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
Pedro Sousa Cardoso
Senior Managing Director, Global Head Digital CommerceStandard 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?
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-JEKHendro 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
Hendro Lim
Head of Strategy & Planning for CAREGO-JEK
Customer & CX Insights Stream
3:15 pm - 3:45 pm Afternoon Tea & Refreshment Break | Tech Demo @ Experiential HallCustomer & 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
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
Customer & CX Insights Stream
4:45 pm - 4:50 pm End of Stream SessionsChannel Experiences Stream
1:10 pm - 1:45 pm PANEL: Reviewing Channel Effectiveness & Prioritisation in an Omni-Channel Era Avis Easteal - Regional Head Of Consumer, LuxasiaJarod 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
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 HallChannel 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
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
Channel Experiences Stream
4:45 pm - 4:50 pm End of Stream SessionsService & Experience Transformation Stream
1:10 pm - 1:45 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
Sirli Peeduli
Head of Customer Support SingaporeTransferWise
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
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
3:45 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
Richa Goswami
Global Head of Content, Creative Excellence and Digital PlatformsJohnson & 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 Sessions4:50 pm - 5:20 pm Fireside Chat: Linking Customer Acquisition and Customer Retention Growth with CX
Troy Barnes - Chief Customer Officer, Pizza Hut Asia PacificAnindya Dasgupta - Global Head of Consumer Business and Chief Marketing, Sales Officer, Fonterra
● 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?
Anindya Dasgupta
Global Head of Consumer Business and Chief Marketing, Sales OfficerFonterra
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?