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Day 1


08.30 Registration & Morning Coffee  
09.00 Chairperson’s Welcome & Ice Breaking Session  
Vanessa Radd, Head, Business Development and Partnerships, APAC, Holition
09.30 ‘Owning’ to ‘Experiencing’: How the Asian Luxury Market is Changing 


  • Examine new and upcoming trends in the Asian luxury markets

  • Analysing the shift in luxury consumers’ spending preferences

  • Consumer insights across geographies: Southeast Asia, Greater China

  • Potential of India and other emerging markets

  • Rise of the affluent millennial: Influencing purpose, prestige and the new luxury

Amrita Banta, Managing Director, Agility Research & Strategy



10.30 Morning Refreshments & Networking Break  
11.00 Maintaining Brand Exclusivity while Embracing the Ubiquity of Digital


  • Key considerations behind embarking on digital platforms

  • How to balance between being aspirational and accessible?

  • How to ensure that digital platforms will not dilute brand prestige?

  • How to mitigate risks over the loss of control over digital?

  • Discuss potential pitfalls to avoid on digital channels


Florine Eppe Beauloye, Co-founder & CEO, mOOnshot digital


Vicky Pester, Head of Commercial, Lightfoot Travel

Steve Edo, CEO/Founder, Pure Entertainment Group



12.00 Lunch & Networking Break  
13.30 Beyond Glossy Print Advertisements: How to Create Meaningful Content to Speak to Consumers’ Hearts


  • Determine the types of content that appeal to your audience

  • How to craft compelling stories based on brand heritage and culture?

  • How to manage content across owned vs. paid vs. earned media

  •  How to translate existing brand narratives to different content formats?

  • Leveraging on visual social networks to evoke aspirational emotions

  • How to differentiate content from competitors’ to strengthen brand equity?



14.30 How Sephora Utilises Data to Personalise & Customise Experiences to Drive Brand Loyalty


  • Data as the key to personalisation and customisation

  • How does Sephora listen to and anticipate consumers’ needs and wants?

  • How does Sephora drive brand loyalty through tailored experiences?

  • How to leverage on digital channels to create intimacy in VIP relationships? Does email marketing still work?

  • How to integrate CRM activities globally to appeal to globetrotting luxury spenders?

Chris Walls, Head of CRM, Sephora Digital



15.30 Afternoon Refreshments & Networking Break  


16.00 Live Streaming, Augmented Reality, Artificial Intelligence: Emerging Technologies as the Future of Luxury Experiences?


  • Examine the types of technologies and opportunities available

  • How to leverage on technologies to craft high quality experiences that modern luxury consumers demand?

  • How to ensure that the technologies are aligned to my brand?

  • What are the investment costs required? How do I justify ROI to convince management buy-in?

  • Best practices and case studies from leading luxury brands around the globe and within Asia

Vanessa Radd, Head, Business Development and Partnerships, APAC, Holition

17.00 Chairperson’s Insights & Analysis of the Day’s Proceedings  
17.10 End of Day One  



Day 2


WORKSHOP AGENDA: Sustaining Brand Loyalty with Effective CRM Strategies

9am 5pm (Morning, afternoon refreshments & lunch will be served at appropriate intervals)


Session 1: Brand Loyalty in Luxury Consumers

• Does brand loyalty exist among luxury consumers?
• What drives loyalty in luxury spenders?
• How to build brand equity with increasing competition from emerging brands?


Session 2: Developing a CRM Framework

• Step-by-step guidelines to design a robust CRM strategy
   - Key considerations, applicable techniques and tactics
• Do loyalty programmes work for luxury consumers?
• Post sales engagement: How to drive loyalty?


Session 3: Social CRM Strategies

• How to leverage on social data?
   - Data collection & analysis
   - How to generate applicable insights from data
• What are some available tools and software?
• How to apply social media to luxury brands?


Session 4: Measuring Effectiveness

• How to measure effectiveness of CRM campaigns?
   - Setting KPIs and metrics
• Aligning to business objectives


Workshop Leaders

Krishnan Menon,
Chief Client Officer, Wunderman

Krishnan has 19 years of experience in the brand building, advertising, media and digital business in the Asia Pacific region. As the Chief Client Officer, Krishnan is responsible for all Wunderman’s services to all current and prospective clients in the APAC region.

Before joining the Wunderman network, Krishnan was with Kinetic Worldwide media running the Singapore operation and he also spent over 10 years with Ogilvy in different roles and offices in India. His experience includes work on clients such as P&G, Unilever, IBM, Vodafone, Tata, Dell, Jet Airways, ITC hotels and other clients across various APAC markets. He has led the development of CRM and digital projects across markets and industry verticals.

He has a keen interest in emerging media and consumer-centric communication and his areas of expertise include: CRM, Loyalty, Brand Activation, and Social Media.


Mark Miller,
Head of Planning – APAC, Wunderman

With over 20 years of marketing expertise, Mark Miller is the Head of Planning for Asia Pacific, responsible for the development of integrated strategic planning processes including data, digital, social, CRM, loyalty marketing and branding.

Mark has developed CRM and loyalty programs for T-Mobile, The Gap (Banana Republic), Wells Fargo, and Microsoft (Xbox, Office 365, and Microsoft Partner Network). His work had been recognised by the Direct Marketing Association, Forrester Consumer Forum, Web Marketing Association and OMMA.

He has worked with clients across a wide range of verticals, including technology, banking, insurance, legal, healthcare, pharmaceutical, telecom, automotive and public sector.


The programme may be subject to change. Pacific Conferences reserves the right to make any amendments that it deems to be in the interest of the event without any notice.

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