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Agenda
Day 1 Day 2
09:00 - 10:00
REGISTRATION & WELCOME COFFEE
10:00 - 10:05
OPENING CEREMONY
10:05 - 10:15
LAMP LIGHTING CEREMONY
10:15 – 10:30
CHIEF GUEST SPEECH
10:30 - 10:45
Government Keynote: Empowering Customer-Centric Digital India Through Policy & Infrastructure
- How public policy is enabling customer-first digital ecosystems across sectors
- The role of UPI, ONDC, and public infrastructure in driving engagement and inclusion
- Incentivizing loyalty innovation and data accountability
10:45 - 11:30
Panel Session 1: Retail Reimagined – Winning Customer Loyalty in the Experience Economy
- Personalization at scale in online + offline formats
- Omni-channel engagement: where loyalty meets convenience
- Customer data, privacy, and loyalty fatigue: what’s working today
11:30 - 12:00
COFFEE & NETWORKING BREAK
12:00 - 12:15
Keynote Talk 2 : API-Led Loyalty – Enabling Plug & Play Rewards Across Ecosystems
- Designing modular loyalty frameworks using APIs and microservices
- Integration across wallets, POS, apps, and third-party platforms
- Speed, scalability, and security in reward distribution
12:15 - 13:00
Panel Session 2: BFSI in Focus – Personalization, Rewards, and Trust in Digital Finance
- Reimagining loyalty with card-linked offers, UPI-based rewards
- AI in risk scoring + predictive churn modeling
- Creating value beyond cashback: loyalty for retention & upsell
13:00 - 13:30
Industry Insights
- Session 1- The Technology Stack Behind HyperPersonalized Customer Journeys
- Sesssion 2 : Zero-Party Data – The New Currency of Trust and Loyalty
- Session 3: AI Agents, Voice & Conversational Loyalty
13:30 - 13:45
Keynote 4: The Future of Loyalty is Cognitive – Chatbots, AI & the Always-On Customer
- Building loyalty through 24/7 intelligent support across channels
- AI-powered personalization engines for predictive rewards
- Designing emotionally aware chatbots that drive real-time brand affinity
13:45 - 14:15
Fireside Chat 1 : Utilities & Telecom – Turning Commodities into Customer-Driven Brands
- How telecoms use CX and loyalty to reduce churn in a price-sensitive market
- Utility brands building trust and sustainability through experience innovation
- Rewarding behavior beyond purchase: smart usage, green habits
14:15 - 15:00
Panel Session 3: Real Estate– High-Touch CX in Low-Frequency Markets
- B2B loyalty programs in high-value ecosystems
- Experience transformation at construction sites, leasing offices, and field ops
- The role of analytics in lifecycle loyalty and servicing
15:00 - 15:10
CLOSING REMARKS BY CHAIRPERSON
15:10 ONWARDS
COCKTAILS & NETWORKING
10:00 - 10:05
OPENING CEREMONY
09:05 - 09:15
CHIEF GUEST SPEECH
10:20 - 10:35
Government Keynote: Public-Private Collaboration for Citizen Centric Experience Delivery
- The role of GovTech, Digital Public Infrastructure (DPI), and Open Ecosystems in transforming citizen loyalty
- Encouraging ethical data use and value-based personalization in government services
- Building interoperable experience layers across sectors: healthcare, transport, utilities
10:35 - 11:20
Panel Session 4: HORECA – Creating Memorable Customer Experiences in Low-Frequency Visits
- How restaurants and hotels can stay relevant between customer visits
- Using personalized offers, local influencers, and the right channels to drive engagement
- Moving beyond discounts: building emotional connections and brand loyalty
11:20 - 12:00
COFFEE & NETWORKING BREAK
12:00 - 12:15
Keynote 4: Keynote: Loyalty in the Age of Instant Gratification – Balancing Speed, Value & Trust
- How the “now economy” is reshaping customer expectations for loyalty programs
- Micro-rewards, instant redemptions, and the psychology of immediate value
- Building trust and brand affinity without compromising on data privacy and operational scalabilitY
12:15 - 13:00
Panel Session 5 : Flying High – Loyalty & CX in Indian Aviation
- Elevating frequent flyer programs beyond points
- Real-time personalization during booking, check-in, in-flight, and post travel
- Seamless digital loyalty across mobile, web, and partner ecosystems
13:00 - 13:30
Industry Insights
- Session 1: Gamification
- Session 2: Composable CX – The Next-Gen Architecture for Agile Loyalty Systems
- Session 3 : Cross-Border Loyalty
13:30 - 13:45
Keynote 6: Customer Data Ethics and Privacy in Loyalty Programs
- Best practices for data privacy beyond compliance
- Building trust through transparency and consent management
- Balancing personalization with ethical data use
13:45 - 14:15
Fireside Chat 2: From Points to Purpose – Green & Sustainability as a Loyalty Driver
- How eco-conscious rewards are reshaping loyalty programs
- Partnering with green brands and social causes
- Sustainability-linked reward tiers and customer storytelling
14:15 - 15:00
Panel Session 6: Automotive CX – Redefining Brand Loyalty in the Age of Mobility
- Subscription models, post-sale experiences, and data-driven personalization
- Loyalty in EV and connected car ecosystems
- CX across dealer networks and digital platforms
15:00 - 15:10
CLOSING REMARKS BY CHAIRPERSON
15:10 ONWARDS
COCKTAILS & NETWORKING
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