18 - 21 June, 2019
Equarius Hotel, Singapore

CONFERENCE DAY ONE

8:00 am - 8:45 am Registration & Coffee & Tea

8:45 am - 9:00 am Chairman’s Welcome Remarks

9:15 am - 9:45 am Realising Scalable and Profitable Chatbots Across the Enterprise

Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
·      What are the market opportunities for chatbots amidst technology disruptors in the age of customer?
·      How can chatbots elevate next generation digital experiences?
·      Pitfalls and lessons learnt from chatbot implementation

Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

9:45 am - 10:15 am Beyond the Hype: Enterprise Deployment of Chatbots in Asia

Richard Dodds - Vice President of Strategic Partnerships, MessageBird
·      Moving to chatbots: A competitive edge in customer experience and brand differentiation
·      Deploying enterprise-ready chatbots that will delight
·      Realising ROI from successful chatbot integration with the right omni-channel strategy
Richard Dodds, Vice President of Strategic Partnerships at MessageBird

Richard Dodds

Vice President of Strategic Partnerships
MessageBird

10:15 am - 10:30 am Speed Networking

10:30 am - 11:00 am Morning Refreshment Break

·      Setting chatbot KPIs to measure channel effectiveness
·      Driving chatbot improvements and customer uptake in digital self-service
·      What are the best tools for measuring bot analytics and performance?
Felix Kurniawan, Chatbot Product Lead - Dispute Settlement & Operation at Tokopedia

Felix Kurniawan

Chatbot Product Lead - Dispute Settlement & Operation
Tokopedia

Sylwia Kulezsa, Senior Executive Director, Digital Engagement & Cross-Channel Sales at Standard Chartered Bank

Sylwia Kulezsa

Senior Executive Director, Digital Engagement & Cross-Channel Sales
Standard Chartered Bank

Alexa Lim, Head, Digital Marketing at Tokio Marine Group

Alexa Lim

Head, Digital Marketing
Tokio Marine Group

Linette Lim, Director, Admissions Strategy & Outreach at Singapore Management University (SMU)

Linette Lim

Director, Admissions Strategy & Outreach
Singapore Management University (SMU)

May-Ann Lim

Managing Director of TRPC Pte Ltd, and Executive Director of
the Asia Cloud Computing Association

12:15 pm - 12:45 pm Augmenting Voice and Digital Channels with AI-Powered Chatbots to Create, Elevate and Capture Customer Value

Martin Taylor - Global Chief Marketing Officer, Content Guru
·      Improving customer engagement with AI-driven insights
·      Powering chatbots to effectively anticipate and respond to customer needs
·      Achieving customer experience excellence through personalised and value-added interactions across channels
Martin  Taylor, Global Chief Marketing Officer at Content Guru

Martin Taylor

Global Chief Marketing Officer
Content Guru

12:45 pm - 2:00 pm Networking Lunch

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

2:00 pm - 3:30 pm ROUNDTABLE A: Designing a Conversational Chatbot Experience

Ricky Hi - Director, Operations, National Dental Centre Singapore

Ricky Hi

Director, Operations
National Dental Centre Singapore

2:00 pm - 3:30 pm ROUNDTABLE B: Enhancing Service Automation with Chatbots

Kavan Sito - Regional Head of Customer Operations, Shopee

Kavan Sito, Regional Head of Customer Operations at Shopee

Kavan Sito

Regional Head of Customer Operations
Shopee

2:00 pm - 3:30 pm ROUNDTABLE C: Assessing Key Skill Sets for Today’s Bot Trainers

Luzanne Chong - Head of Customer Experience, FWD Singapore
Andy Leong - Chatbot AI Trainer, FWD Singapore

Luzanne Chong

Head of Customer Experience
FWD Singapore

Andy Leong, Chatbot AI Trainer at FWD Singapore

Andy Leong

Chatbot AI Trainer
FWD Singapore

2:00 pm - 3:30 pm ROUNDTABLE D: Trends and Challenges in Developing Multillingual Chatbots

Ji (Jim) Zhang - Staff Algorithm Engineer, Alibaba

Ji (Jim) Zhang

Staff Algorithm Engineer
Alibaba

3:30 pm - 4:00 pm Afternoon Refreshment Break

4:00 pm - 4:30 pm Building Chatbot Scenarios to Anticipate and Improve User Interaction and Engagement

Chin Kiat Teo - Senior Manager, Customer Care Technology Program Management, Lazada Group
·      Monitoring feedback and analysing chatbot sessions for accurate insights
·      Chatbot user experience: How to craft valuable conversations
·      Creating a chatbot decision tree to improve customer journey mapping
Chin Kiat Teo, Senior Manager, Customer Care Technology Program Management at Lazada Group

Chin Kiat Teo

Senior Manager, Customer Care Technology Program Management
Lazada Group

4:30 pm - 5:00 pm Enhancing Workforce Productivity and Operational Efficiency with Chatbots

Yohanes Paulus Bisma - Systems Automation, Chatbot & Web Engineer, Performance Excellence Program – NatSteel Holdings
·      Identifying and prioritising key workforce aspects for chatbot applications
·      Shifting the focus of workforce to service delivery and customer experience
·      Boosting performance and productivity in the workplace through chatbots
Yohanes Paulus Bisma, Systems Automation, Chatbot & Web Engineer at Performance Excellence Program – NatSteel Holdings

Yohanes Paulus Bisma

Systems Automation, Chatbot & Web Engineer
Performance Excellence Program – NatSteel Holdings

5:30 pm - 5:40 pm Chairman’s Closing Remarks & End of Day One