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 - 9:40 am CXO PANEL: The New CX Mandate: Trust, Value and Growth
● 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
9:40 am - 10:10 am The Fourth Industrial Revolution - Embrace the Change
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
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
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
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
12:40 pm - 1:40 pm Networking Lunch | Tech Demo @ Experiential Hall
Customer & CX Insights Stream
1:40 pm - 2:15 pm PANEL: How to Best Acquire, Analyse and Extract Valuable Feedback● 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?
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 AustraliaJ.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
Customer & CX Insights Stream
3:15 pm - 3:45 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallCustomer & 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
Customer & CX Insights Stream
4:20 pm - 4:20 pm End of Stream SessionsChannel Experiences Stream
1:40 pm - 2:10 pm PANEL: Reviewing Channel Effectiveness & Prioritisation in an Omni-Channel Era
Speakers:
Vishal Gupta Vice President, Digital Transformation, South East Asia Australia Unilever South East Asia Australia
Nicholas Chee Executive Director, Group Channels & Digitalisation United Overseas Bank (UOB)
Jarod Ong SVP, Head of Operations SGX
Moderator:
Raghu Kolli Head of Customer Centricity LeapFrog Investments
Vishal Gupta Vice President, Digital Transformation, South East Asia Australia Unilever South East Asia Australia
Nicholas Chee Executive Director, Group Channels & Digitalisation United Overseas Bank (UOB)
Jarod Ong SVP, Head of Operations SGX
Moderator:
Raghu Kolli Head of Customer Centricity LeapFrog Investments
● 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 AustraliaUnilever South East Asia Australia
Nicholas Chee
Executive Director, Group Channels & DigitalisationUnited Overseas Bank (UOB)
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, AsiaSitecore
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
Channel Experiences Stream
3:15 pm - 3:45 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallChannel 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
Channel Experiences Stream
4:20 pm - 4:20 pm End of Stream SessionsService & Experience Transformation Stream
1:40 pm - 2:15 pm PANEL: Harnessing Technology-Powered Innovations to Deliver World-Class Service· 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
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
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 BankingRHB
Service & Experience Transformation Stream
3:15 pm - 3:45 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallService & 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
Service & Experience Transformation Stream
4:20 pm - 4:20 pm End of Stream Sessions4:30 pm - 5:10 pm Fireside Chat: Linking Customer Acquisition and Customer Retention Growth with CX
● 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?
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?
