Main Conference Day One
7:30 am - 8:25 am Summit Registration & Morning Coffee
8:25 am - 8:35 am Welcome Address by CX Asia
8:35 am - 8:45 am Chairman’s Opening Remarks
8:45 am - 9:30 am CXO PANEL: Redefining the CX Ecosystem in a Connected Age
● 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
Pedro Sousa Cardoso
Senior Managing Director, Global Head Digital CommerceStandard Chartered
9:30 am - 10:00 am Going Beyond the Artificial Intelligence Hype to Create Impactful Macro and Micro CX Moments
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
10:00 am - 10:30 am Leveraging NextGen Innovations to Deliver Holistic Customer Experience
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
10:30 am - 10:45 am Speed Networking
10:45 am - 11:15 am Morning Tea & Refreshment Break | Tech Demo @ Experiential Hall
11:15 am - 11:20 am CX Benchmarking 1
11:20 am - 11:50 am Intelligent Automation: Your Game Changer on Keeping Pace with Evolving Customer Expectations
● 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
11:50 am - 1:00 pm Building an Outcome Based CX Programme
Vidya Venugopalan
Head of InsightsCloudCherry
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
Catherine Ballantyne
Director, Solutions Consulting APACTealium
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
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
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
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
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
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
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
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
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
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
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
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
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 Integrating Chatbot into the Wider CX Strategy
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
10:50 am - 12:00 pm Delivering Digital First Customer Service
Karthik Ganesan
Senior Vice President Regional Customer ExperienceTMRW Digital Group Group Strategy and Transformation
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
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
AI-Powered CX Stream
2:10 pm - 2:45 pm PANEL: From Reactive to Anticipatory: Leveraging Artificial Intelligence to Drive CX Innovation● 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
Sylwia Kulesza
Senior Executive Director, Digital Engagement & Cross-Channel Sales, Group Digital BankingStandard Chartered
AI-Powered CX Stream
2:45 pm - 3:15 pm Using AI for Connected, Hyper-Personal Customer ExperiencesWhen 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
AI-Powered CX Stream
3:15 pm - 3:45 pm Using Natural Language Processing to Truly Know and Understand Your Customers● 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
AI-Powered CX Stream
3:45 pm - 4:30 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallAI-Powered CX Stream
4:30 pm - 5:00 pm Personalising Interactions and Experiences Across the Customer Lifecycle● 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
AI-Powered CX Stream
5:00 pm - 5:30 pm Leveraging WhatsApp & AI to Reimagine a Billion Experiences- 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
AI-Powered CX Stream
5:30 pm - 5:35 pm End of Stream SessionsCustomer Journeys Stream
2:10 pm - 2:45 pm PANEL: Architecting the Digital Customer Journey to Drive Customer Value and Growth· 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
Customer Journeys Stream
2:45 pm - 3:15 pm How Delightful Is Your Customer Journey?- 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
Customer Journeys Stream
3:15 pm - 3:45 pm Using Human-Centred Designs to Shape Customer Journeys● 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
Customer Journeys Stream
3:45 pm - 4:30 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallCustomer Journeys Stream
4:30 pm - 5:00 pm Analysing Customer Behaviours and Journeys to Design High-Impact Loyalty Programs● 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
Customer Journeys Stream
5:00 pm - 5:30 pm Experience Management is the new CX
Customer Journeys Stream
5:30 pm - 5:35 pm End of Stream SessionsCustomer Service Digitisation Stream
2:10 pm - 2:45 pm PANEL: Strengthening Digital Capabilities to Enable the Delivery of Seamless CX· 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
Vijayakumar Subramaniam
Vice President, Process Innovation & Customer ExperienceAffin Bank Berhad
Customer Service Digitisation Stream
2:45 pm - 3:15 pm Seriously Great CX at Ludicrous Speed: UBP's Digital Transformation- 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
Ronaldo Jose M. Puno
First Vice President Business Process Automation, Robotic Process Automation, Artificial IntelligenceUnionBank of the Philippines
Customer Service Digitisation Stream
3:15 pm - 3:45 pm Integrating Chatbot into WhatsApp to Leverage Instant and Easy Self-Service- 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
Customer Service Digitisation Stream
3:45 pm - 4:30 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallCustomer Service Digitisation Stream
4:30 pm - 5:00 pm Transforming Customer Engagement with Digital Self-Service Tools·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
Customer Service Digitisation Stream
5:00 pm - 5:30 pm Exceeding Customer Expectations through Humanized Multilingual Digital Support in Southeast Asia- 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
Customer Service Digitisation Stream
5:30 pm - 5:35 pm End of Stream Sessions5:35 pm - 5:40 pm CX Benchmarking 2
5:40 pm - 6:10 pm Building a Digitally-Empowered End-to-End Customer Journey
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
