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

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

  • 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
        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
• 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

Customer & CX Insights Stream - D

2:50 pm - 3:20 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 - 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
        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 Sessions

Channel Experiences Stream - E

1:45 pm - 2:20 pm PANEL: Reviewing Channel Effectiveness & Prioritisation in an Omni-Channel Era
        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 - E

2:20 pm - 2:50 pm Reinventing Commerce

Channel Experiences Stream - E

2:50 pm - 3:20 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 - 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
        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 Sessions

Service & Experience Transformation Stream - F

1:45 pm - 2:20 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 - F

2:20 pm - 2:50 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
 

Service & Experience Transformation Stream - F

2:50 pm - 3:20 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

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
• 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

        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

        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?

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