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

9:00 am - 9:45 am CXO PANEL: The New CX Mandate: Trust, Value and Growth

Pedro Sousa Cardoso - Senior Managing Director, Global Head Digital Commerce, Standard Chartered
        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
img

Pedro Sousa Cardoso

Senior Managing Director, Global Head Digital Commerce
Standard Chartered

9:45 am - 10:15 am Decoding the Emotional Journey of the Customer to Design Impactful Experiences

        Recognising the power and value of emotions in CX
        Drawing insights from customers’ emotions to design truly intimate and engaging moments
        Leveraging empathy to drive exceptional CX delivery across the organisation

10:15 am - 10:30 am Speed Networking

10:30 am - 11:00 am Morning Tea & Refreshment Break | Tech Demo @ Experiential Hall

11:00 am - 11:05 am CX Benchmarking 3

11:05 am - 11:35 am The Best of Both Worlds: Unifying the Online and Offline Customer Experience

        The opportunities and challenges of delivering seamless online and offline CX
        Utilising real-time  insights to provide time-sensitive and contextually relevant CX strategies
        Unlocking business growth with the integration and synchronisation of online and offline interactions

11:35 am - 12:05 pm Powering Transformative Customer Experiences through Intelligent Interactions and Conversations

·         Connecting the dots across all touchpoints and channels to achieve holistic customer understanding
·         Making every interaction counts with an insights-driven CX strategy
·         How can organisations truly deliver ‘intelligent’ interactions and conversations?
 
Senior Representative, Everise

12:05 pm - 1:05 pm Networking Lunch | Tech Demo @ Experiential Hall

Customer & CX Insights Stream

1:10 pm - 1:45 pm PANEL: How to Best Acquire, Analyse and Extract Valuable Feedback from Your Multi-Generational Customers
Bernice Klaassen - Head of Customer Insights, APAC, Middle East, Europe, Citi
        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? 
img

Bernice Klaassen

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

Customer & CX Insights Stream

1:45 pm - 2:15 pm Transforming Customer Experience with Effective VOC Programs
        Tailoring VoC programs for different products, services and customer groups
        Implementing VoC across channels to measure end-to-end CX
        Capturing customer feedback to drive continuous improvements in service excellence

Senior Representative, Qualtrics

Customer & CX Insights Stream

2:15 pm - 2:45 pm Nurturing Customer Loyalty and Retention with Data-Driven Customer Journey Mapping
        Analysing and obtaining customer insights from unstructured data
        Implementing text analytics to capture and understand context of feedback
       Optimising CX with new insights and maximising customer value

Customer & CX Insights Stream

2:45 pm - 3:15 pm Implementing Social Sentiment Analysis for Greater Customer Understanding
Tajindra Pal Singh - Vice President of CARE Strategy, GO-JEK
Hendro Lim - Head of Strategy & Planning for CARE, GO-JEK
        Identifying your customers’ social hangouts including platforms and communities
        How to efficiently collect and monitor customer feedback with social listening tools
        Analysing captured unstructured data for real customer sentiments  to bridge gaps in CX
img

Tajindra Pal Singh

Vice President of CARE Strategy
GO-JEK

Hendro Lim

Head of Strategy & Planning for CARE
GO-JEK

Customer & CX Insights Stream

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

Customer & CX Insights Stream

3:45 pm - 4:15 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
img

Theng Kai Chow

Head, Usage, Loyalty & Strategic Ecosystem Partnerships
OCBC Bank

Customer & CX Insights Stream

4:15 pm - 4:45 pm Utilising Customer Feedback to Improve Service and Product Designs
Matt Hartley - Head of Asia Pacific Hardware Customer Care, Google
        Analysing customer usage and satisfaction versus expected outcome and experience
        Closing the gap: Using data analytics to identify reasons behind escalations and product issues
        Increasing agility to enable the effective adoption, adaptation and improvement of service and product post-feedback
img

Matt Hartley

Head of Asia Pacific Hardware Customer Care
Google

Customer & CX Insights Stream

4:45 pm - 4:50 pm End of Stream Sessions

Channel Experiences Stream

1:10 pm - 1:45 pm PANEL: Reviewing Channel Effectiveness & Prioritisation in an Omni-Channel Era
Avis Easteal - Regional Head Of Consumer, Luxasia
Jarod Ong - SVP, Head of Operations, SGX
        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
img

Avis Easteal

Regional Head Of Consumer
Luxasia

img

Jarod Ong

SVP, Head of Operations
SGX

Channel Experiences Stream

1:45 pm - 2:15 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

Channel Experiences Stream

2:15 pm - 2:45 pm Winning and Keeping Customers with Exceptional Digital User Experience
        Elevating digital UX with rich, engaging and interactive content
        Mastering digital language such as the use of emojis to enhance customer interactions
        Exploring other innovative digital engagement strategies such as gamification 

Channel Experiences Stream

2:45 pm - 3:15 pm Rethinking Mobile CX: From Channel to Ecosystem Focused
        Developing mobile capabilities and effective partnerships to win over your connected customers
        Building user-friendly experiences from content, features, through to navigation
        Analysing feedbacks to improve active number users and as an additional engagement channel to build sustainable customer relationships

Channel Experiences Stream

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

Channel Experiences Stream

3:45 pm - 4:15 pm The New Rules of Social Engagement and How to Amplify CX
Lin Wang - Chief Marketing Officer, InterContinental Hotels Group, Greater China
        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
img

Lin Wang

Chief Marketing Officer
InterContinental Hotels Group, Greater China

Channel Experiences Stream

4:15 pm - 4:45 pm Optimising Digital ROI through Targeted, Personalised Customer Interactions
Vaughn van Bosch - Head of Digital, Celcom Axiata Berhad
        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
img

Vaughn van Bosch

Head of Digital
Celcom Axiata Berhad

Channel Experiences Stream

4:45 pm - 4:50 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
TransferWise

img

Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

img

Kavan Sito

Regional Head of Customer Operations
Shopee

img

Rudy Dalimunthe

Vice President, Operations
Tokopedia

Service & Experience Transformation Stream

1:45 pm - 2:15 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

Service & Experience Transformation Stream

2:15 pm - 2:45 pm Employee Empowerment to Transform Service Delivery
Michelle Liew - Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking, RHB
        Trusted accountability as the driving force behind proactive customer-centric decisions and actions
        Investing in technologies such as analytics and digital tools to improve work performance and move employees up the value chain
        Recognising their efforts to empower and drive continuous service excellence
img

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

3:45 pm - 4:15 pm The Power of Experiential Experiences to Elevate Brand and Customer Loyalty
Richa Goswami - Global Head of Content, Creative Excellence and Digital Platforms, Johnson & Johnson
        Investing in ‘experiences’ to refresh your brand and market positioning
        How can you design a fun, impactful and memorable experience that aligns with your brand strategy?
        Going beyond experience to actual conversions of prospects to customers
img

Richa Goswami

Global Head of Content, Creative Excellence and Digital Platforms
Johnson & Johnson

Service & Experience Transformation Stream

4:15 pm - 4:45 pm Taking a New Level of CX Engagement with Virtual Reality
        Revolutionising CX through immersive and personalised digital interactions
        Why virtual reality will be a game-changer in shaping CX
        Creating wow and long-lasting moments with virtual reality

Service & Experience Transformation Stream

4:45 pm - 4:50 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?
img

Troy Barnes

Chief Customer Officer
Pizza Hut Asia Pacific

img

Anindya Dasgupta

Global Head of Consumer Business and Chief Marketing, Sales Officer
Fonterra

5:20 pm - 5:50 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?

5:50 pm - 6:00 pm Chairman’s Closing Remarks & End of Summit