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
Philip Joseph - Chief Officer Customer Experience & Service Operations, Ooredoo Myanmar
8:45 am - 9:30 am CXO PANEL: Redefining the CX Ecosystem in a Connected Age
Colin Dinn - Senior Executive Vice President, Chief Technology Officer and Head of Operations, Siam Commercial Bank● 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
Colin Dinn
Senior Executive Vice President, Chief Technology Officer and Head of OperationsSiam Commercial Bank
9:30 am - 10:00 am Going Beyond the Artificial Intelligence Hype to Create Impactful Macro and Micro CX Moments
Adam Geneave - Chief Customer Happiness Officer, AirAsiaThe 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 Delivering Incredible Experiences from First Discovery through to Engagement
● Analysing customer journeys to understand customer satisfaction at every touchpoints
● Harnessing AI to enable real-time customer response and to decode true customer sentiments
● Uncovering personalisation opportunities to enhance customer conversion and retention
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
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
11:50 am - 1:00 pm A: Beyond Listening to Understanding: Capturing the Voice of Your Customer
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
8:00 am - 9:10 am B: Sentiment Analytics to Capture Real Customer Feedback
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 C: Providing Customer Value with Improved CRM Management
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 D: 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 E: Synchronising Omnichannel Customer Experiences
Gaya Guirous - RingCentral, Chief Representative – Asia, Dimelo
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 - 1:40 pm F: 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
11:50 am - 1:00 pm G: Measuring Digital Maturity to Strategise CX Growth
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 H: Effective Social Listening Strategies
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 I: Digitising Operations to Improve Service Delivery
Darren Hauschild - Managing Director, ActiveOpsDarren Hauschild
Managing DirectorActiveOps
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 J: Achieving Operational and Customer Excellence with Automation
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 K: Leveraging Self-Service to Empower Customers and Employees
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 L: 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 M: 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 N: 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 O: Empowering Your Millennial and Gen Z Workforce
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 P: 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 Q: Improving First Contact Resolution
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 R: 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 S: Harnessing Real-Time Customer Feedback
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 T: Delivering Next-Generation Digital Customer Service
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
AI-Powered CX Stream
2:45 pm - 3:15 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
3:15 pm - 3:45 pm Progressing from Conversational to Transactional Bot: How to Drive Customer Growth with Insights-Driven Digital Engagement● Scaling digital consumer engagement with relevant and personalised conversations
● Integrating CRM for insights to improve loyalty and for upselling, cross-selling opportunities
● Enabling transactions with user authentication and integrating bots across channels
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 The Empathy Economy: Elevating AI-Driven Customer Interactions with Emotional Intelligence● Delivering the high-touch, high-tech customer experience in the age of humans and machines
● Leveraging emotional intelligence tools to decode customer’s emotions and true sentiments
● Fusing derived emotional insights to decide on the best course of CX action
AI-Powered CX Stream
5:00 pm - 5:30 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
5:30 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 Akira Mitsumasu - Vice President, Marketing & Strategy, Japan Airlines· 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 Drawing Insights from Customer Journeys to Transform CX● Establishing a system for monitoring and acquiring feedback on service and experience along the customer journey
● Identifying areas for service and quality improvements plus opportunities to maximise customer lifetime value
● Collaborating with marketing, product, sales and operations for a holistic delivery of exceptional end-to-end CX
Senior Executive, Epsilon
Customer Journeys Stream
3:15 pm - 3:45 pm Using Human-Centred Designs to Shape Customer Journeys Saju John P - Director, Evolve-Center for Design Thinking and Innovation, 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
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 Delivering Unified Experiences across Omni-Channel Touchpoints● Integrating disparate systems and databases to acquire 360˚ customer view
● Bridging gaps and breaking silos across all channels and touchpoints
● Amplifying value with a synchronised and unified customer approach
Senior Representative, Kantar TNS
Customer Journeys Stream
5:00 pm - 5:30 pm Mastering the Online to Offline (O2O) Customer Journey● Reaping the benefits of an increasingly blurry online and offline world
● How can retailers increase engagement and conversions between ‘online discovery’ and ‘actual physical commerce’?
● Unlocking business growth and customer delight with a seamless and complementary O2O experience
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 Dr. Bundit Rungcharoenporn - Managing Director, Group IT and Digital Services, Boon Rawd Brewry Co., Ltd. (Singha Corporation Group)Vijayakumar Subramaniam - Vice President, Process Innovation & Customer Experience, Affin Bank Berhad
· 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
Dr. Bundit Rungcharoenporn
Managing Director, Group IT and Digital ServicesBoon Rawd Brewry Co., Ltd. (Singha Corporation Group)
Vijayakumar Subramaniam
Vice President, Process Innovation & Customer ExperienceAffin Bank Berhad
Customer Service Digitisation Stream
2:45 pm - 3:15 pm Re-Inventing Service Delivery Processes through the Customer Lens Ronaldo Jose M. Puno - First Vice President Business Process Automation, Robotic Process Automation, Artificial Intelligence, UnionBank of the Philippines● Is your organisation customer-ready?
● Removing process and operational silos to enable quick and efficient customer response
● Automating business areas to improve service delivery
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 Advancing the Quality and Efficiency of Service Delivery with a Task Bot● Identifying customer operations and tasks that will benefit from automation
● Utilising task bots to empower real-time customer and business decisions
● Utilising current workforce to handle higher value and complex tasks
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 Achieving Service and Operational Excellence with Your Hybrid Workforce● Integrating intelligent automation into everyday operations to deliver quick, efficient and effective service
● Maximising efficiency gains and achieving service excellence by playing on the strengths of your human and digital workforce
● Combining bots, processes and people to deliver exceptional CX
Customer Service Digitisation Stream
5:00 pm - 5:30 pm Strengthening Digital Self-Service with Open APIs● Discussing the opportunities and challenges of ensuring successful API integration with your self-service channels
● How can organisations enhance self-service user experience and satisfaction with open APIs?
● Further tapping into open APIs to drive CX innovation
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
Mr Francesco Lagutaine - Chief Marketing & Experience Design Officer, Manulife AsiaWith 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
