22 - 25 September, 2020 | SANDS EXPO & CONVENTION CENTRE, SINGAPORE

Main Conference Day One


7:30 am - 8:45 am Summit Registration & Morning Coffee

8:45 am - 8:55 am Welcome Address by CX Asia

8:55 am - 9:00 am Chairman’s Opening Remarks

Philip Joseph - Group Head, Customer Engagement, Indosat Ooredoo
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Philip Joseph

Group Head, Customer Engagement
Indosat Ooredoo

        Strategising your CX architecture to connect and engage customers in a dynamic market landscape
        Is the new CX ecosystem digital? Evaluating the role of AI, APIs, IoT… in driving CX success
       How else can you enable great CX and further value create for your customers and organisation
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Su-Ren Neo

Head of Marketing, Asia Pacific and Japan
Twilio

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Neil Gardner

Chief Customer Officer
Generali

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Nikolaus Ong

Chief Digital Officer
COMO Group

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Pedro Sousa Cardoso

Global Head of Digital Commerce & Regional Head of Digital ASEAN & South Asia
Standard Chartered

9:40 am - 10:10 am Going Beyond the Artificial Intelligence Hype to Create Impactful Macro and Micro CX Moments

Adam Geneave - Chief Customer Happiness Officer, AirAsia
The world has long gone digital with organisations eager to tap into the potential of AI to achieve the next level of competitive edge in driving customer acquisition and retention. As one of the world’s leading digital travel company, find out how AirAsia is capitalising on AI to effect positive customer experience – from major digital transformation programs in the areas of omnichannel, agile improvements with the use of AI for facial recognition to harnessing AI-powered customer insights to create impactful micro-moments including offering umbrellas to passengers in Indonesia and Malaysia during monsoon seasons!
 
        Developing a realistic CX-AI game plan
        The use of AI for customer insights, personalisation and engagement
        The use of AI for agile and seamless operations 
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Adam Geneave

Chief Customer Happiness Officer
AirAsia

Digital disruptions are driving businesses to change their operating models and adapt to the new market reality. New paradigms are shaping how businesses interact with their customers to provide a personalized experience, when and where they need it. Digital innovations are reimagining today’s experience-driven economy through myriad of ways in which customers are better engaged. A huge part of this digital disruption is about reinventing customer engagement. To modernize the customer experience, the organization should focus on earning customer loyalty, empowering customer agents, and staying agile to meet customer demands and expectations.
 
In this session, you will hear the key trend and challenges on customer services and the success stories to overcome the challenges from Microsoft and Infosys by using the real-time conversation intelligence infused by Artificial Intelligence, Cognitive Service, and Machine Learning
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Akkasha Sultan

Senior Director Sales Dynamics - APAC
Microsoft

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Sachin Bery

Director & Industry Principal, Microsoft BizApps Cloud Practice
Infosys

10:40 am - 10:50 am Speed Networking

10:50 am - 11:20 am Morning Tea & Refreshment Break | Tech Demo @ Experiential Hall

11:20 am - 11:50 am Intelligent Automation: Your Game Changer on Keeping Pace with Evolving Customer Expectations

Ronen Lamdan - Managing Director APAC, Workfusion
        Harnessing AI-powered automation to transform customer operations and service delivery
        Using intelligent automation as a lever to drive further productivity gains
        Enabling efficient  customer response and delivering customer convenience in a instant gratification age
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Ronen Lamdan

Managing Director APAC
Workfusion

11:50 am - 1:00 pm Building an Outcome Based CX Programme - A

Vidya Venugopalan - Head of Insights, CloudCherry
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Vidya Venugopalan

Head of Insights
CloudCherry

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Synchronising Omni-Digital Customer Experiences - B

Gaya Guirous - Chief Representative – Asia, RingCentral Engage Digital
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Gaya Guirous

Chief Representative – Asia
RingCentral Engage Digital

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Digitising Operations to Improve Service Delivery - C

Darren Hauschild - Managing Director, ActiveOps
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Darren Hauschild

Managing Director
ActiveOps

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Evolving into a Customer-First Organisation - D

Rudy Dalimunthe - Vice President, Operations, Tokopedia
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Rudy Dalimunthe

Vice President, Operations
Tokopedia

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Creating a Seamless Multiexperience: Ensuring User Experience (UX) as the Focal Point to Digital Transformation - G

Willie Tan - Senior Solution Architect, OutSystems
Leonard Tan - Regional Sales Manager, OutSystems

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Willie Tan

Senior Solution Architect
OutSystems

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Leonard Tan

Regional Sales Manager
OutSystems

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm How to Synergise Customer Experience with Process Transformation - H

Joseph Seah - Sales Director, ASEAN, Signavio

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Joseph Seah

Sales Director, ASEAN
Signavio

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Employee Experience = Customer Experience - I

Luzanne Chong - Head of Customer Experience, FWD Singapore

Luzanne Chong

Head of Customer Experience
FWD Singapore

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Delighting & Engaging Customers through Social Interactions - J

Darren How - Head of Customer Communications and Experience, Singapore Pools
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Darren How

Head of Customer Communications and Experience
Singapore Pools

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Customer Journey Management - How to Activate Your Data and Balance Data Privacy & Security with Personalisation - K

Catherine Ballantyne - Director, Solutions Consulting APAC, Tealium
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Catherine Ballantyne

Director, Solutions Consulting APAC
Tealium

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm From Tactical to Holistic: Hitting the ‘Sweet Spot’ of Customer Experience - L

Tom Voirol - Chief Experience Design Officer, Asia, Ogilvy
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Tom Voirol

Chief Experience Design Officer, Asia
Ogilvy

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Deploying Automation via WhatsApp, Messenger and LINE to Delight Your Customers and Drive Efficiency - N

Richard Dodds - Vice President, Asia Pacific, MessageBird
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Richard Dodds

Vice President, Asia Pacific
MessageBird

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm How to Achieve Empathetic and Personalised Customer Journeys - Q

Jeff Nicholson - Vice President, CRM Product Marketing, Pegasystems

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Jeff Nicholson

Vice President, CRM Product Marketing
Pegasystems

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Harnessing AI to Delight and Engage - P

Satish Annamalai - Strategic Business Consultant, Genesys
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Satish Annamalai

Strategic Business Consultant
Genesys

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Improving Customer Satisfaction Across Service Touchpoints - R

Marie-Ange Georgin-Selman - Director Marketing & Omnichannel Sales South East Asia, Club Med
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Marie-Ange Georgin-Selman

Director Marketing & Omnichannel Sales South East Asia
Club Med

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

11:50 am - 1:00 pm Reskilling and Upskilling to Deliver Exceptional CX in the Digital Age - S

Jeremy Tan - Director, Call Centre Operations, Marina Bay Sands
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Jeremy Tan

Director, Call Centre Operations
Marina Bay Sands

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

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Karthik Ganesan

Senior Vice President Regional Customer Experience
TMRW Digital Group Group Strategy and Transformation

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Vineeth Nayak

Founder & MD
Tetherfi

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and/ or scope of responsibility

1:00 pm - 2:00 pm Networking Lunch | Tech Demo @ Experiential Hall

        Applying AI to structure insights-driven CX strategies
        Assessing customer lifecycle and identifying opportunities to further value create, engage and delight
        Driving proactive and on-point engagement with hyper-personalisation
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Alain Boey

Chief Transformation Officer
Media Prima

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Sylwia Kulesza

Senior Executive Director, Digital Engagement & Cross-Channel Sales, Group Digital Banking
Standard Chartered

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Ravi Gerald-Viswanath

Global Director, Analytics
Kerry

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Henry Christian

Senior Vice President, Head of Loyalty & Marketing
NTUC Link

AI-Powered CX Stream - A

2:40 pm - 3:10 pm Using AI for Connected, Hyper-Personal Customer Experiences
Justin Sears - Vice President of Product Marketing, Lucidworks
When the term “personalization” was originally coined, it referred to the ability to tailor digital content and experiences, based on expected behavior of groups. Since then, technologies and consumer expectations have changed dramatically. With far more data, more processing power, more machine learning algorithms and millions more applications in our pockets, legitimate 1:1 hyper-personalization is within reach. It is now possible to give each of your customers and each of your employees their own uniquely personal experience so they can shop, research, and work as best suits them in the moment.
 
In this session, you will learn how artificial intelligence can create a new sort of personalization engine, whether it be for e-commerce or the digital workplace. The speaker will describe the necessary requirements that you should look for:
  • The ability to use signals for auto-tuning AI,
  • The power to augment human intelligence,
  • The flexibility of dynamic scaling,
  • The importance of predicting intent, and
The need for an intuitive visual interface
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Justin Sears

Vice President of Product Marketing
Lucidworks

AI-Powered CX Stream - A

3:10 pm - 3:40 pm Using Natural Language Processing to Truly Know and Understand Your Customers

Anand Sundaresan - Head, Customer Insights & Analytics, HOOQ
        Developing in-depth  CX insights with text and sentiment analytics
        Machine learning with heart: Seeing the full picture
        Advancing customer intimacy and engagement with newfound insights
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Anand Sundaresan

Head, Customer Insights & Analytics
HOOQ

AI-Powered CX Stream - A

3:40 pm - 4:25 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

AI-Powered CX Stream - A

4:25 pm - 4:55 pm Personalising Interactions and Experiences Across the Customer Lifecycle
Henry Christian - Senior Vice President, Head of Loyalty & Marketing, NTUC Link
        Acquiring an in-depth understanding of customer behaviour and preferences with AI
        How can organisations translate insights into actionable customer strategies?
        Capitalising on predictive analytics to impact and improve  customer lifecycle
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Henry Christian

Senior Vice President, Head of Loyalty & Marketing
NTUC Link

AI-Powered CX Stream - A

4:55 pm - 5:25 pm Leveraging WhatsApp & AI to Reimagine a Billion Experiences
Raghu Ravinutala - Co-founder & CEO, Yellow Messenger
- Enhancing Customer Support Through Intelligent Multi-lingual Conversations
- Delivering Proactive & Personalised Interactions Through NLP, Sentiment Analysis & Predictive Analytics
- Enabling Enterprises To Seamlessly Orchestrate Stakeholder Communication Across Business Functions
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Raghu Ravinutala

Co-founder & CEO
Yellow Messenger

AI-Powered CX Stream - A

5:25 pm - 5:30 pm End of Stream Sessions
·         Building capabilities and platforms to measure, diagnose and deliver exceptional digital experience
·         How can organisations optimise experience across digital channels from discovery through to post-sales
        Capturing value from digital customer journeys to enable personalisation and engagement at scale
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Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines

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Li Zhiliang

Associate Director, CRM
ZALORA Group

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Mike Jessick

Senior Director, Head of Experience Consulting & Design, APAC
EPAM

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Juliana Chua

Head of Digital Transformation
NTUC Income

Customer Journeys Stream - B

2:40 pm - 3:10 pm How Delightful Is Your Customer Journey?
Jay Thattai - Founder-Director, CXONCLOUD
  • Key metrics to measure the customer experience of your customer journeys
  • Rate your customer journey - An interactive self-assessment
  • Understanding disruptions in the customer journey - causes & solutions
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Jay Thattai

Founder-Director
CXONCLOUD

Customer Journeys Stream - B

3:10 pm - 3:40 pm Using Human-Centred Designs to Shape Customer Journeys
Cyprian Wong - Head of Design, UBS
        Understanding  customers’ wants, needs and challenges from their point of view
        Dissecting painpoints in their journeys and structuring action plans for CX improvements
        Incorporating design thinking into every process , product and service development to drive customer-centricity in decision- making
 
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Cyprian Wong

Head of Design
UBS

Customer Journeys Stream - B

3:40 pm - 4:25 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Customer Journeys Stream - B

4:25 pm - 4:55 pm Analysing Customer Behaviours and Journeys to Design High-Impact Loyalty Programs
Theng Kai Chow - Head, Usage, Loyalty & Strategic Ecosystem Partnerships, OCBC Bank
        Analysing customer journeys mapping for insights on customer behaviors and preferences
        Forming powerful and effective ecosystem and loyalty partnerships with acquired insights
        Using design thinking to understand  customer’s buying decision journey to drive adoption and uptake
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Theng Kai Chow

Head, Usage, Loyalty & Strategic Ecosystem Partnerships
OCBC Bank

Customer Journeys Stream - B

4:55 pm - 5:25 pm Experience Management is the new CX
Mao Gen Foo - Head of Southeast Asia, Qualtrics

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Mao Gen Foo

Head of Southeast Asia
Qualtrics

Customer Journeys Stream - B

5:25 pm - 5:30 pm End of Stream Sessions
·         Mapping a digitalisation roadmap with your customers at the centre of the transformation
·         Re-engineering processes and operations to drive business agility, performance and productivity
·         Accelerating digitalisation results and upskilling employees to deliver exceptional CX
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Vijayakumar Subramaniam

Vice President, Process Innovation & Customer Experience
Affin Bank Berhad

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Sri Safitri

Project Director, CX Transformation
Telkom Indonesia

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Anila Fredericks

Head of Customer Service Operations
Telstra

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Ramesh Munamarty

Senior Executive Vice President, Technology and Innovation
International SOS

Customer Service Digitisation Stream - C

2:40 pm - 3:10 pm Seriously Great CX at Ludicrous Speed: UBP's Digital Transformation
Ronaldo Jose M. Puno - First Vice President Business Process Automation, Robotic Process Automation, Artificial Intelligence, UnionBank of the Philippines
  • The Digital Customer is Here. Transform or Die.
  • Seriously Great CX Starts By Transforming Our Minds...
  • ...and Comes to Life Through Creative People and Software That Moves at the Speed of Thought
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Ronaldo Jose M. Puno

First Vice President Business Process Automation, Robotic Process Automation, Artificial Intelligence
UnionBank of the Philippines

Customer Service Digitisation Stream - C

3:10 pm - 3:40 pm Integrating Chatbot into WhatsApp to Leverage Instant and Easy Self-Service
Jet Choy - Vice President, Product Management and Design, Astro
  • Allowing more self-service function and accessibility through integrating with CRM system
  • Automating to gaining immediate contact and response
  • Utilising chatbot to empower real-time customer and business decisions
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Jet Choy

Vice President, Product Management and Design
Astro

Customer Service Digitisation Stream - C

3:40 pm - 4:25 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Customer Service Digitisation Stream - C

4:25 pm - 4:55 pm Transforming Customer Engagement with Digital Self-Service Tools
Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata
·Incorporating self-service as an integral part of the overall customer experience strategy
·Simplifying customer experience and ensuring efficient interactions with omni-channel self-service
·Scaling up digital assets to enhance self-service capabilities
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Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata

Customer Service Digitisation Stream - C

4:55 pm - 5:25 pm Exceeding Customer Expectations through Humanized Multilingual Digital Support in Southeast Asia
Wilson Nieves - Vice President, Global Customer Experience, PTW (Pole To Win)
  • Understanding the building blocks of a humanized digital customer service program
  • Enhancing customer experience through localized multilingual support
  • Perfecting the digital omnichannel experience to achieve high customer satisfaction and loyalty

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Wilson Nieves

Vice President, Global Customer Experience
PTW (Pole To Win)

Customer Service Digitisation Stream - C

5:25 pm - 5:30 pm End of Stream Sessions

5:30 pm - 5:40 pm CX Benchmarking 1

5:40 pm - 6:10 pm Building a Digitally-Empowered End-to-End Customer Journey

Mr Francesco Lagutaine - Chief Marketing & Experience Design Officer, Manulife Asia
With the objective of delivering long-lasting CX impact, Manulife embarked on a five-year integrated approach to getting their digital foundations right – making strategic investments in areas such as omni-architecture, microservices, APIs, artificial intelligence and more. Three years in, Francesco will showcase progress and milestones achieved in Vietnam – their first market roll-out – and offer insights on how they can eventually scale their digital end-to-end CX platform across markets.
 
·         Investing in people, processes and digital technologies with a defined end-to-end CX vision
·         Utilising digital tools such as end-to-end discovery technologies to support back-to-front operations and enable real-time agent response
·         Operationalising digital customer journeys and generating insights to enhance customer value 
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Mr Francesco Lagutaine

Chief Marketing & Experience Design Officer
Manulife Asia

6:10 pm - 6:15 pm End of Day One & Chairman’s Closing Remarks

Philip Joseph - Group Head, Customer Engagement, Indosat Ooredoo
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Philip Joseph

Group Head, Customer Engagement
Indosat Ooredoo

6:15 pm - 7:15 pm Evening Reception & Networking Cocktail

7:15 pm - 10:45 pm Gala Dinner & 2019 CX Asia Excellence Awards