Post-Conference B2B CX Focus Day

9:00 am - 9:30 am Chairman’s Closing Remarks & End of CMO Leaders

9:30 am - 9:40 am Chairman Opening Remarks

9:40 am - 10:20 am Embarking on B2B Digital Transformation to Enable Exceptional Customer Experience Delivery

·         Building a digital platform to allow customer journey visualisation
·         Mapping out customer’s touchpoints as well as internal stakeholders’ to identify expectations, bridge gaps and remove operational silos
·         Automating processes and workflow to enhance operational and service excellence

10:20 am - 11:00 am Panel: Driving B2B Customer Success in a Digital Landscape

        Defining the KPIs of customer success now vs. then and how does B2B differ from B2C?
        How can B2B organisations leverage strategic investments in people, technology and process to strengthen operational agility and customer response?
        Embedding customer-centricity across the organisation and influencing the focus on customer and value

11:00 am - 11:30 am Morning Tea & Networking Break

11:30 am - 12:10 pm B2B Guide to VoC: Capturing Feedback and Delighting Your Customer in a B2B Environment

        How to tailor your VoC programs to obtain accurate feedback in the complex B2B landscape?
        De-centralising customer mapping at account level to enhance understanding
        Translating customer insights into actionable sales and service opportunities 

12:10 pm - 12:50 pm Uncovering Moments of Truth from Your Customer's Journey with Empathy Interviews to Strengthen B2B Relationship

        Analysing pain points at each touch point to identify improvement areas
        Focusing on analysing emotional implications to develop better understanding
        Visioning your CX goal and aligning the execution strategy to achieve desired outcome

12:50 pm - 2:00 pm Lunch & Networking Break

2:00 pm - 3:20 pm ROUNDTABLE A: Unlocking Business and Customer Opportunities though Omnichannel Experiences

2:00 pm - 3:20 pm ROUNDTABLE B: B2B Employee Engagement to Improve Customer Satisfaction

2:00 pm - 3:20 pm ROUNDTABLE C: Visualising Customer Journey to Understand Pain Points Better

3:20 pm - 4:00 pm Moving towards B2B2C: Leveraging AI to Drive Targeted, Personalised, Value-Creating Customer Experience

        Utilising AI to analyse, identify and anticipate customer needs and enable direct relationship
        Strengthening relationships through personalised messages with predictive analysis
        Capturing business opportunities through AI-powered customer journey mapping to find blind spots 

4:00 pm - 4:10 pm Chairman’s Closing Remarks & End of B2B Focus Day