The 6th Customer Lovefest – Customer Experience Conference in the Philippines

Wednesday, August 30, 2017


The 6th Customer Lovefest – Customer Experience Conference in the Philippines is set this October 19-20, 2017, at Tower Club Makati.

The 6th Customer Lovefest as the pioneer and number one Customer Experience Conference in the Philippines continues to provide relevant knowledge and best practices in the areas of Loyalty and Rewards Program, Customer Retention, Customer Relations Management (CRM), Digital, and Customer Experience Management.


Embrace the Customer Centric Revolution

This year’s theme is “Embrace the Customer Centric Revolution”, as the paradigm shifts towards a market driven strategy where the customer is king and the innovation are geared towards solving the pain points of the customers, the more customer experience rise prominently to the top as the primary consideration in companies strategic direction.

This year the thought leaders in the conference are tasked to show the different ways on how to embrace this Customer Centric Revolution.


Loyalty and Rewards Program

Bang for the buck.

Customer Loyalty is hard to gain and maintain. There are various reasons why customer loyalty is hard to accomplish and maintain.

It is a common knowledge that New Customer Acquisition is expensive as compared to maintaining and taking care of Existing Customers. For this reality, Loyalty and Rewards Program became the answer to maintaining and showing that companies care to existing customers.

Another thing about Loyalty and Rewards Program, repeat and multiple transactions are assured.  There are cases that showed a 15% increase in sales if the Loyalty and Rewards Program hit the interests and needs of the customers.

Customer Relations Management – The Knowledge Within

Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. (Margaret Rouse)

CRM must be part of the companies’ culture and strategies. CRM allows customers' data to be harnessed in its full potential.

The Loyalty and Rewards Program allow for data capture that if plugged directly to the CRM will show opportunities never before discovered and uncovered in the companies business operations.

Indeed, CRM is the Knowledge within that further helps in maintaining, taking care of and offering new products and services to Existing Customers.

Technological Disruption is all about Customer Experience

As the world experience disruption caused by technological upheavals we see successful disruptions as those that are able to provide better customer experience to the consumers.

This is why the seed of innovation aimed at disrupting a current business model or lifestyle will never be successful if it fails to better the customer experience of the users.

Culture and People – the heart of the Customer Experience Management

The technological disruptions that enhance the customer experience of the consumers are dependent on the overall strategy and culture of the organization. The heart of Customer Experience resides on the people that implements the strategy and practice the culture of the company.

Technological Innovation will be all for naught if the culture of the organization is flawed.

This is the reason that Customer Experience is highly dependent on the people that execute the strategies. Successful execution is only possible if the culture is strong and that culture is deeply part of the set of strategies that the company values.

Digital – We are Wired

Digital is now. The Customer Centric Revolution speeds up because of Digital. Bill Gates even mentioned that if the business is not on the Internet, it is out of business. This shows how powerful the digital space has become.

We are now partly shaped by the Digital World. Some data even showed that most of our active hours are spent in the Digital Space.

The 23.5 years old, which is the average age of the Filipinos, are Digital Natives. They live and breathe in the digital world. More importantly, they are the huge market that all companies are focused in attracting and winning in order to make their business successful in the 21st Century.

Having known this, companies can now create digital touch points and take advantage of OmniChannels that will engage this huge market and secondary markets.

Branding and Marketing – The Greater the Fit, The Greater the Results

The new marketing is a combination of communication, innovation, CRM, Loyalty and Rewards Program, Digital and Customer Experience Management.

The fusion of all these elements contributes to a better brand and efficient and effective marketing for the current conditions.

Add to the mix Branding, then you will have a powerful machine that pull the consumers towards the products and services of the company.

Branding and Marketing create an irresistible spell to the consumers. Once consumer says yes, and goes inside your store, customer experience takes over and validates the value proposition promised by the company.

It is a boom or bust scenario only if the customer experience is flawed because there is no or lack of understanding on the customer journey map.

The 6th Customer Lovefest – Great Line-up of Speakers and Thought Leaders

The 6th Customer Lovefest as a Customer Experience Conference in the Philippines parades a great line-up of speakers and thought leaders, they are: Carlo Ople, VP for Digital Marketing Strategy, PLDT; Edward Ng, Founder, Xirux Technology (Hongkong); Bo Lundqvist, President and CEO of Retail Associates; Steven Ladd, Lead Loyalty Business Consultant, AIMIA, Inc. (Singapore); Monica San Juan, Commercial Head, AirAsia Big Loyalty; Bea Hernandez, Business Head, Avail.At; Reuben Pangan, President, Air 21; Glenn Ong, VP of Customer Experience and Information Systems, Digits (Digital Walker and Beyond the Box); JV Wong, Chief Executive Igniter, People Ignite; James Cruz, Managing Director; FountainHead Technologies; and Joey P Reyes, Loyalty Consultant.

More than a Conference, It is an Engagement

The 6th Customer Lovefest as the first Customer Experience Conference in the Philippines is not only a conference where attendees seat and listen the whole day to speakers and thought leaders.

It is a conference that respects the expertise of the attendees and put premium in engagement.

Having said this, in the 6th Customer Lovefest are Engagement Programs like the Quicknet – where delegates get to experience speed networking to get the chance to know most of their co-delegates, Long Table Discussion – where the delegates become part of the panel where they can share their experience and ask speakers in a panel set-up; Workshops – where pressing questions of the industry are answered by delegates, and lastly, Brain Date – where we pair delegates in different industries to exchange ideas on their current challenges in Loyalty and Rewards Program and Customer Experience Management.

The event is produced and organized by Exlinkevents, one of the leading business events organizer and manager in the Philippines. For more information, visit www.customerlovefest.com or call Tel. Nos. 633-0153, 643-3887 or email info@exlinkevents.com.

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