Asia’s #1 Expo For All Industry Leaders Impacting Their Customer Journeys’ Lifecycle & Ecosystem
25 - 26 March, 2025
| Singapore
Next Gen CX Conference Day Two: Thursday, 30 March 2023
8:00 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 9:00 am
Opening Remarks by Conference Chairperson
9:00 am - 9:40 am
Panel Discussion: Optimising Customer Touchpoints in a Marketplace where Customers Expect Options
- Understanding the value of your omnichannel in delivering the promise of your brand
- Discussion what are the options available to customers and is it enough
- Learning the tricks on optimising your touchpoints with your brand before, during, and after a transaction
9:40 am - 10:10 am
Industry Thought Leadership: Building the Future of Customer Engagement
Customer engagement has evolved rapidly in the past few years and today, we are at a stage where there is a focus on delivering value - both to customers and to the business. Here's a look at how Freshworks is building on this vision with our product offerings.
- Delivering value to both customers and businesses
- Striving to build the future of customer engagement by innovating with product offerings
- Putting emphasis on delivering a personalised and seamless experience to customers
10:10 am - 10:50 am
Panel Discussion: Satisfying Customers with Self-Service Channel in the Digital Age
Louis Tan -
General Manager, Customer Operations,
Shell
· Identifying issues that can be resolved quickly and independently leading to higher satisfaction levels
· Designing self-service platform to enable customers to personalise their own experience
· Maximising the value of customer by freeing up resources for more complex issues
10:50 am - 11:10 am
Industry Bench Marketing Session
Join us in this Speed Networking Session where you will be able to meet other participants at the event! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the event.
11:10 am - 11:40 am
Morning Break & Refreshments
11:40 am - 12:10 pm
Rising Above the Noise and Create a Winning Brand in the Digital Experience Economy
- Enhancing brand perception by providing a persona through every customer-facing opportunity
- Making sure your brand is visible and provides the answers customers seek
- Creating a consistent brand experience and messaging across all channels
12:10 pm - 12:40 pm
Industry Thought Leadership: Modernising Client Interaction Workflows
- Making your business a one-stop hub to modernise your client interaction workflows and elevate your client service experiences
- Streamlining your client business processes across account onboarding, account servicing, and exception handling
- Rethinking today’s costly, inefficient, and fragmented client engagement model, which requires significant manual intervention
- Orchestrating each step of your workflows to fast-track client business, gain efficiency, and grow your business
12:40 pm - 1:10 pm
Making Sense of Customer Experience in B2B
1:10 pm - 2:10 pm
Networking Lunch Break
2:10 pm - 2:40 pm
Design Thinking and AI: Maximizing Customer Experience through Personalization and Data-Driven Insights
Louis Tan -
General Manager, Customer Operations,
Shell
- Capturing customer’s needs, wants, expectations and preferences to action upon
- Connecting data across the channel and predicting future behavior with AI
- Individualising experiences from a single platform with the fastest time to value
2:40 pm - 3:20 pm
Harnessing the Power of Data, Points and Rewards to Elevate Customer Experience
- Modernising customer loyalty programmes, experiential shopping, new retail formats and store of the future.
- Integrating digital payments with customer loyalty (Points + Experiential)
- Using insights driven framework to navigate the future direction of CX trends
3:20 pm - 3:50 pm
Afternoon Break & Refreshments
3:50 pm - 4:00 pm
Grand Prize Draw @ Mobile Shoppers & Payments Theatre - Stand a chance to win SG$4000 by visiting Tealium, Aircall and The Customer Asia booths on the Exhibition Floor!
Sponsored by: Tealium
