Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.

Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!

• How can micro-segmentation help companies identify and prioritise loyal customer segments? 
• Effective strategies for designing targeted loyalty programs based on micro-segment insights 
• How can micro-segmentation be used to predict customer churn and implement retention strategies for at-risk segments?  
• Challenges and ethical considerations when personalising loyalty programs based on micro-segmentation 
• Bridging the gap between digital natives and digital adopters  

• Micro-Segmenting Your Audience: Move beyond demographics and behavior – discover how advanced analytics and AI can identify nuanced micro-segments for truly personalised experiences 
• Dynamic Content & Offers: Craft real-time, adaptive content and recommendations that evolve based on individual preferences, purchase history, and even emotional state 
• Predictive & Proactive Engagement: Anticipate needs and wants before they arise – deliver pre-emptive support, suggest relevant products, and personalise every touchpoint in the customer journey

Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!

• Analysing B2B customer data can provide valuable insights into customer behavior, preferences, and needs
• Understanding these insights can help identify potential issues, anticipate customer needs, and tailor services to individual customers
• By using these insights to enhance customer experiences, businesses can increase customer retention rates and drive long-term growth

Explore how Maersk, with its wealth of customer data, transformed its approach to understanding customer sentiments at scale and across multiple sources.

• Raised net promoter score (NPS) from +6 in 2021Q1 to+41 in 2023Q1, an increase of 580% over two years.
• Capture upselling and cross-selling opportunities resulting in an increase of 57% gross profit across the Southeast Asia countries.
• Capture time savings of 32hours/month in report preparation and administration, thereby freeing up time to act on insights rather than spending them on insights generation. The time savings are equivalent to manpower savings of 0.2FTE/month.
• Exploring the untapped potential of its rich customer data and the need for a holistic understanding of Voice of Customer
• Leveraging advanced analytics to build a comprehensive data platform and self-serving business intelligence dashboard, empowering the frontline team with actionable insights on customer sentiments.
• Implementing predictive analytics allowed Maersk to proactively address at-risk customer profiles, driving continuous improvement efforts in customer experience.

Sarindar Frost

Head of Customer Experience
AP Moller Maersk

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Let us deep dive into how marketing and CX leaders can work with each other to serve the entire flywheel of the customer journey, what points of discord might arise and how we can work around them.

• Enhancing the entire customer journey by integrating marketing efforts with CX strategies to create a seamless and engaging customer-centric ecosystem
• Mitigating points of discord by fostering open communication, setting clear goals, and ensuring all stakeholders put customers first
• Prioritising collaboration, data sharing and ensuring a unified approach

Katja Forbes

Head of Client Experience
Standard Chartered Bank

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• Implementing digital customer care on social media platforms to prioritise customer satisfaction 
• Utilising social media as a channel for resolving customer issues and improving communication 
• Leveraging digital tools and technologies to enhance business operations and streamline customer support processes 

Lucia Zaidan B. Pedreira

Social Media Lead, APAC
3M

See Bio

Visit our Exhibition Hall, learn more about partners of CX Asia Week 2023 and you stand a chance to win prizes proudly sponsored by our partners.