18 - 21 June, 2019
Equarius Hotel, Singapore

CONFERENCE DAY TWO

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
OCBC Bank

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

Robin Seow

Head of Global Marketing in Group Enterprise
Singtel

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
Tokopedia

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
Axiata

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
Alibaba

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