By Invitation Data & Analytics Leaders Forum

Part of the CX Asia Week 2019, the Data & Analytics leaders is a closed-door forum for Asia’s senior customer insights and analytics executives to discuss how they can further elevate organisational performance and the delivery of CX through enabling data-driven decision making.

*The CXO Leaders Forum @ CX Asia Week is by-invite only. To express interest, please contact Nadia Kim at Nadia.Kim@iqpc.com.sg.

2:00 pm - 2:10 pm Chairman’s Welcome Remarks

Part of the CX Asia Week 2019, the Data & Analytics leaders is a closed-door forum for Asia’s senior customer insights and analytics executives to discuss how they can further elevate organisational performance and the delivery of CX through enabling data-driven decision making.

2:10 pm - 2:50 pm CDO PANEL: Customer Data: Balancing Privacy, Compliance and Innovation

·         Fuelling the next stage of business growth with data monetisation
·         How can organisations ensure the appropriate use of customer data, mitigate data risk whilst driving competitive innovation?
·         Approaches to developing a trusted and transparent data governance ecosystem
Anand Sundaresan, Head, Customer Insights & Analytics at HOOQ

Anand Sundaresan

Head, Customer Insights & Analytics
HOOQ

Part of the CX Asia Week 2019, the Data & Analytics leaders is a closed-door forum for Asia’s senior customer insights and analytics executives to discuss how they can further elevate organisational performance and the delivery of CX through enabling data-driven decision making.

2:50 pm - 3:20 pm Strengthening Organisation’s Data Capabilities for Enhanced Customer Relationship Management

·         Developing a data and analytics framework governing the collection, use, sharing and storage of customer data
·         Improving customer relationships with historic data and predictive analytics
·         Utilising data visualization tools to effect performance across marketing, sales, product etc.
Part of the CX Asia Week 2019, the Data & Analytics leaders is a closed-door forum for Asia’s senior customer insights and analytics executives to discuss how they can further elevate organisational performance and the delivery of CX through enabling data-driven decision making.

3:10 pm - 4:30 pm ROUNDTABLE A: Driving Business Value and Customer Growth in the New Data Economy

·         Acquiring an in-depth understanding of your customers
·         Using data inisghts to drive value-added interactions throughout the customer journey
·         Identify opportunities for maximising customer lifetime value 
Graeme Davidson, Head of Data and Analytics, Asia at FCM Travel Solutions

Graeme Davidson

Head of Data and Analytics, Asia
FCM Travel Solutions

3:10 pm - 4:30 pm ROUNDTABLE B: Cracking Natural Language Processing to Decode Real Customer Sentiments

·         Going beyond traditional scoring metrics to acquiring in-depth customer understanding
·         The importance of customer intent and context
·         Empowering the CX, marketing and even product team with newfound insights

3:10 pm - 4:30 pm ROUNDTABLE C: How to Effectively Harness AI to Transform Customer Experience

·         Leveraging AI to deliver predictive and personalised experience
·         Deciding on the approach, data and strategy based on CX goals and intent
·         Scaling the ROI of CX strategies and tools such as chatbots with AI 

4:30 pm - 5:00 pm Driving Business Value and Customer Growth in the New Data Economy

·         Utilising data insights to impact business strategy and lead transformation across people, process and technology
·         Delivering product and service differentiation with data-led customer interactions
·         Empowering a data culture to optimise enterprise decisions and outcomes 

5:00 pm - 5:10 pm Chairman’s Closing Remarks & End of Data and Analytics Leaders