1. Ideas and strategies to win,
retain and wow your customers
www.terrapinn.com/asiacustomerfest
6 - 7 October 2015, Suntec Singapore International Convention & Exhibition Centre

2. 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.

3. Creating the magical journey
Robert 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

4. 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 strategy
Speaker: 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 Panel
Everybody 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
09:00
10:30
11:15
11:35
11:55
12:15
13:00
14:30
14:50
15:10
15:30
15:50
17:40 17:45
09:10
16:40
17:10
16:20
09:40
10:10
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
offline
Speaker: 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
capital
Speaker: 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 data
2. Using data to deliver timely and personalised
interaction
3. Role of frontline staff in customer journey
4. Making the omnichannel experience natural
Roundtables
Day 1, 6th
October 2015, Tuesday
Chairman’s closing remarks & end of conference Networking Cocktail

5. 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 analysis
Speaker: 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 users
Speaker: 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
14:00
14:20
14:40
15:00
15:45
15:50
09:10
09:40
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 data
2. Using feedbacks to improve the brand
experience
3. Enhancing the digital retail experience
4. Utilising analytics to guide the customer
purchase
Roundtables
Day 2, 7th
October 2015, wednesday

6. 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 attendees
1 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

7. CONFERENCE
TRACK2
SEMINAR
THEATRE
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
B01
A01 C01
ENTRANCE
PREMIUMKEYNOTE
AVAILABLE
CONCEIRGE
START-UPPODS
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

8. 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
BOOK NOw
There’s so much great content, you can’t possibly cover it all alone!
Bring your team and get and extra discount.
BRING YOUR TEAM
Register now and get the offer price - on your phone
Scan this QR pattern with the camera on your smartphone
and register.
Don’t have a QR reader app? You can download one for free
from the App Store. Don’t have a smartphone? You can also
register on our web site at www.terrapinn.com/acfbroc
DELEGATE BOOKING
Package
Pod & 2-Day Pass
3-Day Package
2-Day Package
Before 12 June 2015 Final Price
SGD 4995 (Only 10 Pods available)
SGD 1650 SGD 3295
SGD 1075 SGD 2150
RESERVE YOUR
PLACE TODAY500
Delegates
1000
attendees
40
exhibitors

9. get involved
TO BE THERE:
www.terrapinn.com/asiacustomerfest
TO SPEAK:
mildred.ang@terrapinn.com
TO SPONSOR
Nadia.wahid@terrapinn.com
CALL US NOW
+65 6332 2701