Customer expectations continuously evolve, and businesses must adapt their CX strategies to keep pace. Inflationary pressures and market uncertainties challenged customer leaders 'to do more with less'. On top of evaluating the technology stack to maximise the utilisation of digital CX, customer leaders need to look into people and processes and how automation can help optimise your CX strategies.
Delve into the revolutionary concept of machine customers and how AI-powered systems are transforming the buying landscape.
• The emergence of custobots and their impact on commerce.
• The vast potential of over 7 billion interconnected devices acting as buyers.
• Strategies for businesses to adapt and thrive in this new machine-to-machine economy.
• Beyond vanity metrics: New frameworks for measuring data-driven CX initiatives.
• Creating a single source of truth while managing multiple customer data sources.
• Real-world examples: How leading Asian brands are monetising customer intelligence.
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!
Explores how Avolta's innovative loyalty program transcends borders to enrich customer engagement and drive loyalty.
• Seamless integration of rewards across 5,100 outlets in 73 countries, providing customers with a unified loyalty experience.
• Customised loyalty offerings that cater to diverse customer preferences, enhancing satisfaction and retention.
• Data-driven insights enabling continuous improvement of the loyalty program, ensuring relevance and effectiveness in different markets.
· The distinct values and preferences of different generations, from Baby Boomers to Gen Z
· Aligning marketing messages with the unique characteristics of each demographic group
· Content is King – creating engaging and valuable content in bite-sized formats
Customer loyalty is critical for businesses striving to thrive in today's uncertain economy and inflationary pressure. Companies can retain loyal customers and succeed in a competitive marketplace by providing exceptional customer experiences, building strong relationships, and delivering value to their customers. Gaining a new customer costs 4-7 times more than retaining one.
• Data as the Foundation of CX Excellence
• AI-Powered Customer Journey Transformation
• Data-Driven Insights for Personalization
• Future Trends in Data Management and AI
· Precision Over Presence: Why customers increasingly prefer focused, high-quality interactions through fewer channels rather than fragmented experiences across multiple touchpoints.
· The AI Content Paradox: How AI-powered content creation capabilities can actually harm customer relationships when not aligned with channel preferences.
· Mastering Channel Selection: Using data analytics to identify and optimise your most effective communication channels instead of trying to be everywhere at once.
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Winners will be announced at the Digital Marketing Asia on-floor theatre. Winners must be present to claim their prize!
Learn from Dr. Darren How's insights on designing effective employee experiences through corporate volunteering, as he shares about Jebsen & Jessen’s award-nominated “Meet a Need” programme that spans multiple countries.
• Exploring the connection between EX and CX: academic progress and practical considerations
• Best practices in employee engagement: how the signature ESG programme of Jebsen & Jessen emphasises active participation and community impact to drive engagement
• Beyond volunteerism, what engagement means to branding and satisfaction
Understanding how employee experience shapes the success of your digital CX transformation
• The ROI Reality: Moving beyond engagement scores to understand how employee experience directly impacts customer loyalty and business growth.
• The Frontline Factor: How leading brands are reimagining employee tools, training and culture in an AI-enhanced environment.
• Mind the Gap: Understanding critical disconnects between technology investments and employee empowerment - and how to bridge them.