• The Customer Fest Show

    5th & 6th February, 2020 | Taj Lands End, Mumbai
    BROCHURE
  • Team Work in the Mountains

    A Leadership Conversation with Tashi and Nungshi Malik, who have achieved several global gender iconic milestones. They Have successfully scaled highest peaks in all continents and skied to North and South Poles, and are world's first siblings and twins, as well as first and only South Asians to complete the 'Adventurers Grand Slam'. They have as many Asian and National records to their credit.
    They are also brand ambassadors of Uttarakhand state Adventure Sports & State Icon for India's next General Elections
    REGISTER NOW
  • Leaders Keynote Panel – 5th Feb 2020

    Leadership 4.0: 'Fortune Favor's The Prepared Mind' Are You Ready For Change
    • Mr. Varun Sridhar, Chief Executive Officer, FinShell (An Oppo Group Co.)
    • Mr. Madhu Alexiouse, Chief Operating Officer, Muthoot Capital Services Ltd.
    • Mr. Subramanyam Yadavalli, Chief Executive Officer, Apollo Hospital Enterprise Ltd.
    • Mr. Rajesh Jain, Managing Director & Chief Executive Officer, Lacoste India
    • Mr. Ashok Ramchandran, President, Schindler India Pvt. Ltd.
    • Mr. Manish Dureja, Managing Director, Intermiles
    • Ms. Perizaad Zorabian, Director, Zorabian Chicken
    • Mr. Anshuman Maheshwary, Chief Operating Officer, IIFL Wealth and Asset Management Ltd.
    • Mr. Anchit Nayar, Chief Executive Officer - Retail, Nykaa.com
  • Leaders Keynote Panel – 6th Feb 2020

    Change What Matters: A Discussion of Changes That Impact Customer Engagement & Loyalty
    • Mr. Ashok Suvarna, Chief Operating Officer, Aditya Birla Sun Life Insurance Company Ltd.
    • Mr. Rajat Agrawal, Chief Operating Officer & Head - Corporate Finance, Barista Coffee Company Ltd.
    • Mr. Rajesh Munjal, Chief Operating Officer, Carzonrent India Pvt. Ltd.
    • Mr. Vikas Gujral, Chief Operating Officer, Max Bupa Health Insurance Co. Ltd.
    • Mr. Sanjeev Nimkar, Chief Operating Officer, Kirloskar Oil Engines Ltd.
    • Mr. Manish Mishra, Chief Operating Officer, Suburban Diagnostics India Pvt. Ltd.
    • Ms. Praveena Rai, Chief Operating Officer, National Payments Corporation Of India
    • Mr. Joydeep Sarkar, Chief Operating Officer, Hicare Services Pvt. Ltd.
    • Mr. Sanjay Singal, Chief Operating Officer - Dairy & Beverages, ITC Ltd.
    • Mr. Santosh Navlani, Chief Operating Officer, ETMONEY
  • Celebrating the CUSTOMER !!!

    The oldest and biggest gathering of senior professionals from across B2B & B2C sectors
    BROCHURE REGISTER NOW

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. The 2020 edition would unveil an 'All New Format' for the show with new tracks, exhibition, deep dive round tables & 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.

400+ ATTENDEES

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.

120+ SPEAKERS

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.

30+ SOLUTIONS

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

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.

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

Gold Partner

Silver Partners

Associate Partners

Loyalty Partner

Insights Partner

Download Detailed Event Brochure

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

Schedule

08.00 AM

Registrations over Breakfast & Tea

09.15 AM

Welcome Note & Lamp Lighting Ceremony

09.30 AM

Keynote Opening Talk

XCX: Excellence in Customer Experience – Role of Strategy & Leadership

09.45 AM
  • Unleashing the DNA of success: The customer success blue print - strategy, process, people & technology
  • Think globally, act locally and market strategically: The key to surviving and thriving in today’s customer revolution
  • Building the culture for the future: Need to align your vision to their 'what's in it for me'
  • Design thinking leader: Your strategy for innovation. Need to make design thinking as a core leadership skill
  • Connecting the customer with your brand: Importance of a brand being connected with your audiences
  • Giving your people reason to engage with your organization: Balancing the running wheels of aspiration, recognition & flexibility
  • Transactional to meaningful customer relationships: Strategies on nurturing loyalty & retention
  • How to be the change agent in your company's journey to customer centricity
10.40 AM

Tea / Coffee & Networking Break

Parallel Tracks

11.10 AM Onwards

 
  • Learn what drives human engagement and how strategic outcomes can be shaped by such engagement
  • What part do human behaviours play in determining both
  • As engagement professionals entering the new decade, understand what essential thinking will shape the design and execution of engagement initiatives to drive strategic outcomes

11.30 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
  • 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

12.30 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
  • Framing a CX initiative for business outcomes and executive sponsorship
  • Show casing the ROI from a CX project...why is this important
  • Managing the change impact
  • Assessing and addressing CX project implementation risks
  • Getting the team composition right
  • Re-defining experience as a competitive differentiator, Next steps
  • How have CX initiatives evolved recently. That Is, any major changes in the market ? strategy ? technology

01.30 PM - Lunch & Networking Break

02.15 PM 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
  • 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
03.15 PM

Deep Dives - Themed Round Tables

  • Table 1: How Behaviours and Irrationality Drive Human Engagement: Understanding the Role of Behaviours and Emotions in Crafting Great Experience
  • Table 2: Key Drivers of Building A Winning Employee Engagement Strategy: How Does This Shift Across Industries & Markets
  • Table 3: Evolving Business Models Against The Backdrop of Disruptive Technologies - How Will Smart Data And AI Shape Revolutionise CX In 2020
  • Table 4: New Partnership Models For Loyalty Programs - How Customer's Digital & Mobile Behavior is Forcing Loyalty Programs To Evolve
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
  • 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 & 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
5.30 PM

Teamwork in The Mountains

In conversation with - Tashi & Nungshi Malik, world's first siblings & twins, as well as first and only South Asians to complete the 'Adventurers Grand Slam'.

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

09.30 AM
  • Mega programs, mergers and re-branding: How do they impact our business and customer loyalty
  • Profits vs. customer loyalty - Friends or foes
  • Data driven decision making - How to successfully balance costs, innovation, customer satisfaction and protection
  • Why behavioural science is the key to next-gen consumer engagement
  • Points, perks, or personalization: What wins loyalty's future
  • Buzzwords, leaps, and a glimpse into the future of customer engagement
10.30 AM

Tea / Coffee & Networking Break

Parallel Tracks

11.00 AM Onwards

  • 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
  • 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

12.00 AM Onwards

  • 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
  • Topic 1: Fresh Practical Technology & AI Applications which don't Lose the Human Touch & Increase Conversion Rates Whilst Meeting Growing Customer Expectations
  • Topic 2: The Changing Face of Customer Loyalty. Understanding the Changing Needs of your Customers
  • Topic 3: Marketing in a Digital & Data World - Getting to Know your Customer
  • Topic 4: How the AI & ML is Helping the Organizations to Redefine Their Business Horizons

01.00 PM - Lunch & Networking Break

01.45 PM Onwards

  • 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
  • Strenghting brand fondness using technology to establish distinguised experiences
  • How to lower costs due to effective interactions with customers in real time, with consistent customer service
  • Aligning the organisation to develop better products and services by successful quantification of customer feedback
  • Utilizing discriptive, predictive & prescriptive analytics
  • Implementing customer centric virtual & augmented reality technology across business channels Cross-organisational restructing for better customer experience
  • Providing tound the clock services with conversational bots
  • Impact of IoT to gain more accurate customer insights
  • How personalisation, avatars, and gamification can and will drive customer engagement in the future
02.45 PM
  • 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
03.45 PM

Tea / Coffee & Networking Break

04.15 PM
  • 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

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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
Organisational
  • 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 Use of Insights to Enhance Customer Loyalty
  • 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
Organisational
  • 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

SMART DATA CATEGORIES

  • 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

Kavery Hebbar : kavery@kamikaze.co.in | +91 750.720.3732

Co-located Awards

2020 Edition - Jury Members

Manu Dogra President
NetCarrots Loyalty Service
Manish Dureja Managing Director
InterMiles
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

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