DAY 4 - MAIN CONFERENCE: 24 September

CUSTOMER JOURNEY OPTIMISATION

10:40 am - 10:45 am Opening Remarks

10:45 am - 11:25 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

11:25 am - 11:30 am Award Announcement

Award announcement for the winners of:

  • Best Customer Experience Team
  • CX Vendor Excellence

11:30 am - 11:45 am Speed Networking

Here's an opportunity to meet and network with others at the conference. Don't forget to introduce yourselves!

11:45 am - 12:25 pm Capture Insights from Customer Journeys to Provide Relevant and Engaging Experiences

Kristine Chin - Vice President, Global Customer Experience, Twilio

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 opportunities to enhance customer conversion and retention


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Kristine Chin

Vice President, Global Customer Experience
Twilio

12:25 pm - 12:30 pm Shift Room

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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Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

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Jarod Ong

Head of Operations
Singapore Exchange

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Prasanth Thomas

Vice President, Innovation Platforms, Digital and Technology
Sembcorp Industries

1:10 pm - 1:15 pm Shift Room

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

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Nithi Kumar

Regional Head, Customer Experience
Kantar

1:55 pm - 2:00 pm Award Announcement

Award announcement for the winners of:

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

2:00 pm - 2:50 pm Break

Interactive Discussion Group

2:50 pm - 4:00 pm Roundtable F: Rethinking your Customer Engagement Playbook: How should businesses think of designing and delivering exceptional customer experience

Akshay Bharadwaj - Customer Engagement Platform Trainer, Twilio

In a competitive market, great customer engagement can play a strong differentiator. How does one design their customer engagement roadmap to be personalized, yet scalable in delivering exceptional customer experience?

  • What are the key considerations to keep in mind while creating your customer engagement plan so that it is a good representation of your company’s brand
  • Technology as a key enabler for designing contextual and intelligent engagement channels
  • How can companies empower their teams with the right tools to build an environment of experimentation to delivering exceptional customer experience


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Akshay Bharadwaj

Customer Engagement Platform Trainer
Twilio

2:50 pm - 4:00 pm Roundtable G: CX And The Next Generation Of Workforce Management

Hayden McNamara - Director, Pre-Sales - APAC, Active Operations Management
  • Operational benchmarks scores through the COVID Pandemic
  • Matching the right WFM solution to the new workforce demands
  • Balancing Time, Work, and People for an engaged workforce




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Hayden McNamara

Director, Pre-Sales - APAC
Active Operations Management

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

Velid Begović - Regional Director, APAC, Infobip
Emira Oepangat - Head of Life Operations, PT Chubb Life Insurance Indonesia

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?

  • Learn how to develop and introduce small changes that have an accumulative positive impact for your customers
  • Enable continuous VOC strategies, creative analysis, and immediate insight distribution
  • Establish collaborative cross-department teamwork and accountability




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Velid Begović

Regional Director, APAC
Infobip

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Emira Oepangat

Head of Life Operations
PT Chubb Life Insurance Indonesia