Premium Content

10:00 am - 10:10 am Opening Remarks

10:10 am - 10:40 am Translating Brand Promise into Customer Experience

Lennard Kwek - Head of Marketing – Greater China & Asia Pacific, Bridgestone

Recognising customer experience is an integral aspect of brand isn’t a new notion. At Bridgestone, they are consciously using customer experience as a way to deliver on the promises of their brand. 

• The importance of generating advocacy through driving continuous engagement with the brand

• Discuss ways to Integrate touch points to maximise desired customer benefits and experience

• Examine how best to leverage data, analytics and digital as a competitive advantage for customer experience creation 


Lennard Kwek

Head of Marketing – Greater China & Asia Pacific

Board-level accountability for CX is rising. A well-defined CX strategy and clear leadership are the foundation for a truly connected, effortless CX that will create value for your customers and business.

• Determine how CX has evolved and the critical role of C-suite partnership to fuel next stage of business growth

• Gain insights into how the executive team can lead and co-design the future of CX in the organization

• Rethinking employee mindset to embed customer centricity throughout the organisation

• Setting CX vision and goals: Learn ways to unify CX across the organisation to deliver long-term customer and business value


Tan Sheng Jie

Asia (MCM) Head of Marketing, Distribution Analytics & Technology
Liberty Mutual Insurance


Edison Sipahutar

Executive Vice President, Marketing & Customer Relations
PT PLN (Persero)


André Grandt

Customer Experience Lead & Transformation Officer

11:20 am - 11:30 am Transition Break

11:30 am - 12:30 pm Workshop 1A: Through The Looking Glass - Reinventing the Customer Experience

Everything about the customer is changing – motivations, connections, expectations, time and purchasing power. This workshop challenges you to think “outside the box” and build strategies based on the new realities and lives of the customers you serve. This is vital to remain relevant in today’s marketplace.

Learning Outcomes:

• Discover how to redefine your delivery: resolving customer problems vs selling products

• Establish your winning strategy across multiple touchpoints through customer sentiment

• CX measurement in the experience economy: what are the KPIs to know?

• Ways to reinvent CX to increase customer lifetime value

12:30 pm - 1:30 pm Lunch Break

1:30 pm - 2:30 pm Workshop 2A: The Future of CX is Social – How to Elevate Your Social Channel

Rudy Dalimunthe - Vice President, Customer Excellence, Tokopedia

Over 80% of companies agree that social is a vital channel for delivering exceptional customer experiences. But only 58% of companies have a defined strategy for integrating social into their existing customer experience programs. Explore how CX leaders are using social to build exceptional and differentiated customer experiences.

Learning Outcomes:

• How to detail your social channel management strategy and evaluate their effectiveness

• Importance of building an effective social media monitoring platform to react and interact in real-time

• Integrate your social engagement program as part of the overall omni-channel strategy to scale results

• How best to leverage social to improve customer resolution, engagement and experience


Rudy Dalimunthe

Vice President, Customer Excellence

2:30 pm - 2:40 pm Transition Break

2:40 pm - 3:40 pm Workshop 3A: Optimising the Virtual Customer Journey

Clement Teo - Regional Head for Customer Happiness, Circles.Life

The digital customer experience is much more than just buying a t-shirt from Amazon. It’s a series of experiences that continues with each new interaction – online and offline, digital and non-digital. This workshop will address the implications of digital technology to achieve customer experience excellence.

Learning Outcomes:

• High-tech, high-touch: Humanising customer experience in a digital era

• Re-assess the changing drivers across different customer segments to understand their needs

• Explore how to take a human-centred design approach to deliver personalised digital experience

• A look at how augmented reality and virtual reality are driving value in today’s customer experience landscape

Clement Teo

Regional Head for Customer Happiness