Industry Knowledge
Min Read

Uncovering CX secrets of Lal's Group and ITC Hotel

xeno pulse lal's group Itc hotels
Published On
April 20, 2023

From the evolution of Loyalty programs: Punch Cards to CRM; To decoding the difference between Retail and e-commerce …🛒 This edition of Xeno Pulse has it all! With 2 amazing Podcasts,🎙️ Let’s hear it straight from Dilpreet Singh, and Dharmendra Mehta: hashtag#Podcast hashtag#Newsletter

Hello Hello Hello,

Long summer days are finally here! It's time to ditch the cozy blanket & boring routine and spice things up with some new entertainment.

And while you try to figure out “what more” you can do, we’ve bought 2 amazing podcasts for you.🤯

So sit back & turn in your headphones, hit play, and let our podcasts add a pinch of value to your perfect holiday:

🎙️ The Customer Experience Trap: Why CRM & Loyalty Programs Aren't Enough

Xeno's podcast Retail Reimagined image with a minimalist design, featuring the show's title and host's name against a solid background.

In this episode of Retail Reimagined, Dilpreet Singh, Head - CRM, Loyalty & Customer Analytics, ITC Hotel, shares his vast experience in creating the digital transformation of CRM and the 4-box CRM framework of the Hospitality Industry. This 40 min conversation is no less than a myth buster about the misconceptions of CRM & Loyalty.

Tune into this masterclass to understand about:

➡️ The evolution of Customer Loyalty: from Punch Cards to CRM

➡️ The post-pandemic effect on Hospitality & How!

➡️ Are CRM & Loyalty Different? Busting The Big Misconception!

➡️ How Customer “Retention” is the New “Acquisition”.

<< Listen to the full episode: Episode 9 >>

🎙️Unlocking Customer Centricity: Revealing Insights from Multi-Million Brand

Xeno's podcast Retail Reimagined image with a minimalist design, featuring the show's title and host's name against a solid background.

In this episode of Retail Reimagined, Dharmendra Mehta, Business Head of eCommerce, Lals Group, shares his extensive experience of pioneering both the Indian & Middle East markets. This 30-minute conversation is no less than an insider insight from a Multi-Million Dollar Retail Brand covering a variety of topics including customer centricity, consumer preferences, and the key retail future trends.

Tune into this masterclass to understand about:

➡️ Is Retail an Art or Science? Or Both?

➡️ Discovering the Mecca of Retail: From India to the Middle East

➡️ Effective Customer Integration in the Age of Intelligence

➡️ Retail & Metaverse: The Nascent Dependency.

<< Listen to the full episode: Episode 8 >>

♨️ Newly Launched at Xeno: CRM v/s Loyalty: Are these two different?🤔

In today's cut-throat retail industry, businesses must invest in strategies that foster customer loyalty and retention. Customer Relationship Management (CRM) and Loyalty Programs are two such approaches that have become increasingly popular in recent years.

Surprisingly, both these approaches are often considered fundamentally exchangeable. Truth is, they are NOT SAME.❌

Our recent blog dwells deeply into the similarities & differences of both and also reveals how CRM and Loyalty make a perfect pair to win customers. Read: << CRM v/s Loyalty: Are these two different? >>

Do revert to this email and tell us which episode did you like the most.

Hope you have a musical weekend ahead🎧 .

Until next time,


Marketing & Content Strategist

Anisha Arora is an experienced Marketing & Content Professional who often breaks down complex topics for readers here. She collaborates with various teams to seamlessly combine different viewpoints and knowledge about customer retention, CRM, loyalty, and marketing technology. When she's not working, you'll find Anisha sipping coffee and binge-watching her favorite TV shows.


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