22 - 25 September, 2020 | SANDS EXPO & CONVENTION CENTRE, SINGAPORE

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
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Aravind Krishnaswamy

Vice President, Products
CloudCherry

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Alp Altun

Chief Transformation Officer, Asia Pacific
Allianz

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Manpreet Singh

Managing Director & Head of Group Customer Experience Management
CIMB

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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, LivePerson

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Alex Spinelli

Chief Technology Officer
LivePerson

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

David Lambert - Experience Management (XM) Principal, Asia Pacific, Medallia
·  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 
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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

Allen Ding - Head of Intelligence Customer Service, Ant Financial | Alipay
Cedric Feng - Senior Expert of Customer Experience, Ant Financial | Alipay
·         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
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Allen Ding

Head of Intelligence Customer Service
Ant Financial | Alipay

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Cedric Feng

Senior Expert of Customer Experience
Ant Financial | Alipay

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

Sudhir Agarwal - CEO, Everise
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
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Sudhir Agarwal

CEO
Everise

12:20 pm - 12:25 pm CX Benchmarking 2

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

Annie Weckesser - Chief Marketing and People Officer, Uniphore
  • 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
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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? 
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Bernice Klaassen

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

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Graeme Davidson

Head of Data and Analytics, Asia
FCM Travel Solutions

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Rohit Shawarika

APAC Devices & Services Customer Service Lead
Google

Customer & CX Insights Stream - D

2:20 pm - 2:50 pm Customers Don’t Buy Your Product; They Buy Your Reputation
Anthony Chiam - Practice Leader, Global Business Intelligence, Asia Pacific and Australia, J.D. Power
• 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
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Anthony Chiam

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

Customer & CX Insights Stream - D

2:50 pm - 3:20 pm The Evolution of Travel - How Customer Experience Can Become Brand Currency
Sarah Somerville - Senior Director of Customer Engagement, Loyalty and Partnerships, Hilton
  • The rise of the digitally empowered traveller
  • Modern travellers expect more bang for their buck
  • Personalising the guest experience to build brand loyalty
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Sarah Somerville

Senior Director of Customer Engagement, Loyalty and Partnerships
Hilton

Customer & CX Insights Stream - D

3:20 pm - 3:50 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Customer & CX Insights Stream - D

3:50 pm - 4:20 pm Providing Premium Customer Care: Delivering Value-Adding Customer Service through Personalization
Rohit Shawarika - APAC Devices & Services Customer Service Lead, Google
        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
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Rohit Shawarika

APAC Devices & Services Customer Service Lead
Google

Customer & CX Insights Stream - D

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
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Vishal Gupta

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

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Raghu Kolli

Head of Customer Centricity
LeapFrog Investments

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Nicholas Chee

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

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Jarod Ong

SVP, Head of Operations
SGX


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Kevin Dechamps

Experience Commerce Specialist
Sitecore

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Upali Dasgupta

Marketing Director, Asia
Sitecore

Channel Experiences Stream - E

2:50 pm - 3:20 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
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Lin Wang

Chief Marketing Officer
InterContinental Hotels Group, Greater China

Channel Experiences Stream - E

3:20 pm - 3:50 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Channel Experiences Stream - E

3:50 pm - 4:20 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
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Vaughn van Bosch

Head of Digital
Celcom Axiata Berhad

Channel Experiences Stream - E

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
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Sirli Peeduli

Head of Customer Support Singapore
TransferWise

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Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

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Kavan Sito

Regional Head of Customer Operations
Shopee

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Rudy Dalimunthe

Vice President, Operations
Tokopedia

Service & Experience Transformation Stream - F

2:20 pm - 2:50 pm Going Beyond First Contact Resolutions to Customer Loyalty
Andy Rangel - Chief Customer Officer, Teleperformance
        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
 

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Andy Rangel

Chief Customer Officer
Teleperformance

Service & Experience Transformation Stream - F

2:50 pm - 3:20 pm Operationalising Customer-Centric Transformation and Leadership across the Organisation
Michelle Liew - Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking, RHB
• 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
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Michelle Liew

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

Service & Experience Transformation Stream - F

3:20 pm - 3:50 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential Hall

Service & Experience Transformation Stream - F

3:50 pm - 4:20 pm Cross Function Collaboration to Deliver Great Customer Experience
Tajindra Pal Singh - Vice President of CARE Strategy, Gojek
Hendro Lim - Head of CARE Strategy & Planning, Gojek
• 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
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Tajindra Pal Singh

Vice President of CARE Strategy
Gojek

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Hendro Lim

Head of CARE Strategy & Planning
Gojek

Service & Experience Transformation Stream - F

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?
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Troy Barnes

Chief Customer Officer
Pizza Hut Asia Pacific

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Amit Dasgupta

VP Brand for South East Asia and Pacific
Adidas

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Walter de Oude

CEO
Singapore Life

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Jonathan Ye

Chief Marketing Officer
Huawei Consumer Business Group Singapore

5:10 pm - 5:40 pm Harnessing Digital to Improve Service Excellence

Jerome Thil - VP Digital Innovation, Singapore Airlines
        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?
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Jerome Thil

VP Digital Innovation
Singapore Airlines

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