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10:00 am - 10:10 am Opening Remarks

A successful CX strategy requires creating a holistic approach that runs across your entire organisation and aligns with KPIs. Yet, we have heard time and again that most companies are struggling to create a viable CX strategy and having the right metrics to measure the business outcomes. 

• Discuss the importance of harmonising business goals with CX objectives to achieve desired business outcomes

• Operationalising CX: Driving actions and yield effective results

• Demonstrate ROI of CX initiatives to see the true value of customer experience projects 


Sandra de Zoysa

Group Chief Customer Officer
Dialog Axiata


Caren Cheng

Head of Customer & Fulfillment
DiGi Telecommunications


Darren How

Head of Customer Communications and Experience
Singapore Pools


Aditya Kaul

Head of Digital and Affinity Partnerships

10:50 am - 10:55 am Transition Break

Digital channels have now emerged as the preferred choice for many consumers when it comes to interacting and engaging with brands. These new consumers lead to new expectations, and ultimately change the way value is and should be created by brands.

• How can digitalisation and smart machines help to win the hearts and business of your customers? 

• Strategies in combining digital and human transformation to gain competitive advantage in your CX strategy

• The need to transform from project-driven to enterprise-wide approach when automating customer experience


Sylwia Kulesza

Senior Executive Director, Digital Engagement & Cross-Channel Sales - Group Digital Banking
Standard Chartered


Kavan Sito

Regional Head of Customer Operations & Trust


Chris Lipman

Head, Customer Service & Experience


Mark Mistal

Chief Information Officer

11:35 am - 11:40 am Transition Break

11:40 am - 12:40 pm Workshop B: Employee Engagement to Drive CX Success

HunNi Liew - Head of Business Transformation, DHL Express Malaysia

Poor customer service is costing businesses more than $75 billion a year. Even in this digital age, the human touch is still at the core of everything we do. Businesses often forget the power of effective customer service, especially so for front-line agents. How can we ensure our processes, people and technology work in tandem for maximum effectiveness?     

This session aims to equip participants with the skills to empower agents to thrive in this “digital-first” environment, thus enabling businesses to harness people power to achieve outstanding customer service and experience.

Key Takeaways:

·        Defining a specific and actionable employee engagement plan

·        Giving ownership to your team for autonomous decision-making

·        Conducting effective training programmes

·        Changing your organisational culture to become more people-centric and customer-centric


HunNi Liew

Head of Business Transformation
DHL Express Malaysia

12:40 pm - 1:40 pm Lunch Break

2:20 pm - 3:50 pm Workshop 1B: Introducing Design Thinking for CX Journey and Improvement Plans

Brendan Leece - Head of Customer Experience, E.ON

Design thinking is taking centre stage in designing product and service experiences. This workshop will introduce tools and processes from gathering customer insights to identifying customer needs and expectations through their experiences.

Learning Outcomes: 

• Adopt human-centred principles to better understand customer journey’s pain points and service gaps

• Using customer insights to identify areas of improvements 

• Explore opportunities to further optimise customer service and interactions

• Apply design thinking to enhance overall customer journey and nurture loyalty


Brendan Leece

Head of Customer Experience

2:40 pm - 2:50 pm Transition Break

  • What do customers really want, and how can you deliver?
  • Real-world analysis on customer behaviour to meet changing expectations
  • Identify improvement areas in your strategies to develop personalised experiences


Huntley Bakich

Senior Vice President
CSG Experiences Practice


Ian Watterson

Senior Vice President and Managing Director, APAC

2:50 pm - 3:50 pm Roundtable B: Work Different: Making the new normal the new better in Telecommunications

Vicky Katsabaris - Head of CX Strategy and Solutions, Asia Pacific and Japan, Qualtrics
Craig James - Principal, XM Scientist, Qualtrics
  • Explore the 4 stages of re-adjusting CX programs in telco to successfully navigate this new reality
  • Move beyond measurement to innovate, build, and deliver what customers and employees want most by becoming more attuned to people's needs
  • Rapidly launch, optimise, and expand digital offerings to satisfy demands and changing preferences and behaviours
  • Learn to automate and personalise key moments at scale throughout the customer journey using the leading system of action
  • Identify and capitalise on emerging behaviours and trends


Vicky Katsabaris

Head of CX Strategy and Solutions, Asia Pacific and Japan


Craig James

Principal, XM Scientist