DAY 4 - MAIN CONFERENCE: 24 September

CUSTOMER JOURNEY OPTIMISATION

10:00 am - 10:10 am Opening Remarks

10:10 am - 10:40 am The Power of Design-Thinking in Optimising Customer Journeys in Manulife

Min Cheng - Head of Strategy & Customer Experience Design, Manulife
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Min Cheng

Head of Strategy & Customer Experience Design
Manulife

10:40 am - 11:10 am Cross Channel Value Realisation through 360-Degree Customer Insights

Catherine Ballantyne - Regional Vice President APJ, Solutions Consulting, Tealium

Today, there are unlimited ways to reach your customers - online, email, social, mobile apps and more. It’s crucial for companies to create a cohesive brand experience for customers at every touchpoint.

• Data supply chain, analytics and engagement – examine the pillars of a modern engagement stack

• Discuss must-haves of first-party customer data strategy 

• Optimising existing analytics investment with an event data framework 

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Catherine Ballantyne

Regional Vice President APJ, Solutions Consulting
Tealium

11:20 am - 11:25 am Award Announcement

Award announcement for the winners of:

  • Best Customer Experience Team
  • CX Vendor Excellence

11:25 am - 11:30 am Power Demo Drive


11:30 am - 12:10 pm Capture Insights from Customer Journeys to Provide Relevant and Engaging Experiences

When you’re looking to improve customer experience, it’s important to think like your customer, understand their point of view and be mindful of them at every step of their journey with you. 

  • From reactive to anticipatory: Learn to analyse customer journeys to understand customer satisfaction at every touchpoint
  • Examine how best to harness technology to enable real-time customer response and decode true customer sentiments
  • Uncover personalisation opportunities to enhance customer conversion and retention


Omnichannel customers are proven to spend 208% more than customers who shop in store only. And the business opportunities will only continue to intensify, as new digital technologies and touchpoints emerge.

  • From online and offline touchpoints to journeys: Grasp the true dimensions of customer centricity
  • Gain insights on linking customer journeys to critical business outcomes
  • Recognise the importance of uniting expectations of customers, distributors and value chain employees to deliver greater value and improved efficiencies
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Mike Eksteen

Vice President, Digital – Asia Pacific
Chubb

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Raynu Niyomdechar

Group Vice President, Customer Experience
FWD Group

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Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

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Jarod Ong

Head of Operations
Singapore Exchange

12:50 pm - 12:55 pm Award Announcement

Award announcement for the winners of:

  • Best Use of CX Technology
  • Best Omni-Channel Experience

12:55 pm - 1:40 pm Lunch Break

The way customers shop, how they consume information online, and how they engage with businesses through their devices, are changing. Companies need to adapt to new customer behavior and reshape their existing business models if they want to succeed in the marketplace.

• Putting the customer first – applying the concept of transitioning from product design thinking to experience design thinking

• Examine how best to steer customers to channels that fit their needs and purposes

• Discuss the importance of high channel engagement with thoughtful, personalised interactions for a successful omni-channel strategy



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Chatrudee Ngamvalairatt

EVP, Customer Experience Management
Bank of Ayudhya

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Michelle Fernandez-Castillo

Digital Experience & GTM Director
Globe Telecom

Interactive Discussion Group

2:50 pm - 4:00 pm Roundtable F: Master Customer Engagement and Interactions

  • Analyse the efficacy of customer communications and interactions on various communications platforms
  • Learn how community collaboration can improve real-time complaints resolution and feedback management
  • Gain social insights to better understand the needs and interests of different customer groups




2:50 pm - 4:00 pm Roundtable G: Tap into the Benefits Of A Remote Workforce: Upscaling Customer Service and Experience

  • Gain insight on how digitalisation presents new opportunities to disrupt and innovate CX
  • Explore how a remote workforce can be maximised to transform service delivery
  • Review effective digital acceleration strategies to scale organisational performance and business growth




2:50 pm - 4:00 pm Roundtable H: Keeping Up With Change: The Agile Approach To Evolving Customer Journeys

Instant gratification has really become the new norm for customers today. A click here, a click there, all will result in a purchased product or a service being fulfilled. But how are companies keeping up with this ever-changing environment, and what is next big change?