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 Breathing Life to your Chatbot: Branding, Personality and Tone

·      Injecting corporate and brand identity into chatbot development
·      Designing chatbot persona with the right tone, context and language
·      Devising effective campaigns to spur customer experience and positive brand outcomes

9:45 am - 10:15 am Leveraging Artificial Intelligence and Predictive Analytics to Personalise Chatbot Experiences

·      Taking chatbots beyond functional to personalised customer engagement
·      Investing in AI and predictive analytics to bridge customer experience gaps and deliver enhanced business ROI
·      Insights into innovative and interesting use cases of AI-powered chatbots to drive customer experience excellence
(Reserved for sponsor)

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

11:00 am - 11:30 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
(Reserved for sponsor)
·      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


Juliana Chua

Head of Digital Transformation
NTUC Income


Robin Seow

Head of Global Marketing in Group Enterprise

12:15 pm - 12:45 pm Strategic Chatbot Rollout from Platform Selection to Integration through to Deployment

Balamurugan Muniraju - Vice President, Contact Centre Operations, Astro
·      Capitalising on the growing popularity of messaging platforms and conversational experiences
·      Mitigating threats and ensuring user security on internet infrastructure and integrated platforms
·      Best practices for building a robust chatbot integration and deployment strategy

Balamurugan Muniraju

Vice President, Contact Centre Operations

12:45 pm - 2:00 pm Networking Lunch

2:00 pm - 2:30 pm Digital Innovation: Creating Immersive and Winning Chatbot Experiences with Gamification

·      How are chatbots pivotal to creating immersive engagement and complete experiences for customers?
·      Incorporating game design principles into a chatbot’s conversational framework
·      Gamifying conversations and chatbot funnels to build brand loyalty
(Reserved for sponsor)

2:30 pm - 3:00 pm Humanising Chatbot User Experience in a Digital Era

·      Enhancing creativity and community in customer interactions
·      Infusing the human touch into AI-powered chatbots
·      Perfecting the art of service culture to boost customer satisfaction and loyalty

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

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

Anwar Ishak - Head of Digital IT, Digi Telecommunications
·      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

Anwar Ishak

Head of Digital IT
Digi Telecommunications

4:00 pm - 4:30 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
Performance Excellence Program – NatSteel Holdings

4:30 pm - 5:00 pm Revolutionising Customer Experience and Achieving Cost Savings with Problem-Solving Bots

Seshadri Vyas - Product Head, Customer Experience, Go-MMT Group
Shweta Modi - Director, Process Excellence & NPS, Go-MMT Group
·      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
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