18 - 21 June, 2019
Equarius Hotel, Singapore


8:15 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:15 am Chairman’s Opening Remarks

9:15 am - 9:45 am Positioning Chatbot across Channels to Maximise Transactional Opportunities

·      Integrating chabots to omnichannel to allow unified engagement and accessibility
·      improving user digital experience to enhance service satisfaction and channel uptake
·      Streamlining transactional opportunities with advanced self-service function
Deb Tan, Head of Engineering, Digital IT at Digi Telecommunications

Deb Tan

Head of Engineering, Digital IT
Digi Telecommunications

9:45 am - 10:15 am Planning Channel Migration to Promote Chatbot Uptake

·      Migrating customers from telephone and email to digital usage
·      What should an organisation consider and act upon in making chatbots the key communication channel?
·      Evaluating tangible and intangible benefits and performance of true omni-channel capabilities and functionality 

Kailash Ramalingam

Regional Head, DBS Customer Centre & Service Platforms
DBS Bank

10:15 am - 11:00 am Morning Refreshment Break

·      Enhancing lead generation and customer acquisition with chatbots
·      Advancing chatbot engagement with segment-specific customer insights
·      How can chatbots enable unified communications and bring in a whole new level of customer engagement?
Cedric Dias, Head - Digital, Social Media and Product Marketing at OCBC Bank

Cedric Dias

Head - Digital, Social Media and Product Marketing

Robin Seow, Head of Global Marketing in Group Enterprise at Singtel

Robin Seow

Head of Global Marketing in Group Enterprise

Robert Ramos

Corporate Technology Lead – Asia
FCM Travel Solutions Asia

Nicholas Chee

Executive Director, Group Channels & Digitalisation
United Overseas Bank (UOB)

11:45 am - 12:15 pm Data Training: Converging big data and AI to create a delightful chatbot experience

• Transforming chatbots into a better platform to crunch larger amount of data
• Driving towards an accurate response for a chatbot to analyse data given by the customers
• Remodelling chatbots with the integration of big data to deliver a comprehensive explanation through conversations
Felix Kurniawan, Chatbot Product Lead - Dispute Settlement & Operation at Tokopedia

Felix Kurniawan

Chatbot Product Lead - Dispute Settlement & Operation

12:45 pm - 2:00 pm Networking Lunch

1:30 pm - 2:00 pm Introducing Voice Bots to Promote User Accessibility and Interactions

·      Developing digital capabilities to build a voice bot
·      How can AI-powered conversational analytics enhance customer interactions?
·      Facilitating intelligent voice interactions between users and services to generate actionable insights
Ravi Madavaram, Head of Marketing and Customer Experience at Axiata

Ravi Madavaram

Head of Marketing and Customer Experience

2:00 pm - 2:30 pm Alibaba’s Journey to Building a Cross-Lingual Chatbot

·      Integrating business domains to improve language algorithm
·      Leveraging multilingual data platforms to better understand local communication context
·      Training and refining lingual data through bilingual language systems

Ji (Jim) Zhang

Staff Algorithm Engineer

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

3:00 pm - 3:30 pm Sharing Pernod Ricard’s Experience of Using Chatbot at Product Launch Campaign

·         Using chatbot to elevate brand experience and interactions
·         Creating direct engagements with customers and response to their feedback in a timely manner
·         Utilising chatbot to gain deeper customer insights to enhance customer experience
Greg Tan, Digital Manager at Pernod Ricard Singapore

Greg Tan

Digital Manager
Pernod Ricard Singapore

3:30 pm - 4:00 pm Moving Towards Transactional Bots to Monetise Sales and Marketing Opportunities

·      How are chatbots modernising sales and marketing and the entire customer journey?
·      Enabling user authentication and access to purchase history to better streamline customer transactions
·      Integrating chatbots with CRM for accurate insights on sales opportunities
Deb Tan, Head of Engineering, Digital IT at Digi Telecommunications

Deb Tan

Head of Engineering, Digital IT
Digi Telecommunications

4:00 pm - 4:30 pm Revolutionising Customer Experience and Achieving Cost Savings with Problem-Solving Bots

·      Scaling chatbots for maximum business impact and an improved bottom line
·      Fine tuning chatbots for effective enquiry handling and complaint resolution
·      Attaining operational excellence with chatbots in process automation and service efficiency
Seshadri Vyas, Product Head, Customer Experience at Go-MMT Group

Seshadri Vyas

Product Head, Customer Experience
Go-MMT Group

Shweta Modi, Director, Process Excellence & NPS at Go-MMT Group

Shweta Modi

Director, Process Excellence & NPS
Go-MMT Group

5:00 pm - 5:10 pm Chairman’s Closing Remarks & End of Summit