22 - 25 September 2020 | Sands Expo & Convention Centre, Singapore
Conference Day Two | 4 March
8:00 am - 8:45 am
Registration & Coffee & Tea
8:45 am - 9:00 am
Chairman’s Welcome Remarks
9:00 am - 9:30 am
Defining a Winning Customer Experience Strategy and Embracing Technology Innovation to Outpace Competition
· Omni-channel and service excellence: Evolving from digital-first to end-to-end experiences
· Getting into the nuts and bolts of customer journeys and identifying pain points to fix and eliminate
· Reinventing legacy systems and creating digitally-enabled business models in a customer-empowered world
9:30 am - 10:15 am
CXO Panel: The Era of Return on Experience (ROX): Navigating Customer Engagement in the New Intelligent Experience Economy
Vinod Chandramouli -
Head, India & ASEAN Business,
Freshworks
Chris Lipman - Chief Customer Officer, Starhub
Nicholas Lam - Senior Director, Traveler Experience, Asia Pacific, CWT
Michael Ong - Executive Director, Head, Customer Experience & Service, UOB
· How are emerging digital technologies and business models challenging the status quo of customer experience across all industries?
· Understanding and mastering the new rules of customer engagement, advocacy and loyalty
· Influencing and driving customer-centric transformation across the organisaton with a focus on quantifiable results
10:15 am - 10:45 am
The Fourth Industrial Revolution: Embrace the Change
Alex Spinelli -
Chief Technology Officer,
LivePerson
10:45 am - 11:30 am
Speed Networking & Morning Refreshment Break
CX FOR FINANCIAL SERVICES
11:30 am - 12:00 pm Designing a Digital Ecosystem that Enables Agile, Secure and Value-Added Transactions· Impact of rising digital usage on all aspects of financial services
· Cultivating reliable and customer-focused online and mobile channels
· Ensuring real-time and frictionless customer experience in a highly connected, complex and 24/7 era
CX FOR FINANCIAL SERVICES
12:00 pm - 12:30 pm Optimising the Digital Customer Journey from Brand Awareness through to After-Sales· Evangelising the need for greater customer insights and the types of data and process sharing required
· Developing tailored offerings and services that appeal to each customer’s needs and preferences
· Prioritising customer experience to improve brand reputation, encourage retention and maximise future sales
CX FOR FINANCIAL SERVICES
12:30 pm - 1:45 pm Networking LunchCX FOR FINANCIAL SERVICES
1:45 pm - 2:15 pm Trust as the New Currency: Strengthening Customer Loyalty to Nurture Future Transactions Jarod Ong - SVP, Head of Operations, SGX· Transforming from rudimentary financial services to an intrinsic part of customers’ everyday lives
· Identifying indicators that lead to defection and proactively retain at-risk customers
· Turning satisfied customers into loyal advocates
CX FOR FINANCIAL SERVICES
2:15 pm - 2:45 pm Elevating Customer Interactions with AI-Powered Chatbots and Virtual AssistantsCX FOR FINANCIAL SERVICES
2:45 pm - 3:30 pm PANEL: Connecting the Dots along Customer Journeys and Digital Frontiers to Drive Business Scalability Mike Eksteen - Vice President, Chief Digital Officer, Asia Pacific, ChubbMr Alvin Nand - Chief Operating Officer, Head of Global Operational Transformation, QBE Insurance Asia
Raynu Niyomdechar - Group Vice President of Customer Experience, FWD Group
· Linking customer journeys to critical business outcomes
· From online and offline touchpoints to journeys: Grasping the true dimensions of customer centricity
· Uniting the expectations of customers, distributors and value chain employees to deliver greater value and improved efficiencies
Mr Alvin Nand
Chief Operating Officer, Head of Global Operational TransformationQBE Insurance Asia
CX FOR FINANCIAL SERVICES
3:30 pm - 4:00 pm Afternoon Refreshment BreakCX FOR TELECOMMUNICATIONS
11:30 am - 12:00 pm Achieving a Unified Customer View for an Integrated Omni-Channel Experience Michelle Fernandez-Castillo - Digital Experience & GTM Director, Globe Telecom· Tapping into online and offline cross-channels to acquire meaningful customer insights
· Personalising customer messaging and outreach with context-aware technology
· Deploying omni-channel integration to orchestrate high value customer experience
CX FOR TELECOMMUNICATIONS
2:00 pm - 2:30 pm Going Beyond NPS: Designing Effective Voice of the Customer Programs for Desired Business OutcomesCX FOR TELECOMMUNICATIONS
12:30 pm - 1:45 pm Networking LunchCX FOR TELECOMMUNICATIONS
1:45 pm - 2:15 pm Sharing Telkom’s Journey in Resetting Ecosystem to Transform Digital Experience Sri Safitri - Project Director, CX Transformation, Telkom Indonesia· Building a new ecosystem to connect all digital touchpoints in the digital era
· Monitoring customer journeys and anticipating needs and issues with proactive support
· Meeting the new customer standards of speed, efficiency and effortless experience
CX FOR TELECOMMUNICATIONS
2:15 pm - 2:45 pm Maximising Customer Lifetime Value with Data-Driven Customer Engagement and Interactions· Bridging the gaps between your brand, data, customers and KPIs
· Removing the guesswork and providing customer value through intelligent, data-driven engagement
· Best practices to shape customer satisfaction and increase revenue opportunities
CX FOR TELECOMMUNICATIONS
2:45 pm - 3:30 pm PANEL: Making them Stick: Co-Creating Loyalty Programs and Experiences in a Digital Era Senior Representative - from, PT Smartfren TelecomVaughn van Bosch - Head of Digital, Celcom Axiata Berhad
Dr. Natawat Saigosoom - Deputy Director, Customer Intelligence & Insights, True Digital Group
· Looking beyond just rewards to build and innovate customer loyalty programs
· Developing market segmentation to enhance customer loyalty, purchases and conversions
· Delivering consistent brand experience at every customer touchpoint and interaction
Senior Representative
fromPT Smartfren Telecom
CX FOR TELECOMMUNICATIONS
3:30 pm - 4:00 pm Afternoon Refreshment BreakCX FOR UTILITIES
11:30 am - 12:00 pm Digitising Process and Operations to Enable the Delivery of Seamless Customer Experience Poh Ling Ee - General Manager, Customer Operations (Global Business), Shell· Mapping a digitalisation roadmap with your customers at the centre of the transformation
· Re-engineering processes and operations to drive business agility, performance and productivity
· Accelerating digitalisation results and upskilling employees to deliver exceptional CX
CX FOR UTILITIES
12:00 pm - 12:30 pm Strengthening Customer Relationships and Interactions with an All-in-One Mobile App· Enabling ease of use from authentication, billing information, payment to service updates
· Personalising the app experience with tailored promotions, messaging and notifications
· Providing customers with greater control of energy usage with inbuilt energy efficiency features
CX FOR UTILITIES
12:30 pm - 1:45 pm Networking LunchCX FOR UTILITIES
1:45 pm - 2:15 pm Rethinking Customer Digital Engagement Strategies in Product and Service Innovation Priscilla Nu - Head of Experience and Design, Digital, SP Group· Roadmapping digital transformation to identity priority development/investment area
· The importance of getting omni-channel right for your multi-generational customers
· Establishing mobile app as the preferred channel to inform, interact and engage
CX FOR UTILITIES
2:15 pm - 2:45 pm Utilising Insights from Smart Metering to Improve Engagement, Service and Product· How smart metering can reduce customer painpoints with insights on usage and costs
· Further utilising smart meter analysis to recommend energy solutions for customers
· Sharing findings with product and service teams to drive progressive improvements
CX FOR UTILITIES
2:45 pm - 3:30 pm PANEL: Tapping into the Benefits of IoT to Transform Service and Experience in Utility Prasanth Thomas - Vice President, Innovation Platforms, Digital and Technology, Sembcorp Industries· Deploying IoT-supported monitoring platforms to improve the reliability and efficiency of power supply
· Tracking customer’s energy usage and predicting demand, spot outages and conduct preventative maintenance
· Offering customers greater transparency, visibility and control with IoT tools
Prasanth Thomas
Vice President, Innovation Platforms, Digital and TechnologySembcorp Industries
CX FOR UTILITIES
3:30 pm - 4:00 pm Afternoon Refreshment Break
4:00 pm - 4:45 pm
PANEL: Winning Customers in a World of Bots, AI and Automation
Aditya Kaul -
Head of Digital and Affinity Partnerships,
Allianz
Sylwia Kulesza - Senior Executive Director, Digital Engagement & Cross-Channel Sales, Group Digital Banking, Standard Chartered
· Combining digital and human transformation in your customer strategy
· How can digitalisation and smart machines help to win the hearts and business of your customers?
· Going beyond a project-driven to enterprise-wide approach when digitising and automating customer experience
Sylwia Kulesza
Senior Executive Director, Digital Engagement & Cross-Channel Sales, Group Digital BankingStandard Chartered
4:45 pm - 5:15 pm
CLOSING KEYNOTE: Redesigning Customer Loyalty & Engagement in the Digital Age
Thomas Geitzenauer -
Head of CRM Development,
Peek & Cloppenburg
· Assessing the changing driver of loyalty and customer engagement across different customer segments
· Designing highly engaging customer and brand engagement programme to retain customer and upsell opportunities
· Increasing customer loyalty in digital age to drive business growth
