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
9:00 am - 9:40 am
CXO PANEL: The New CX Mandate: Trust, Value and Growth
Aravind Krishnaswamy -
Vice President, Products,
CloudCherry
Alp Altun - Chief Transformation Officer, Asia Pacific, Allianz
Manpreet Singh - Managing Director & Head of Group Customer Experience Management, CIMB
Tony Nga - VP, Head of Regional Customer Experience, Grab
● 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
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
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
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
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
12:40 pm - 1:40 pm
Networking Lunch | Tech Demo @ Experiential Hall
Customer & CX Insights Stream - D
1:45 pm - 2:20 pm PANEL: How to Best Acquire, Analyse and Extract Valuable Feedback Bernice Klaassen - Head of Customer Insights, APAC, Middle East, Europe, CitiGraeme Davidson - Head of Data and Analytics, Asia, FCM Travel Solutions
Rohit Shawarika - APAC Devices & Services Customer Service Lead, Google
● 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 - 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
Anthony Chiam
Practice Leader, Global Business Intelligence, Asia Pacific and AustraliaJ.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
Customer & CX Insights Stream - D
3:20 pm - 3:50 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallCustomer & 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
Customer & CX Insights Stream - D
4:20 pm - 4:20 pm End of Stream SessionsChannel Experiences Stream - E
1:45 pm - 2:20 pm PANEL: Reviewing Channel Effectiveness & Prioritisation in an Omni-Channel Era Vishal Gupta - Vice President, Digital Transformation, South East Asia Australia, Unilever South East Asia AustraliaRaghu Kolli - Head of Customer Centricity, LeapFrog Investments
Nicholas Chee - Executive Director, Group Channels & Digitalisation, United Overseas Bank (UOB)
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
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 - E
2:20 pm - 2:50 pm Reinventing Commerce Kevin Dechamps - Experience Commerce Specialist, SitecoreUpali 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
Channel Experiences Stream - E
3:20 pm - 3:50 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallChannel 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
Channel Experiences Stream - E
4:20 pm - 4:20 pm End of Stream SessionsService & Experience Transformation Stream - F
1:45 pm - 2:20 pm PANEL: Harnessing Technology-Powered Innovations to Deliver World-Class Service Sirli Peeduli - Head of Customer Support Singapore, TransferWiseOlga Quiros - Director, Customer Operations – Asia Pacific, Expedia Group
Kavan Sito - Regional Head of Customer Operations, Shopee
Rudy Dalimunthe - Vice President, Operations, Tokopedia
· 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 - 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
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
Michelle Liew
Head, Group Customer Experience & Channel Management (GCXCM), Group Retail BankingRHB
Service & Experience Transformation Stream - F
3:20 pm - 3:50 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallService & 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, GojekHendro 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
Service & Experience Transformation Stream - F
4:20 pm - 4:20 pm End of Stream Sessions
4:30 pm - 5:10 pm
Fireside Chat: Linking Customer Acquisition and Customer Retention Growth with CX
Troy Barnes -
Chief Customer Officer,
Pizza Hut Asia Pacific
Amit Dasgupta - VP Brand for South East Asia and Pacific, Adidas
Walter de Oude - CEO, Singapore Life
Jonathan Ye - Chief Marketing Officer, Huawei Consumer Business Group Singapore
● 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
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?
