RETAIL REIMAGINED / Unlocking Customer Centricity

Unlocking Customer Centricity


Learn how the Hospitality industry has changed post the pandemic in this episode of Retail Reimagined with Dilpreet Singh, Head of CRM, loyalty and Customer Analytics, ITC Hotels as he talks in-depth about the true owners of customer experience in a business, the 4Cs model of CRM, and how Loyalty programs have evolved over the years. This 40 min conversation is no less than a myth buster about the misconceptions of CRM & Loyalty.


00:00 - 01:08 - Introduction
01:08 - 04:06 - Dilpreet's journey of exploring Retail
04:06 - 07:07 - The significant change in Customer Loyalty: from Punch Cards to CRM
07:07 - 10:50 - Who are the true owners of Customer Experience in the Business?
10:50 - 13:25 - The post-pandemic effect on Hospitality & How!
13:25 - 15:29 - Understanding the 4-box Framework of the Hospitality Industry.
15:29 -18:32 -  The sustained validity of the 4-box customer experience model in Retail.
18:32 - 24:30 - Digital Transformation of CRM & Loyalty: The 4Cs of CRM
24:30 - 27:58 - Are CRM & Loyalty Different? Uncovering The Big Misconception!
27:58 - 32:39 - Customer Retention is the New Acquisition?
32:39 - 40:00 - The upcoming trends of CRM & Loyalty Programs for Brands


Dilpreet is a seasoned CRM and Loyalty professional with 17 years of experience across varied industries like Hospitality, QSR, Retail, and BFSI. He has been instrumental in developing and managing scalable Loyalty programs powering the two greatest growth levers – Retention and Lifetime value.

Dilpreet's area of interest and experience lies in understanding the consumer psychi\problem and working on a solution to enhance their experience. He has worked with top brands like Amex, Oberoi Hotels & Resorts, and Dominos and in his current role he is leading the digital transformation initiatives through the implementation of  CRM and Loyalty programs.


Jitendranath Patri is the Principle Consultant at Xeno. With over 25+ years of working in Retail and leading Marketing at Central & Brand Factory, he has extensive experience in Marketing, CRM & Customer Loyalty, and technology. At Xeno, he hosts a Podcast “Retail Reimagined” where he speaks to CXOs from the retail industry and explores their journeys, experiences, and business insights.

dilpreet crm podcast

ft. Dilpreet Singh, Head - CRM, Loyalty & Customer analytics,  ITC Limited


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