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

Philip Joseph, Chief Officer Customer Experience & Service Operations at Ooredoo Myanmar

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

        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 Operations at Siam Commercial Bank

Colin Dinn

Senior Executive Vice President, Chief Technology Officer and Head of Operations
Siam Commercial Bank

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 
Adam Geneave, Chief Customer Happiness Officer at AirAsia

Adam Geneave

Chief Customer Happiness Officer
AirAsia

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

        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
Ronen Lamdan, Managing Director APAC at Workfusion

Ronen Lamdan

Managing Director APAC
Workfusion

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

Vinod Muthukrishnan, CEO at CloudCherry

Vinod Muthukrishnan

CEO
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

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 Omni-Digital Customer Experiences

Gaya Guirous, Chief Representative – Asia at RingCentral Engage Digital

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 - 1:40 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 at Ogilvy

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: How to Achieve Empathetic and Personalised Customer Journeys

Reserved for 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 I: Digitising Operations to Improve Service Delivery

Darren Hauschild, Managing Director at ActiveOps

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 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
Ravi Gerald-Viswanath, Global Director, Process Optimisation & Change at Kerry

Ravi Gerald-Viswanath

Global Director, Process Optimisation & Change
Kerry

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
Sudesh Thevasenabathy, Head of Customer Experience at AXA Hong Kong

Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

AI-Powered CX Stream

3:45 pm - 4:30 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

AI-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 Sessions

Customer 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
Akira Mitsumasu, Vice President, Marketing & Strategy at Japan Airlines

Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines

Li Zhiliang, Head of CRM at ZALORA Group

Li Zhiliang

Head of CRM
ZALORA Group

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
Jay Thattai, Founder-Director at CXONCLOUD

Jay Thattai

Founder-Director
CXONCLOUD

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
 
Saju John P, Director, Evolve-Center for Design Thinking and Innovation at UBS

Saju John P

Director, Evolve-Center for Design Thinking and Innovation
UBS

Customer Journeys Stream

3:45 pm - 4:30 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Customer 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 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
Dr. Bundit Rungcharoenporn, Managing Director, Group IT and Digital Services at Boon Rawd Brewry Co., Ltd. (Singha Corporation Group)

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 at Affin Bank Berhad

Vijayakumar Subramaniam

Vice President, Process Innovation & Customer Experience
Affin Bank Berhad

Sri Safitri, Project Director, CX Transformation at Telkom Indonesia

Sri Safitri

Project Director, CX Transformation
Telkom Indonesia

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 Intelligence at UnionBank of the Philippines

Ronaldo Jose M. Puno

First Vice President Business Process Automation, Robotic Process Automation, Artificial Intelligence
UnionBank 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 Hall

Customer 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 Sessions

5:35 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 
Mr Francesco Lagutaine, Chief Marketing & Experience Design Officer at Manulife Asia

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, Chief Officer Customer Experience & Service Operations at Ooredoo Myanmar

Philip Joseph

Chief Officer Customer Experience & Service Operations
Ooredoo Myanmar

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

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