Ideas and strategies to win, retain and wow your customers

www.terrapinn.com/asIacustomerfest

6 - 7 October 2015, Suntec Singapore International Convention & Exhibition Centre

3 shows In one

tHE onLy customer strateGY sHow in asIa

Do you amaze your customers to the point that they become loyal fans and keep coming back to you for more? Do you deliver true customer-centric experiences? Do you want to craft the best customer strategy and generate more repeat business customers? Then Asia’s Customer Festival 2015 is where you need to be.

Packed with case studies showing you how to win your customers over and cultivate them into life-long fans of your brand, Asia’s Customer Festival will give you practical takeaway advice that you can put into practice as soon as you get back to your desk.

Join us at Asia’s Customer Festival 2015 to win your customers over and cultivate them to life-long fans of your brand.

These are the issues that Asia’s Customer Festival will be tackling:

• How can I deliver customer experiences that wow?

• How can I retain my existing customer base?

• How can I use data to build revenue?

• How can I build engagement and loyalty using social media?

• How can I use cross channel data to better serve my customers?

• How can I improve my payments process to increase revenue?

• How can CRM and marketing automation benefit my business?

• How can I incorporate mobile into my customer strategy?

• How can I personlise offers and pricing?

• How can I build loyalty whilst maintaining price?

The agenda will not just be broadcast style presentations. Visionary keynotes will set the tone before two full days of real life case studies in breakout tracks followed by intimate roundtable sessions. It’s not every day that you get to spend time with leading customer-focused executives to help you shape the perfect strategy, encompassing loyalty, customer experience and big data.

We hope you can join us.

Creating tHe maGicaL journeyRobert Gilby, Managing Director, The Walt Disney South East Asia

Building EngagemEnt Capital witH your customers

Vivek Kumar, Director & Head, NTUC Membership,

NTUC

usIng gaminG to acquIre, rEtain, and monEtise mobiLe usEr

Sergio Salvador, Global Head Gaming Partnerships,

Google

using neuromarketing to drive customer acquisition and satisfactIon

Gemma Calvert, Professor of Marketing Practice,

NTU

delivering a consistent ExperIenCe for your customErs

Chinmay Malaviya, Co-founder & Managing Director,

Foodpanda

Chairman’s opening remarks

Networking Refreshment Break

Networking Lunch Break

Networking Refreshment Break

Creating the magical journey• Having an unforgettable and unique customer proposition• Revolutionising the brand experience• Technology as a core in your strategySpeaker: Robert Gilby, Managing Director, The Walt Disney South East Asia

Meeting the expectations of the millennial customer• Your new generation of customer is a connected customer• How do millennial customers view and demonstrate loyalty?• The power of online media as an influencer• Creating highly personalised and targeted in-store experiences

Millennial Consumer PanelEverybody talks about millennial customers, but how often do we actually listen to them in practice? This exclusive session, new for Customer Festival Asia 2015, will convene five millennial panellists, offering you insights into how you can better understand their preferences and exceed their expectations.

Reserved for Platinum Sponsor

KEYNOTE OPENING PLENARY

CLOSING KEYNOTE PLENARY

Designing a luxury customer experience• More than price: What do luxury consumers value?• Building loyalty in the high-end market and creating exclusivity• Delivering personalised and attentive service in-store• A luxury approach to omni-channel

Reserved for Diamond Sponsor

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10:30

11:15

11:35

11:55

12:15

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14:30

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Creating fans of your brand• Moving beyond repeat customers to brand

ambassadors• Power of social media marketing• Connecting to your customers on a personal

level

Rewards vs. Discounts: What secures customer loyalty?• Identifying what your customers want from

your reward program• How much of a motivator are discounts

when compared with higher value rewards?• Are preferences linked to customer age

groups?

Location-based loyalty: Right here, right now• Using location and mobile-based triggers to

offer real-time benefits to your customers• How to get the most out of the data

gathered in your location strategy

Making loyalty work for you: What do your customers want?Following the previous presentations, this interactive session will discuss the changing dynamics of loyalty programmes, including:• How to brand your loyalty offering: Own-

branded, co-branded or coalition partners?• Coping with the changing nature of loyalty:

How do micro and portfolio loyalty fit in?• Have we moved beyond the simple discount

strategy?• What innovative technology should you be

deploying as part of your loyalty strategy?

Delivering a consistent experience for your customers• Challenges in delivering multi-channel excellence• Protecting your brand image, no matter what

the customer touch point• Ensuring a smooth transition from online to

offlineSpeaker: Chinmay Malaviya, Co-founder & Managing Director at Foodpanda

Developing a grocery multichannel experience• How does a grocer multichannel experience

differ from a traditional retail one?• Implications of increased consumer

multichannel awareness on brands and retailers• Leveraging the path to purchase for

increased profitability

Breaking down silos: Your CIO and CMO have more in common than you might think• Finding commonality in enhancing the

customer experience• Integrating data and marketing knowledge

for superior multi-channel delivery• Getting cross-functional buy-in into

customer centricity

How to build Engagement Capital with your customers• Contact, connect, collaborate: The ‘Content’

key to loyalty• Building relationships beyond the

transactional• Case studies & tips to build engagement

capitalSpeaker: Vivek Kumar, Director & Head, NTUC Membership

Reserved for Gold Sponsor

Reserved for Gold Sponsor

Using analytics to better understand your customers• Translating customers’ purchase behaviours

into business insights• Identifying gaps in the customer journey that

need to be addressed• Understanding and acting on your

customers’ path to purchase

Your customer is talking to you! Analysing and implementing feedback• Using text analytics to quickly analyse

customer feedback and identify urgent responses

• Interacting with your customers on social media

• Integrating feedback mechanisms into your customer journey and encouraging uptake

Reserved for Gold Sponsor

Building Loyalty

Understanding loyalty drivers A seamless multi-channel experience

Listening to your Customers

1. Using Loyalty Cards – does it work?

2. Capturing loyalty with good service

3. Creative active loyalty with social media

4. Location-based marketing to enhance loyalty

1. Driving customer acquisitions with data2. Using data to deliver timely and personalised

interaction3. Role of frontline staff in customer journey4. Making the omnichannel experience natural

Roundtables

day 1, 6th octoBer 2015, tuesday

Chairman’s closing remarks & end of conference Networking Cocktail

Using neuromarketing to drive customer acquisition and satisfaction

• Measuring emotional responses • Using marketing techniques that are geared

to how your customers’ brains work• Get a better ROI on your marketing spend

by deploying sentiment analysisSpeaker: Gemma Calvert, Professor of Marketing Practice, NTU

Using Gaming to acquire, retain, and monetise mobile users• Rewarding customers for interaction and

engagement• Getting to know your users through analytics • Introducing competitive angles to your

offering to drive engagement• Building longer, more engaged relationships

with your customers• Increasing levels of monetisation among

your usersSpeaker: Sergio Salvador, Global Head Gaming Partnerships, Google

Chairman’s opening remarks

Networking Refreshment Break

Networking Lunch Break

Chairman’s closing remarks & end of conference

Top-down: Making your customers a priority in the boardroom• Driving customer centricity at a company-wide level• Getting loyalty on the boardroom agenda • The rise of Chief Customer Officer• Why do you need buy in from the top?

KEYNOTE OPENING PLENARY

END OF CONFERENCE

Reserved for Platinum Sponsor

09:00

10:00

10:45

11:05

11:25

11:55

12:15

12:50

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Monetizing your aviation loyalty program• Generating returns from your loyalty program• Establishing your airline as a first-choice

brand in a competitive market• Moving beyond traditional mileage-based

programs

Generating ancillary revenue using loyalty• Harnessing your loyalty offering to generate

ancillary revenues• Personalised customer recommendations

based on past purchases• Discounts for trying partners or new product

lines

How can you measure success in your loyalty program?• Calculating ROI on your loyalty spend• Are there short-term wins, or do you need to

focus on the big picture?• How can you tell if it’s not working so you

can make adjustments?

Turning statistics into strategy • Delivering actionable, factual insights• Understanding customers at the individual level• Target your customers better by

personalizing and contextualizing your data

Crafting smart data: It’s all in the interpretation!

• Using purchase behaviours for product development

• Listen to your data and do more of what’s successful and less of what’s not!

• How to use data to refine your overall customer experience

Retail rewards in Asia• Capitalising on a rewards culture• Creating motivation for purchase and

securing repeat customers• What works?

Loyalty you can “Bank” on• Creating loyalty in retail banking: Is it different

to how we traditionally think about loyalty?• Deploying mobile technology• More than just convenience: Creating

tangible customer loyalty in banking

Reserved for Gold Sponsor

Reserved for Gold SponsorReserved for Gold Sponsor

Using personalization to improve the customer experience • Creating a truly personal experience using

customer journey mapping• Identifying gaps and loopholes from pre-

purchase to post-purchase• Details matter: Understanding and

anticipating the needs of your customers

How personal is too personal?• Balancing customers’ privacy with delivery of

personalised service• Remembering your customers’ preferred

communication channels• Personalization without being intrusive

Marketing globally, delivering locally: Coping with cultural challenges across Asia• A global product with a customised local

strategy• Creating a consistent brand experience

across different cultures• Cultural personalization challenges

Reserved for Gold Sponsor

What works?

Innovating Loyalty Using data to make better decisions

Personalization

1. Using social to build a community brand

2. Enhancing loyalty through mobile

3. Consistency in your loyalty programs

4. Emotional Loyalty vs Monetary Loyalty – Which one to choose?

1. Connecting to your customer through data2. Using feedbacks to improve the brand

experience3. Enhancing the digital retail experience4. Utilising analytics to guide the customer

purchase

Roundtables

day 2, 7th octoBer 2015, wEdnesday

Space is limited contact Nadia now +65 6322 2328 email: nadia.wahid@terrapinn.com

The conference is a strategic forum for over 500 senior decision makers. If you are serious about meeting this level of attendees then you should be giving consideration to the sponsorship packages available. These are limited and will sell out fast.

The exhibiton and seminars are targeted towards more technical and junior staff from the same industries. If this is your target market then taking a prime exhibition stand is a must.

who attEnds asia’s customer festival

prEvious attEndEes1 Accounting & Consulting Services 3M Asia Pacific Pte Ltd 3Radical 55 The Data Agency 7-Eleven Indonesia (PT Modern PutraIndonesia) A*STAR's Institute of High Performance Computing Accenture Pte Ltd Accor Asia Pacific Accor Singapore adelmo LPP ADMS Aegon Aero Systems Indonesia Agoda Company Pte Ltd AIMIA Proprietary Loyalty Singapore Pte Ltd American Express International Inc Amg Concept Pte Ltd Anantara (Minor Hotel Group) Antu Valley Tea ANZ Bank ArchInteractive Archipelago International Indonesia Asia Academy For Retailing Asia C-SAM Pte Ltd Asiawide Franchise Consultants Asplan Services Astro Audi Singapore Avanade Avantha Ergo Life Insurance Co ltd Avios Group Aviva Asia Pte Ltd Avnet Services AWSG Pte. Ltd. Axienta (Pvt) Limited B.D Bioinformatics Institute Blackberry Borneo Motors (S) Pte Ltd Brand Alliance Group Pte Ltd Brand New Media Breakthrough BizConsult Pte Ltd Buckman Laboratories (Asia) Pte Ltd C K Tang Limited C.A.G Canon Singapore Pte Ltd Capillary Technologies Carlson Rezidor Hotels Group Cartesian Consulting Pte Ltd Centara Hotels & Resorts Changi Airport Group Chelsea Football Club Citibank Singapore Limited Click2view Pte Ltd Cloudera Cold Storage Singapore 1983 Pte Ltd Comarch SA Connectus Group ConneXionsAsia (CXA) Contact Centre Association of Singapore Copernicus Consulting Courts (Singapore) Pte Ltd D.H.L. Datadogs SG Datawatch Analytics (Singapore) Pte Ltd DBS Bank Dell Asia Pte Ltd DHL Express DHL Global Mail Singapore Pte Ltd Diageo Digi Telecommunications Digital + Direct Marketing Association Asia Diners Club International Direct Marketing Association of Singapore Discovery Group of Hotels and Resorts Discovery Networks Asia-Pacific Pte Ltd DRx Group Pte Ltd Eastcom Systems Pte Ltd Easy Taxi Econsultancy Asia Electra (S) Pte Ltd Estee Lauder Companies Eu Yan Sang (1959) Sdn Bhd eUniversity Pte Ltd Everrise Supermarket ExxonMobil F J Benjamin (Singapore) Pte Ltd Familicious FJ Benjamin Singapore Pte Ltd Focus Life's Source Pte Ltd Fraunhofer Fraunhofer IDM@NTU Fuji Xerox Singapore Pte Ltd Fusionex Pte Ltd FYW Gardenia Foods (S) Pte Ltd Gardens by the Bay Global Blue Global Satellite Solutions Globe Telecom, Inc. Gloria Jean's Coffees International Goldbell Corporation Pte Ltd Goldbell Engineering Pte Ltd Goldbell Group Guardian Health & Beauty Gumbuya Handal Indah Sdn Bhd Helios Media Design Pte Ltd HNWI Private Limited Hotel Maluri Kuala Lumpur HTL HungryGoWhere ie iDEAS Pte Ltd Ignite Digital Ikano (Thailand) Limited Ikano Pte Ltd IM holdings pte ltd Indofood Institute of Systems Science, NUS Intercontinental Hotels Group Interpol World Pte Ltd Intertek Intertek Regional Headquarters IWS Tech Solutions Pvt. Ltd. J.R.L. Holdings Jetstar Airways Kai2 Group Kaligo Kandor Group Katalyst M Kenscio Digital Marketing Pvt. Ltd Khoo Teck Puat Hospital Larry Jewelry Launchstars Pte Ltd Lend Lease Lend Lease Retail Lion & Lion Digital Agency Locus Labs Pte Ltd Lotte Card Co., Ltd. Lottecard Loyalty Advantage Pte Ltd LYNX Analytics Magenta Consulting Services Pte Ltd Mandal Asset Management Llc Manulife Singapore Pte Marina Bay Sands MarketingQED Ltd Mastercard Worldwide Maxis Mobile Services Sdn Bhd. Maybank Maybank Kim Eng Securities Maybank Singapore MBT McDonald's Corporation Mellon Commercial Pte Ltd Mercer Meritus Hotels & Resorts Millennium & Copthorne Hotels mobiKey Motka MSaas Nando’s Malaysia Sdn Bhd Natexis Banques Populaires National University of Singapore NCS PTE LTD Nomura Research Institute NoQ Store Noqstore Asia NTUC Fairprice Co-operative Ltd NTUC Link Private Limited Ogilvy Public Relations Singapore OMG! ONE15 Luxury Yachting Pte Ltd ONE15 Marina Club Optimal Processes & Security Oracle Parkway Holdings Ltd Parkway Pantai Pet Lovers Centre Pte Ltd Petron Malaysia Refining & Marketing Bhd Plaza Premium Lounge Management Ltd PocketMath Polar Puffs & Cakes Pte Ltd Procter & Gamble Asia PT Indosat Tbk PT Pricearea Andalan Prestasi Qlikview Reading Room Redmart Ltd Reebonz Pte Ltd Relevance Singapore Pte. Ltd. ReserveIt Resorts World Sentosa Retailcom Pte Ltd Roomorama Royal Plaza on Scotts Schiavello Singapore Pte Ltd Sentosa Development Corp Seraya Energy Pte Ltd Sheng Siong Group Shopback.com SIFT Analytics Group Pte Ltd Signetique I.T. Pte Ltd SilverNeedle Hospitality SIM University Singapore Airlines Singapore Post Limited Singapore Telecommunications Limited SMU Social Data Lab Softlayer Technologies Asia Pte Ltd SoftLayer Technologies, Inc. Solomonic Pte Ltd Sony Music Entertainment Singapore (Pte) Ltd Sprooki Sprooki Pte Ltd ST Electronics (Info-Comm Systems) Pte Ltd StarHub Ltd. Starwood Hotels and Resorts Asia Pacific Stream Peak International Private Ltd Sunway Group Super Bean International Pte Ltd Surfer Girl Syngenta Asia Pacific Pte Ltd Synthesio Taj Group TATA Communications Telekom Malaysia Berhad Televate Telkom Indonesia Terragni Consulting (P) Ltd. The Ascott Limited The Esplanade Company Limited The National Critics Choice Online News Agency Tigerair Time International Titan Company Limited TMB Bank Public Company Limited Traders Corner Pte Ltd Transit Link Pte Ltd Travelmob Triumph International (S) Pte Ltd UNICEF Malaysia United Laboratories, Inc. UP! Your Service Volkswagen Warc Wego Pte Ltd Wego.com Wild Sparks Media Pte Ltd Wildlife Reserves Singapore Wing Tai Asia Wing Tai Clothing Pte Ltd Wing Tai Retail Pte Ltd Xtremax Y T C Networks S P L YMIRLINK Inc. Yue Hwa Group Of Companies Hong Kong Yum! Restaurants Asia Franchise Zalora Zalora Malaysia Zalora South East Asia Zorpia

The conference will be attended by:

CMO

Head of Loyalty

Marketing Director

Head of CRM

Head of Business Intelligence

Head of analytics

Campaign Managers

Head of Social Media

Head of Customer Experience

Head of Customer Communication

Head of Omni-Channel

Data Scientist

Head of Digital Marketing

Head of Ecommerce

CONFERENCETRACK 2

SEMINARTHEATRE

A17

A05 C05

C17

C21

C19

C13

C09

C11

B09

C18

C14B13

B11

B14

B12

B19

MR03 MR06

MR02 MR07

MR01 MR08

B25

B17

B23

B20

B24

B18

C10

C12

B10

B02

A23

A25

MR04 MR05

B01A01 C01

ENTRANCE

PREMIUM KEYNOTE

AVAILABLE

CONCEIRGE

START-UP PODS

RESERVED

sponsorshIp paCkages2015 floorpLan

www.terrapinn.com/asiacustomerfestwww.terrapinn.com/asiacustomerfest

Benefit

Chair plenary session

Keynote speaking slot

Host rountable

Meeting Room

Speaking slot (20 minutes case study)

Blog post

ExhibitorSilver

1

Gold

1

1

1

Platinum

1

2

1

1

2

Diamond

1

1

3

1

1

3

Standard conference speaking slot

e-newsletter inclusion

Meet up attendance

Logo on event promotion

Pre-arranged onsite meetings

VIP passes for your staff (Subject to terrapinns approval)

VIP passes for your clients only (Subject to terrapinns approval)

Exhibition booth

Exhibitor Badges

Use of networking app

1

Exhibitor

1

1

9sqm

3

Expo attendees only

1

Yes

Silver position

1

2

12sqm

3

unlimited

1

Yes

Gold Position

3

2

5

18sqm

5

unlimited

2

Yes

Yes

Platinum position

6

3

7

24sqm

7

unlimited

3

Yes

Yes

Diamond position

10

4

10

36sqm

10

unlimited

Sponsorship packages can be tailored to meet your marketing objectives, call us and we’ll work with you to construct a package. Call Nadia now: +65 6322 2328 email: nadia.wahid@terrapinn.com

The earlier you book the more you’ll save.

It’s really easy to book your place online.

Our online calculator will ensure you take advantage of the best deal.

Go to and book now on www.terrapinn.com/acfbroc

There are special group packages available.Call +65 6322 2701 for more details or go to www.terrapinn.com/acfbroc

Go to www.terrapinn.com/acfbroc and book or call +65 6322 2701

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