CXN Live: CX APAC Online 2021
16 - 18 Mar 2021 | SGT | Free to Attend
Lead Sponsor
APAC’s online CX conference, bringing you global customer experts direct to your desk
The pandemic has dramatically shifted the Customer Experience landscape.
The nature of customer queries has changed; their channel preferences have shifted to be increasingly mobile and increasingly they expect businesses to provide 24 / 7 service. On top of this, CX leaders are having to navigate this changing landscape while the pressure to control costs has increased, and a significant proportion of staff are working remotely.
With this in mind, CX Live: CX APAC Online 2021, now in its 4th year, will be focused helping CX professionals navigate these significant changes with a focus on:
Self Service – leveraging digital channels to ensure customers have access to information 24 / 7 and reserve voice channels for high value customer interaction
Data and Analytics – leveraging data to enhance customer understanding and increase personalization
Automation – utilizing automation to increase efficiency and reduce the administrative burden
Employee Experience – ensuring service staff working remotely are kept engaged and focused on delivering customer excellence
Omnichannel – engaging seamlessly with your customers across multiple channels
Customer adoption – supporting customers in the transition from face to face or contact center service to digital channels
Four reasons why you should attend...
Hear the best case studies from across the global
Access the content on demand and watch in your own time
Assess the latest technological innovations
It is 100% free to attend
(Use Google Chrome or Mozilla Firefox to secure your place)
Hear the best case studies from across the global
Access the content on demand and watch in your own time
Assess the latest technological innovations
It is 100% free to attend
(Use Google Chrome or Mozilla Firefox to secure your place)
Sponsors
Lead Sponsor
Sponsors
Sponsors
Sponsors
Sponsors
Sponsors
Sponsors
Sponsors
Sponsors
Sponsors
Sponsors
Sponsors
2021 Agenda
Day One - 16 Mar 2021
9.30am-10.15am SGT Utilizing All Channels to Deliver the Promise Held to the Customer
Neil Gardner, Chief Customer Officer, Generali
10.30am -11.15am SGT : ServiceNow
11.30am-12.15pm SGT : Can technology deliver on the promise of empathetic customer experience.
A discussion on the adoption of AI solutions to deliver scalable, personalised engagement.
Dave Flanagan, Director, Digital & Conversational AI – ANZ, Genesys
12.30pm – 1.15pm SGT : Redefining customer experience for a new era
Malcolm Koh, Customer Experience Strategist, Zendesk
Sophie Devlin, Senior Manager, Customer Success, Zendesk
1.30pm - 2.15pm SGT : What will 2021 look like for customer service organizations?
Olive Huang, Vice President Product Strategy - Service Cloud, Salesforce
Matthijs de Man, Director of Club Services and Innovation, Anantara Vacation Club
2.30pm – 3.15pm SGT : Using VoC and Analysing Unprovoked Data to Enhance the Digital E-2-E Customer Experience
Lara Truelove, Head of CX, Singlife
End of Day One
Day Two - 17 March 2021
9.30am-10.15am SGT Using Voice of Customer and Data to Inform CX Design
Emma Powell, Chief Customer Officer, Accident Compensation Corporation
10.30am-11.15am SGT : Unlocking Value and ROI from Customer Analytics, Real-Time Guidance and AI in a Virtual & Hybrid World
Mat Austin, Senior Retail Operations, Ergon Energy Retail
Cameron Adams, Director Solution Consulting, NICE
11.30am-12.15pm SGT : Building a Customer-Driven Company: 5 Pillars of Success
Janelle Estes, Chief Insights Officer, User Testing
12.30pm – 1.15pm SGT Next level CX: Creating a unified view across your brand, market & customers
Benjamin Soubies
Managing Director, Asia Pacific & Japan, Talkwalker
1.30pm-2.15pm SGT : Medallia
2.30pm-3.15pm SGT Understanding Customer Value Without Losing the Human Touchpoints
Gab Dracopoulos, Head of CX, Intuit
End of Day 2
Day 3 : 18 March 2021
9.30am-10.15am SGT Establishing CX Design Frameworks and Principles to Ensure the Customer is the Number One Priority
10.30am - 11.15am SGT : Fireside Chat with Aiden Turner, Customer Service Manager, Asia Pacific, Graymont and Sponsored by 8x8
11.30am - 12.15pm SGT : Powering your CX by powering up your first party data
Ashish Sinha, Managing Director, APAC & MEA, Epsilon
12.30pm – 1.15pm SGT : SAS
1.30pm - 2.15pm SGT: Powering CX with EX in the Experience Economy
Natalie Keightley, Solutions Marketing Director, Avaya
2.30pm – 3.15pm SGT Panel Discussion (10 minutes speaking each followed by 20 minutes Q&A):
Fulfilling the Five Senses and Using a Hybrid Approach to Alleviate the Customer Journey
Cynthia Tang, CX Manager, Sunway Pyramid
The Drive for Purpose: How to Build Customer Loyalty
Uddalak Chatterjee, Vice President and Head Customer Experience, Bajaj Allianz Life Insurance Co. Ltd.
Featured Speakers
Cynthia Tang
Senior CX Manager
Sunway Malls
Lara Truelove
Head of CX
Singlife
Gabrielle Dracopoulos
Head of CX
Intuit
Uddalak Chatterjee
VP and Head Branch Operations and Training
Bajaj Allianz Life Insurance Co. Ltd.
Emira Oepangat
Head of Live Operations
Chubb Insurance
Mat Austin
Senior Retail Operations
Ergon Energy Retail
Cameron Adams
Director Solution Consulting
NICE
Malcolm Koh
Customer Experience Strategist
Zendesk
Sophie Devlin
Senior Manager, Customer Success
Zendesk
Tina Morrell
General Manager, Customer Strategy and Experience
The NRMA
Benjamin Soubies
Managing Director, Asia Pacific & Japan
Talkwalker
Sandra de Zoysa
Group Chief Customer Officer
Dialog Axiata
Neil Gardner
Chief Customer Officer – Asia
Generali
Natalie Keightley
Solutions Marketing Director
Avaya
Emma Powell
Chief Customer Officer
Accident Compensation Corporation
Janelle Estes
Chief Insights Officer
UserTesting
Aiden Turner
Customer Service Manager Asia Pacific
Graymont
Dave Flanagan
Director, Digital & Conversational AI – ANZ
Genesys
Olive Huang
Vice President Product Strategy - Service Cloud
Salesforce
Matthijs de Man
Director of Club Services and Innovation
Anantara Vacation Club
Ashish Sinha
Managing Director, APAC & MEA
Epsilon
David Lambert
Principal, Asia Pacific
Medallia
Justin Theng
Head of Customer Analytics
SAS
Who should attend?
CX Network Live is designed to offer insight and inspiration to
senior CX decision makers including heads of:
senior CX decision makers including heads of:
Customer Success
Customer Satisfaction
Experience Design
Voice of the Customer
Customer Experience
Customer Insights and Analytics
Customer Loyalty
Contact Centre
CX Network Online Events | Who attends our events
CX Network Live | How it works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Step 2: Confirmation email
This will be dispatched upon registration and will contain login information
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
Get Involved with CX Network Live
For more information on how CX Network Live: CX APAC Online is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!
Tilak Antony
CX Network
tilak.antony@iqpc.com
Get Involved with CX Network Live
For more information on how CX Network Live: CX APAC Online is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!
Tilak Antony
CX Network
tilak.antony@iqpc.com
In Partnership With :
©2021 IQPC. All rights reserved.
