08.30 AM

Registrations over Breakfast & Tea

09.25 AM

Welcome Note

Parallel Tracks

  • Ms. Kelly Hlavinka, Loyalty Specialist
  • Ms. Acacia Leroy, Trend Strategist, TrendWatching Asia Pacific
  • Mr. Sourabh Mishra, Whole - time Director and Chief Strategy Officer, Bates CHI &Partners India (Moderator)
  • Mr. Vinay Bhatia, CEO - Group Loyalty & Analytics, Future Group
  • Mr. Chinmai Sharma, Chief Revenue Officer, Taj Group
  • Ms. Sohini Rajola, Senior VP - Head Digital Banking Group, Axis Bank Ltd.
  • Mr. Vikas Choudhury, Managing Director India & VP APAC, AIMIA Inc
  • Mr. Alok Kumar, Chief Service Delivery Officer, Aircel Ltd. (Moderator)
  • Ms. Sarbani Sengupta, VP - Customer Service, DHL Express India Pvt. Ltd.
  • Ms. Kainaaz Chichgur, Head - Customer Service, L&T General Insurance Company Ltd.
  • Ms. Rajalakshmi Vijay, Service Delivery Head, Flipkart>
  • Ms. Jessy Dsouza, VP - Contact Center and Alternate Channel, UTI MF
  • Mr. Bijaei Jayaraj, Founder & CEO, Loylty Rewardz Mngt Pvt. Ltd.
  • Ms. Rekha Nair, Head - Airport Services, GVK- Mumbai International Airport
  • Dr. Anil V Pillai, Director, Terragni Consulting Pvt. Ltd.

01.00 PM Lunch & Networking Break

  • Ms. Uma Talreja, Director - Strategy, Raymond Ltd. (Moderator)
  • Ms. Madhu Joshi, Director - Marketing & Communication, Accor Hotels
  • Mr. Avinash Jhangiani, Managing Director - Digital & Mobility, Omnicom Media Group
  • Ms. Dhanashree Sant, Executive Director - Digital, JWT India
  • Ms. Acacia Leroy, Trend Strategist, TrendWatching Asia Pacific
  • Mr. Brian Almeida, Founder Partner & Managing Director, Strategic Caravan International Pvt Ltd. (Moderator)
  • Mr. Rajesh Narayan, Director - Customer Service, Maersk Line India Pvt. Ltd.
  • Mr. Nisheed Sathyanathan, Head - Customer Service, Future Retail Ltd.
  • Mr. Saurabh Singh, Sr. GM - Customer Service, ICICI Bank Ltd.
  • Mr. Vikas Gujral, Executive Vice President & Head - Customer Service & Operations, Max Life Insurance Co. Ltd.
  • Mr. S Swaminathan, Co - Founder & CEO, Hansa Customer Equity Pvt. Ltd. (Moderator)
  • Mr. Vikas Prabhu, CIO - Oil Gas & Retail, ESSAR Group
  • Mr. Venkatesh Kulkarni, Head - Engineering & Technology, Loyalty, Tesco India
  • Mr. MS Ashok, COO, Accentiv India (Moderator)
  • Mr. Prem Sherin, General Manager - Marketing and Commercial Services, Ambuja Cement Ltd.
  • Mr. Anil V. Pillai, Director, Terragni Consulting Pvt. Ltd.
  • Mr. Brijesh Patel, Associate Director & Head, Channel Management, Dr. Reddy's Laboratories Ltd.
  • Mr. Parvez Amin, President - Sales & Marketing, Jaquar & Company Pvt. Ltd. Mr. Ritesh Bhavnani, President, Snipp Interactive
  • Ms. Neeti Chaand Vadhera, VP - Customer Revenue & Retention, Tata Sky Ltd. (Moderator)
  • Mr. Chandan Chhabra, Director Customer Experience, OLX India Pvt. Ltd.
  • Mr. Rajesh Krishnan, VP & Head, Customer Relations, Regional Operations & Functional Training, TeamLease Services Ltd.
  • Ms. Priya Kehair, VP & Head - Customer Service & Quality, Axis Bank Ltd.
  • Ms. Loveena Khatwani, Chief - Client Experience Office, Edelweiss Capital
  • Mr. Nandan Srivastava, Chief Customer Care Officer, Union Bank Of India

04.00 PM Tea / coffee & networking break

  • Mr. Bijaei Jayaraj, Founder & CEO, Loylty Rewardz Mngt Pvt. Ltd. (Moderaotor)
  • Mr. Arvind R P, VP Marketing & Head - New business, Marico Kaya Enterprise
  • Ms. Manmeet Vohra, Director - Product Marketing & Loyalty, Tata Starbucks Ltd.
  • Mr. Shivaraj Subramaniam, Chief Customer Experience Officer and Director - Central Marketing, Madura Fashion and Lifestyle
  • Mr. Jitendranath Patri, VP - Marketing & Head - Customer Loyalty, CENTRAL, Future Fashion & Lifestyle Ltd.
  • Mr. Manu Dogra, Executive Director, NetCarrots Loyalty Service
  • Ms. Kamal Bajwa, Chief Customer Operations Officer, Tata Sky Ltd. (Moderator)
  • Ms. Anika Agarwal, Head - Marketing, Max Bupa Health Insurance
  • Mr. Amandeep Singh Munial, Director & Head - Global Service Delivery, India, ebay India Pvt. Ltd.
  • Mr. Manish Dureja, Managing Director, Jet Privilege Pvt. Ltd.
  • Mr. George Paul, Executive Director - Retail, Bharat Petroleum Corporation Ltd.
  • Ms. Darshana Shah, CMO, Aditya Birla Health Insurance
  • Mr. Shalabh Srivastava, Senior Director - Customer Experience, Flipkart.com
07.00 PM

9th Customer Loyalty Awards

08.30 AM

Registrations over Breakfast & Tea

09.30 AM

Keynote

Theme : Loyalty, it's Personal! Five things you must Master to Earn Customer for Life!

Mr. Michael Leander, Marketing speaker - Trainer - Consultant - Board Member, Michael Leander Company

10.30 AM

Tea / coffee & networking break

11.00 AM

Individual Presentation

Theme : Changing Rules of Engagement!

  • Mr. Gaurav Khurana, Chief Marketing Officer and Head of Online Partnerships, PAYBACK India
11.30 AM

Panel Discussion

Theme : Building an Enterprise Loyalty Strategy : Methods, Tools, & Best - Practices

  • Mr. Praphul Misra, CEO, NetCarrots Loyalty Service (Moderator)
  • Mr. Amit Sinha Roy, VP - Strategy & Marketing, Tata Communications Ltd.
  • Mr. Sandeep Kulhalli VP - Retail & Marketing - Jewellery Division, Titan Company Ltd.
  • Mr. Ajay Nambiar, Chief Service Officer, Emaar MGF Land Pvt. Ltd.
  • Mr. Jayant Jain, VP - Marketing &Consumer Services, Head Shopper Insights, Reliance Retail Ltd.
  • Mr. Vishal Dhale, VP & Head - Sales : Rewards & Recognition, Birla Sunlife Insurance Co. Ltd.
  • Mr. Vikas Choudhury, Managing Director India & VP APAC, AIMIA Inc
1.00 PM

Lunch & networking break

Parallel Tracks

  • Mr. Laxman Murugappan, Founder / Director, Academy of Customer Experience
  • Mr. Pascal Lejolif, Senior Gamification Manager, Playbasis
  • Ms. Deepali Naair, Former - CMO, Mahindra Holidays & Resorts India Ltd. (Moderator)
  • Mr. Amit Madan, COO - IT & eService, Thomas Cook India Ltd.
  • Mr. Rajdeep Chatterjee, Head of Digital Marketing, Microsoft Mobile Devices Group India
  • Mr. Amit Purohit, Head - Digital Business, Reliance Capital Asset Management Ltd.
  • Mr. Kushal Sanghvi, Business Head - Digital Solutions, Reliance Entertainment
  • Mr. Rishi Sharma, Head Marketing - Customer Engagement, Digital, IP & Events, Grasim Industries Ltd, Aditya Birla Group
04.00 PM

Tea / coffee & networking break

04:30 PM

Panel Discussion

Theme : Creating the Ultimate Customer Experience through the Convergence of Loyalty and CRM

  • Ms. Kamal Bajwa, Chief Customer Operations Officer, Tata Sky Ltd. (Moderator)
  • Mr. Amandeep Singh Munial, Director & Head - Global Service Delivery, India, ebay India Pvt. Ltd.
  • Mr. George Paul, Executive Director - Retail, Bharat Petroleum Corporation Ltd.
  • Mr. Shalabh Srivastava, Senior Director - Customer Experience, Flipkart.com
05.45 PM

Conference Adjourns