22 - 25 September, 2020 | SANDS EXPO & CONVENTION CENTRE, SINGAPORE

Post-Conference B2B CX Focus Day


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Michael McGlynn

Head of Marketing + Communications New Zealand/ Australia
Tonkin + Taylor

        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
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Pascal Gerard Daniel

Chief Operating Officer, Customer Quality - Asia Pacific & Japan
Nokia

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Jean Leong

Head of Marketing
Goodrich Global

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Robin Seow

Head of Global Marketing in Group Enterprise
Singtel

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Michael McGlynn

Head of Marketing + Communications New Zealand/ Australia
Tonkin + Taylor

10:20 am - 11:00 am Leveraging Chatbot to Enhance Market Outreach To Strengthen B2B2C Landscape

Jean Leong - Head of Marketing, Goodrich Global
• Introducing chatbot to capture digital customers
• Improving conversation by navigating customers to right content and information at 24/7
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Jean Leong

Head of Marketing
Goodrich Global

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

Philipp Gockel - Global Senior Manager Customer Delivery Experience, Schneider Electric
        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 
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Philipp Gockel

Global Senior Manager Customer Delivery Experience
Schneider Electric

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

Michael McGlynn - Head of Marketing + Communications New Zealand/ Australia, Tonkin + Taylor
        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
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Michael McGlynn

Head of Marketing + Communications New Zealand/ Australia
Tonkin + Taylor

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

Catherine Loh - Head of Digital Customer Experience, Asia Pacific, JLL

Catherine Loh

Head of Digital Customer Experience, Asia Pacific
JLL

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

Maggie Png - Senior Manager, Group Customer Experience, Capitaland
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Maggie Png

Senior Manager, Group Customer Experience
Capitaland

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

Philipp Gockel - Global Senior Manager Customer Delivery Experience, Schneider Electric
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Philipp Gockel

Global Senior Manager Customer Delivery Experience
Schneider Electric

3:20 pm - 4:00 pm Driving a Digital Transformation to Solve Customer Experience Silos

Ramesh Munamarty - Senior Executive Vice President, Technology and Innovation, International SOS
• Building a digital platform to allow customer journey visualisation
• Automating processes and procedures to enhance work efficiency
• Mapping out customer touchpoints and stakeholders to remove silos in identifying their wants/needs
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Ramesh Munamarty

Senior Executive Vice President, Technology and Innovation
International SOS

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