Ltd.
Dr. Anil V Pillai Director
Terragni Consulting Pvt. Ltd.
Darshana Shah Chief Marketing Officer
Aditya Birla Health Insurance

Glimpses of 2019 Edition

Partners of 2019 Edition


Limited Access Discounted Pass

45,000 + GST
  • All Access Pass to The Customer FEST Show Only
  • Access to 2 Venues
  • Access to Exhibition Area
  • Access to Masterclasses & Deep-Dives
  • Access to Food, Liquor & Beverages

Regular Pass

55,000 + GST
  • All Access Pass to Entire Show & Co-located Events
  • Access to All Conference Halls
  • Access to Exhibition Area
  • Access to Masterclasses & Deep-Dives
  • Access to Food, Liquor & Beverages