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10:35 am - 10:45 am Opening Remarks

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


Raynu Niyomdechar

Group Vice President, Customer Experience
FWD Group


André Grandt

Customer Experience Lead & Transformation Officer

11:25 am - 11:30 am Transition Break

11:30 am - 12:00 pm 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

12:00 pm - 12:10 pm Transition Break

12:10 pm - 1:10 pm Workshop A: The Future of CX is Social – How to Elevate Your Social Channel

Hery Septiadi - Senior Lead, 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


Hery Septiadi

Senior Lead, Customer Excellence