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November 19 - 22, 2024 | Singapore
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21 November 2024 | Main Conference Day 2

19 November 2023 | Pre-Conference Office Immersion Visit 20 November 2024 | Main Conference Day 1 21 November 2024 | Main Conference Day 2 22 November 2024 | Post-Conference Focus Day - Customer Data, Privacy & Gen AI
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8:00 am - 8:55 am Morning Refreshments & Registration

8:55 am - 9:10 am Opening Remarks by Chairperson

Katja Forbes - Head of Client Experience, Standard Chartered Bank
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Katja Forbes

Head of Client Experience
Standard Chartered Bank
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Optimising your CX Strategies

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.

9:10 am - 9:40 am Marvelous Experience Playbook - Transforming Experiences Across Customer, Employee, Partner and Society Journeys

Chirag Sukhadia - Chief Enterprise Data Analytics Officer, Indosat Ooredoo Hutchison

Succeeding in the experience economy requires companies to deliver world class experiences not just to customers, but to all stakeholders, viz., employees, partners, shareholders and planet. Indosat Ooredoo Hutchison embarked on a very ambitious project to transform experiences across customer, employee, partner and society journeys. Under the title of Marvelous Experience, a squad of 18 employees (Xengers) identified and executed on 31 projects across diverse domains to improve experience. The result is improved CSAT, NPS, industry leading revenue and profit growth. We will share our complete lessons on this journey.

  • Delivering world-class experiences to all stakeholders
  • Strategising to improve experiences across customer, employee, partner, and society journeys
  • Improving CSAT, NPS, and industry-leading revenue and profit growth
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Chirag Sukhadia

Chief Enterprise Data Analytics Officer
Indosat Ooredoo Hutchison
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9:40 am - 10:10 am Industry Thought Leadership – Foundation Event Partner | Streamlining Processes, Reducing Friction, and Improving Communication with Customers

9:10 am - 9:40 am Revolutionising the Digital Banking Experience through Customer-Centricity

Nick Woodruff - Chief of Staff, Trust Bank

Trust Bank, backed by Standard Chartered Bank and FairPrice Group, launched in September 2022 and became one of the world's fastest growing digital banks by market share. By the end of year one, more than 600,000 customers had opened Trust Bank accounts, equivalent to 12% of the Singapore market. In this session, Nick will cover what it means to embed customer-centricity into an organisation's culture and how Trust's approach to innovating for customers led to its rapid growth.

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Nick Woodruff

Chief of Staff
Trust Bank
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10:40 am - 11:00 am Speed Networking Session

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.

11:00 am - 11:30 am Morning Break & Refreshments

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

11:30 am - 12:00 pm Increasing the Utilisation Rate of Digital CX to Maximise ROI

  • Re-evaluating your tech stack to identify redundancy and underutilised technologies 
  • Increasing customer engagement and incentivise them to use digital channels more frequently
  • Providing a seamless omnichannel experience and allowing customers to move between channels without losing context

12:00 pm - 12:30 pm Industry Thought Leadership | The Future of AI

Tom Blackman - Head of Global Accounts - Asia Pacific and Japan, Zendesk
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Tom Blackman

Head of Global Accounts - Asia Pacific and Japan
Zendesk
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12:30 pm - 1:10 pm Panel Discussion | Small Budget, Big Impact: Creative CX Strategies for Resource-Constrained Teams

Bruce Wagner - Head of Customer Experience, The Reserve SG
Joseph Tsao - Head of Customer Experience, PRISM+
Aurelie Pillot - Client Journey & Experience Lead, APAC, JLL
  • Understanding the role of CX in driving business growth and revenue generation
  • Building a culture of customer-centricity and empowering employees to drive CX innovation and excellence, even with limited resources
  • Creating engaging and memorable customer experiences on a limited budget
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Bruce Wagner

Head of Customer Experience
The Reserve SG
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Joseph Tsao

Head of Customer Experience
PRISM+
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Aurelie Pillot

Client Journey & Experience Lead, APAC
JLL
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1:10 pm - 2:10 pm Lunch & Networking Break


Championing Customer Loyalty to Navigate Economic Uncertainties

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.

2:10 pm - 2:40 pm Future-Proofing the Business by Embracing Data-Driven and Digital CX

David Wei - Head of Digital, FrieslandCampina
  • Embracing new-gen data platform and digital assets
  • Delivering digital experiences in the cookieless era
  • Future-proofing the business with first-party data
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David Wei

Head of Digital
FrieslandCampina
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2:40 pm - 3:10 pm Developing Innovative Ways to Retain, Reward and Grow the Business Through Customer Advocacy

Guillermo Arbeiza - Chief Customer Officer, Singlife
  • Identifying the key emotional drivers that impact customer experience
  • Implementing strategies for creating personalised, memorable experiences 
  • Exploring creative premiumisation methods
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Guillermo Arbeiza

Chief Customer Officer
Singlife
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3:10 pm - 3:40 pm Industry Thought Leadership | Creating a Great Customer Experiences that will Lead to Loyal Customers, Improved Word-of-Mouth Promotion, and Increased Revenue


3:40 pm - 4:20 pm Panel Discussion | Building a Blueprint for Customer Success in Boosting Customer Loyalty and Increasing Revenue

Prithu Srivastava - Chief Customer Officer, DHL Supply Chain APAC
Eddie Chin - Head of Customer Success Institutional, PropertyGuru Group
Wella Atayde - Customer Operations Fleet and CRT APME, Manila Customer Operations Community Lead, Shell
Chris Ng Enhan - Director of Customer Success, ST Engineering
Grace Tang - Vice President — Global Customer Advocacy, Razer
  • Identifying the key components of a successful customer success strategy
  • Tapping on customer loyalty to attract new customers and generate additional revenue streams
  • Learning how to measure the success of a customer success strategy based on revenue and loyalty metrices  
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Prithu Srivastava

Chief Customer Officer
DHL Supply Chain APAC
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Eddie Chin

Head of Customer Success Institutional
PropertyGuru Group
See Bio
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Wella Atayde

Customer Operations Fleet and CRT APME, Manila Customer Operations Community Lead
Shell
See Bio
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Chris Ng Enhan

Director of Customer Success
ST Engineering
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Grace Tang

Vice President — Global Customer Advocacy
Razer
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4:20 pm - 4:50 pm Afternoon Break & Refreshments

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

4:50 pm - 5:20 pm Embracing the Rise of Green and Sustainable CX: How Prioritising Environmental Sustainability Can Drive Customer Experience

Helen Ng - Chief Executive Officer, General Storage Company (Lock+Store)

Lock+Store, a leading self-storage company, is propelling itself towards a greener future by blending digitalisation and Environmental, Social, and Governance (ESG) efforts. Post-pandemic, the company is adapting to become more sustainable while enhancing the customer experience.

  • Incorporate sustainable design principles into their CX initiatives to minimise the environmental impact of their products and services
  • Encouraging customers to embrace digital innovations and become your advocates
  • Creating a powerful sense of brand purpose and contribute to increased customer loyalty
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Helen Ng

Chief Executive Officer
General Storage Company (Lock+Store)
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5:20 pm - 5:50 pm Enhancing Customer Experience Through Experience Design

Sanchita Ray - Head of User and UX Research, Lazada
  • Utilising user research and analysis to gain insights into customer preferences, behaviors, and pain points, informing the design process
  • Implementing intuitive and user-friendly interfaces that prioritize ease of use, accessibility, and seamless interactions to enhance the overall customer experience
  • Maintaining consistent design elements, visual identity, and branding across different touchpoints, establishing a cohesive and recognizable customer experience
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Sanchita Ray

Head of User and UX Research
Lazada
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5:50 pm - 6:00 pm Day 2 Prize Giveaway & Lucky Draw

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.

6:00 pm - 6:00 pm Chairperson’s Closing Remarks and End of Conference

In Partnership With :

CX Network

QUESTIONS?

Contact us via email at enquiry@iqpc.com.sg.

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