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
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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?
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Felix Kurniawan

Chatbot Product Lead - Dispute Settlement & Operation
Tokopedia

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Sylwia Kulezsa

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

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Alexa Lim

Head, Digital Marketing
Tokio Marine Group

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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 - Deputy Chief Executive 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
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Martin Taylor

Deputy Chief Executive 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

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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

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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
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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
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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