Main Conference Day Two


7:45 am - 8:45 am Day Two Summit Registration & Morning Coffee


8:45 am - 9:00 am Day One Recap & Chairman’s Opening Remarks

        Defining your organisation’s CX value proposition and using it as a foundation to shape strategic customer and business decisions
        Balancing CX innovation, business growth and trust in the experience economy
        Value creating and accelerating CX ROI for your organisation and customers
Aravind Krishnaswamy, Vice President, Products at CloudCherry

Aravind Krishnaswamy

Vice President, Products
CloudCherry

Alp Altun, Chief Transformation Officer, Asia Pacific at Allianz

Alp Altun

Chief Transformation Officer, Asia Pacific
Allianz

Manpreet Singh, Managing Director & Head of Group Customer Experience Management at CIMB

Manpreet Singh

Managing Director & Head of Group Customer Experience Management
CIMB

Tony Nga, VP, Head of Regional Customer Experience at Grab

Tony Nga

VP, Head of Regional Customer Experience
Grab

9:40 am - 10:10 am The Fourth Industrial Revolution - Embrace the Change


Alex Spinelli, Chief Technology Officer at LivePerson

Alex Spinelli

Chief Technology Officer
LivePerson

10:10 am - 10:40 am The 5 NPSs and the Different Results They Drive Best

·  Understand the 4 common NPSs, and how to use each of them to drive a different business result
·  Learn about the 5th NPS, which has less to do with customers, and is the key that Experience Leaders are now using to win via XM
·  Rethink how to evolve your XM program to drive more action and deliver real business results 
David Lambert, Experience Management (XM) Principal, Asia Pacific at Medallia

David Lambert

Experience Management (XM) Principal, Asia Pacific
Medallia

10:40 am - 11:20 am Morning Tea & Refreshment Break | Tech Demo @ Experiential Hall

11:20 am - 11:50 am Redefining New Customer Service & Experience Standards Driven by Data & Intelligence

·         Leveraging data and intelligence to shape Ant Financial's customer and business strategy
·         Delivering anticipatory, personalised and customised service and experience to drive innovation
·         Reshaping CX framework throughout product life cycle by leveraging integrated data and culture to drive business results
Allen Ding, Head of Intelligence Customer Service at Ant Financial | Alipay

Allen Ding

Head of Intelligence Customer Service
Ant Financial | Alipay

Cedric Feng, Senior Expert of Customer Experience at Ant Financial | Alipay

Cedric Feng

Senior Expert of Customer Experience
Ant Financial | Alipay

11:50 am - 12:20 pm The Formula for Elevated Experiences

In today’s experience-led economy, people don’t buy products, they buy experiences. But with constant disruption and the formula for creating successful customer experiences could be simpler than you think. In the driver seat of the leading Asia-based global experience companies, Sudhir will reveal the formula for elevated experiences. In this plenary, you’ll learn:
  • How a people-first approach has a direct impact on your experiences
  • How incubating innovation helps you scale your experiences
  • How culture is the key ingredient to an elevated experience
Sudhir Agarwal, CEO at Everise

Sudhir Agarwal

CEO
Everise

11:20 am - 11:30 am CX Benchmarking 3

12:25 pm - 12:40 pm Redefining The Customer Experience with AI-driven Conversational Service Automation

  • To chart where we’re going, we need to understand where we’ve been: The opportunities and challenges of using AI to drive superior customer experience
  • Lesson’s learned from Conversational AI deployments and a discussion on what happens when you add Automation capabilities in the mix
  • What’s next: Understanding Conversational Service Automation in the context of customer service The benefits and “payout” of investing in AI driven Conversational Service Automation
Annie Weckesser, Chief Marketing and People Officer at Uniphore

Annie Weckesser

Chief Marketing and People Officer
Uniphore

12:40 pm - 1:40 pm Networking Lunch | Tech Demo @ Experiential Hall

        Stressing the challenges and exchanging effective strategies on collecting customer feedback across multigenerational  customer groups
        Evaluating feedback with a clear understanding of segment-specific customer expectations, priorities and preferences
        How do you then deliver a personalised, inclusive yet harmonised CX strategy? 
Bernice Klaassen, Head of Customer Insights, APAC, Middle East, Europe at Citi

Bernice Klaassen

Head of Customer Insights, APAC, Middle East, Europe
Citi

Raghu Kolli, Head of Customer Centricity at LeapFrog Investments

Raghu Kolli

Head of Customer Centricity
LeapFrog Investments

Graeme Davidson, Head of Data and Analytics, Asia at FCM Travel Solutions

Graeme Davidson

Head of Data and Analytics, Asia
FCM Travel Solutions

Customer & CX Insights Stream

2:15 pm - 2:45 pm Customers Don’t Buy Your Product; They Buy Your Reputation
• With rising customer expectations and competition, customers expect more than just stellar banking products and services
• Driving brand authenticity and growing customers’ trust will improve customer acquisition and retention
• J.D. Power will provide key insights on and perceptions of banks’ brand reputation, which can tip the scales and secure long-term customer relationships
Anthony Chiam, Practice Leader, Global Business Intelligence, Asia Pacific and Australia at J.D. Power

Anthony Chiam

Practice Leader, Global Business Intelligence, Asia Pacific and Australia
J.D. Power

Customer & CX Insights Stream

3:45 pm - 4:15 pm The Evolution of Travel - How Customer Experience Can Become Brand Currency
  • The rise of the digitally empowered traveller
  • Modern travellers expect more bang for their buck
  • Personalising the guest experience to build brand loyalty
Sarah Somerville, Senior Director of Customer Engagement, Loyalty and Partnerships at Hilton

Sarah Somerville

Senior Director of Customer Engagement, Loyalty and Partnerships
Hilton

Customer & CX Insights Stream

3:15 pm - 3:45 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Customer & CX Insights Stream

3:50 pm - 4:20 pm Providing Premium Customer Care: Delivering Value-Adding Customer Service through Personalization
        Analysing customer segments to identify service improvement area to meet their expectations
        Delighting beyond satisfaction to enhance relationship and nurture loyalty
        Identifying areas to develop personalised experience
Rohit Shawarika, APAC Devices & Services Customer Service Lead at Google

Rohit Shawarika

APAC Devices & Services Customer Service Lead
Google

Customer & CX Insights Stream

4:20 pm - 4:20 pm End of Stream Sessions
        Mapping your channel strategy according to customer segments, behaviors and preferences
        Assessing channels ROI considering factors such as engagement, customer resolution and channel effectiveness
        Making the case for keeping to traditional channels vs. digital channel migration vs. omnichannel
Vishal Gupta, Vice President, Digital Transformation, South East Asia Australia at Unilever South East Asia Australia

Vishal Gupta

Vice President, Digital Transformation, South East Asia Australia
Unilever South East Asia Australia

Raghu Kolli, Head of Customer Centricity at LeapFrog Investments

Raghu Kolli

Head of Customer Centricity
LeapFrog Investments

Nicholas Chee, Executive Director, Group Channels & Digitalisation at United Overseas Bank (UOB)

Nicholas Chee

Executive Director, Group Channels & Digitalisation
United Overseas Bank (UOB)

Jarod Ong, SVP, Head of Operations at SGX

Jarod Ong

SVP, Head of Operations
SGX

Channel Experiences Stream

2:15 pm - 2:45 pm Creating a Seamless Omni-Channel Experience
        Putting your customer first: How to create high value, high impact touchpoints in your omni-channel strategy?
        Managing customer data to create relevant and authentic experiences at the right time
        How can organisations further leverage the delivery of exceptional omni enagement to increase brand engagement and customer loyalty

Senior Representative
Sitecore

Nick Boyle

Vice President, Asia
Sitecore

Channel Experiences Stream

3:45 pm - 4:15 pm The New Rules of Social Engagement and How to Amplify CX
        How to move away from standandised templates to more engaged, personalised interactions?
        Creating value from social engagement to promote brand and increase marketing opportunities
        Harnessing real-time interactions with automated, AI-powered technology
Lin Wang, Chief Marketing Officer at InterContinental Hotels Group, Greater China

Lin Wang

Chief Marketing Officer
InterContinental Hotels Group, Greater China

Channel Experiences Stream

3:15 pm - 3:45 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Channel Experiences Stream

3:50 pm - 4:20 pm Optimising Digital ROI through Targeted, Personalised Customer Interactions
        Designing a targeted digital experience for your digital audience
        Narrowing your digital engagement KPIs to focus on improvement areas
        Extracting valuable insights from digital channels and interactions to map out your next action steps
Vaughn van Bosch, Head of Digital at Celcom Axiata Berhad

Vaughn van Bosch

Head of Digital
Celcom Axiata Berhad

Channel Experiences Stream

4:20 pm - 4:20 pm End of Stream Sessions
·         Investing in digital and automation technologies to transform service and experience
·         Linking and synchronising back and front-end operations to create impactful outcomes
·         Managing and driving performance through the alignment of people, process and technology
Sirli Peeduli, Head of Customer Support Singapore at TransferWise

Sirli Peeduli

Head of Customer Support Singapore
TransferWise

Olga Quiros, Director, Customer Operations – Asia Pacific at Expedia Group

Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

Kavan Sito, Regional Head of Customer Operations at Shopee

Kavan Sito

Regional Head of Customer Operations
Shopee

Rudy Dalimunthe, Vice President, Operations at Tokopedia

Rudy Dalimunthe

Vice President, Operations
Tokopedia

Service & Experience Transformation Stream

2:15 pm - 2:45 pm Going Beyond First Contact Resolutions to Customer Loyalty
        Deploying an efficient and unique operation to handle each customer interactions
        Monitoring call emotional status to provide sentiment-driven interactions
        Nurturing customer loyalty through real-time enabled decision-making and efficient customer service
 
Senior Representative, Teleperformance
Andy Rangel, Chief Customer Officer at Teleperformance

Andy Rangel

Chief Customer Officer
Teleperformance

Service & Experience Transformation Stream

2:45 pm - 3:15 pm Operationalising Customer-Centric Transformation and Leadership across the Organisation
• Defining the strategic initiatives of operational excellence from a CX perspective
• How to develop a customer-centric strategy that continues to be relevant and effective
• Executing digital CX transformation and ensuring success through digital leadership
Michelle Liew, Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking at RHB

Michelle Liew

Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking
RHB

Service & Experience Transformation Stream

3:15 pm - 3:45 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Service & Experience Transformation Stream

3:50 pm - 4:20 pm Cross Function Collaboration to Deliver Great Customer Experience
• Co-creating experience as a brand to optimise overall customer experience
• Removing organisation-wide silos to allow agile customer service delivery
• Allowing a quick turnaround to review and adopt feedbacks to customer’s feedback at lower risk
Tajindra Pal Singh, Vice President of CARE Strategy at GO-JEK

Tajindra Pal Singh

Vice President of CARE Strategy
GO-JEK

Hendro Lim, Head of Strategy & Planning for CARE at GO-JEK

Hendro Lim

Head of Strategy & Planning for CARE
GO-JEK

Service & Experience Transformation Stream

4:20 pm - 4:20 pm End of Stream Sessions
        Discussing the impact of great CX on customer acquisition, retention and overall business growth
        Prioritising acquisition vs. retention: How would you structure your CX strategy differently?
        How would you rethink and redefine customer value propositions?
Troy Barnes, Chief Customer Officer at Pizza Hut Asia Pacific

Troy Barnes

Chief Customer Officer
Pizza Hut Asia Pacific

Amit Dasgupta, VP Brand for South East Asia and Pacific at Adidas

Amit Dasgupta

VP Brand for South East Asia and Pacific
Adidas

Walter de Oude, CEO at Singapore Life

Walter de Oude

CEO
Singapore Life

Jonathan Ye, Chief Marketing Officer at Huawei Consumer Business Group Singapore

Jonathan Ye

Chief Marketing Officer
Huawei Consumer Business Group Singapore

5:10 pm - 5:40 pm Humanising CX: Putting People First in the Age of Digital and Machines

        Discussing CX possibilities in the world of AI and robots
        Making technology work for your employees and customers
        How can organisations fully maximise the value of integrating humans and machines?
Jerome Thil, VP Digital Innovation at Singapore Airlines

Jerome Thil

VP Digital Innovation
Singapore Airlines

5:40 pm - 5:50 pm Chairman’s Closing Remarks & End of Summit