Lead Sponsor

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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)

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

Tina Morrell, General Manager of Customer Strategy and Experience, NRMA

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


Gabrielle Dracopoulos

Head of CX


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


Malcolm Koh

Customer Experience Strategist


Sophie Devlin

Senior Manager, Customer Success


Tina Morrell

General Manager, Customer Strategy and Experience


Benjamin Soubies

Managing Director, Asia Pacific & Japan


Sandra de Zoysa

Group Chief Customer Officer

Dialog Axiata

Neil Gardner

Chief Customer Officer – Asia


Natalie Keightley

Solutions Marketing Director


Emma Powell

Chief Customer Officer

Accident Compensation Corporation

Janelle Estes

Chief Insights Officer


Aiden Turner

Customer Service Manager Asia Pacific


Dave Flanagan

Director, Digital & Conversational AI – ANZ


Olive Huang

Vice President Product Strategy - Service Cloud


Matthijs de Man

Director of Club Services and Innovation

Anantara Vacation Club

Ashish Sinha

Managing Director, APAC & MEA


David Lambert

Principal, Asia Pacific


Justin Theng

Head of Customer Analytics


Who should attend?

CX Network Live is designed to offer insight and inspiration to
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

The changing state of customer service

Dowload the whitepaper here

Craft loyalty winning emotional connections with your customers

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Bolster engagement through additional channels with one single message API.
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CX Network Online Events | Who attends our events

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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