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
● 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 Reserved Session
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● 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 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
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● 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
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● 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● 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● 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
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● 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● 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· 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
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● 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● 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
● 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?