Customers love deals, offers, discounts, coupons but are these discounts enough to keep a customer sticky towards a brand? Does it captivate a purchaser for repeat purchases? We should know such insights from Indian marketers who are facing a tough time in providing premier customer experience, building customer engagement & retention strategies and rewarding shoppers beyond a boring piece of plastic.
Amid all the short comings, marketers from the retail, travel, hospitality and financial service industry are constantly striving hard to innovate ways in leveraging data bases, CRM strategies , structuring unified loyalty programs, adopting cost effective and customer friendly loyalty programs to take the Indian loyalty market beyond traditional loyalty moves.
Seeing the amount of response and enthusiasm among the marketers in driving customer focused loyalty programs, VCCircle is pleased to announce the 4th edition of India Loyalty Conclave 2014 which will bring together 150+ India's top CMOs, CXOs, innovators, customer retention & engagement specialists from leading consumer brands and businesses to discuss and debate on the future of Indian loyalty ecosystem.
8:30am - 9:30am
Tea, Networking & Registration
9:30am - 9:45am
9:45am - 10:35am
Panel I: Need for capturing customer data: Laying the groundwork to make loyalty programs effective
Loyalty program really is all about understanding your consumers and their activities, and the set of actions it allows the organizations to take based on that understanding. What type of preliminary work is involved before launching loyalty programs? With India being heavily under data based country, what does it take for retailers to create a good database, say from every customer's name & details to looking at the frequency and understanding his buying & behavioural pattern? Are the brands taking enough efforts to understand the science of customers? What are the other set of activities companies should undertake to know their customers? How can consumer facing companies benefit most out of integrating smallest of its customers details? What game can analytics & technology play towards creating customer loyalty for an organisation?
Roch Dsouza - Marketing Head, BrandFactory (Future group)
MVS Murthy - Head Product Management- Savings Account & Loyalty, ICICI Bank
Sachin Kamat - Director - Employee & Customer Engagement , Enrich Salon & Academy
Himanshu Kishore - Customer Care Associate & Head of Operations & Marketing, Crosswords
Praveer Roy - COO, Loylty Rewardz (Moderator)
10:35am - 11:25am
Panel II: Have the loyalty programmes in India really taken off? Deriving from the mature west markets and the role played by analytics
The loyalty programs in India have just taken off. These are early days in India and the speed at which this space is maturing is very high, and it’s accelerating. While Indian retailers are still struggling to contemplate who their customers are, how frequently do they come, what’s the share of their wallet in purchasing goods, what's the repeat frequency etc, what learning can Indian retailers & loyalty programmers take from theWest in practices related to consumer understanding and loyalty? What opportunities do complex loyalty data bring for services providers and how are brands receiving analytics services in managing their loyalty programs better? What are the pains of monitoring loyalty transaction data in near real time? How can brands accurately calculate customer’s lifetime value and align loyalty programs with their purchase behaviour? What benefits can integrating loyalty programs with channel distribution partners bring, which is missing currently? How can emerging brands standout against the saturated loyalty card market?
Manish Mittal - Director - Research Analytics, AbsolutData Research & Analytics Pvt Ltd
Kanika Mittal - Head - Marketing and Brand Communications, Reebok India
Aditya Save - Head - Digital Marketing & Media, Marico Industries
Nitin Agarwal - Sr. Director - Marketing, ShopClues.com (Moderator)
11:25am - 11:55am
Tea & Networking Break
11:55pm - 12:45pm
Panel III: Hits & Misses in Indian loyalty programs, a reality check on the science of loyalty practices
What practices of loyalty programmes have gone redundant and are being revamped with changing times? Are loyalty points actually rewarding its consumer or do they often end up paying for some of these cards and don’t get enough incremental benefits in return? The science of loyalty practices cannot significantly change or become redundant. However, the execution channels and methodology can change with time. What are the hits & misses in executing loyalty programs in India? Is the industry ready to detect behaviour indicators across seasons and life changes? Companies offering two points for 100 rupees without really employing any science to understand the consumers have surely missed the bus, do we see them changing their strategy and investing in data and analytics?
Aditya Bhamidipaty - CEO & Co-founder, Emart Solutions India
Bedraj Tripathy - AVP, Integrated Marketing, Godrej Interio
Saurabh Garg - Partner and Co-founder, Four Fountains De-Stress Spa
Ajay Kelkar - Co-founder & COO, Hansa Cequity (Moderator)
12:45pm - 2:00pm
Lunch & Networking
2:00pm - 2:50pm
Panel IV: Decoding future of loyalty marketing discipline in India
Given the size of our country and the population we have, loyalty marketing as a discipline is a necessity and stands to grow significantly in India. With thousands of retails and crores of consumers on a daily basis, companies with consumer facing businesses can hardly afford to remain in the dark for long without developing deep insights and understanding into their consumer base. What can be done to increase engagement, loyalty & stickiness/transactions? What value can big data and analytics offer brands and loyalty marketing companies? With lot of technology play brewing into crafting loyalty programs including mobile first, apps, mSites, location based services, will this drive the effectiveness in longer run? Amid all the short comings, how are Indian marketers from the retail and other demand driven industries such as consumer internet, travel, hospitality and financial service striving hard to innovate ways in delivering premier customer experience?
Abhishek Gupta - Head – Marketing, The MobileStore Limited
Rathin Lahiri - CMO, Meru Cabs
Shalabh Shrivastava - Director - Customer Experience, Flipkart.com
Vikas Choudhury - COO & CFO, Aimia Inc (Moderator)
2:50pm - 3:10pm
Presentation On: Consumer Loyalty in India: Opportunities & Current Challenges
- By Bijaei Jayaraj - Founder & CEO, Loylty Rewardz
3:10pm - 3:40pm
Tea & Networking
3:40pm - 4:30pm
Panel V: Emerging loyalty trends in consumer retail
Given the huge buzz around customer centric businesses, how can consumer retail services play built stronger with loyalty programs? What are the other emerging & innovative loyalty trends pushing retail sales? What can be done to increase engagement, loyalty & stickiness/transactions for the consumers in retail world? What is an Indian consumer’s psyche when it comes to discounts, offers and freebies? What type of innovative rewards programs companies have to offer to push their customer into a higher buying bracket? What is the learning from Pantaloons and Shoppers stop of India, the ones who have significantly succeeded in going beyond points? Can the same effectiveness be replicated by other businesses houses in the retail space?
Sandipan Ghosh - AVP - Marketing, Ruchi Soya Group
Seema Kakkar - MD, Remanika Apparels
Amit Sathe - Buisness Head - Commercial Buisnesses, The Phoenix Mills Ltd
Shantanu Mathur - Founder, Smartwards
Yudhishter Gopalkrishna - Entrepreneur and founder, Ethniceye Ventures (Moderator)
Continue the energy and networking of the day with more social time with top entrepreneurs and leading investors over cocktails.
Date: 12 Nov 2014
Address: Vivanta by Taj, Mumbai
Loylty Rewardz, India's premier loyalty and rewards management company, develops comprehensive data intelligence from consumers’ spending behaviour.
With a team of over 500+ professionals who have expertise and capabilities to develop and manage large-scale turnkey loyalty solutions, Loylty Rewardz manages loyalty programs for a growing consumer base of over 1 Billion profiles in India under its flagship brand – Max Get More and enjoys more than 74% market share of all debit cards issued in India. Loylty Rewardz currently processes over 2.5 billion transactions yearly and has awarded more than 30 billion loyalty points to consumers in India till date.
Max Get More is a first-of-its-kind, multi-currency, multi-functional and dynamic consumer commerce platform that comprises India’s leading 24 banks, their consumers and 85+ retail brands in India, thereby enabling a win-win-win deal for consumers, retailers and banks. It awards loyalty points
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