Conference Day One – Wednesday 24 April 2019
8:00 am - 9:00 am Morning Refreshment and Registration
8:50 am - 9:00 am Opening Remarks from the Chairperson
9:00 am - 9:45 am PANEL: Reimagining Financial Services in the Age of the Customer
· Evaluating changing customer preferences and the need for new value propositions
· Scaling business growth with a customer-centric strategy across product, process, people and technology
· How can Indonesia’s financial institutions stay competitive amidst digital disruption and the rise of FinTech?
9:45 am - 10:15 am Conversations in the Mobile Age
Today’s consumers are always on, always connected. That does not mean they want companies to contact (or spam) them anytime and across all channels. With average attention span shortening to 10 seconds and falling, winning the engagement battle is about being relevant and with context. That means engaging consumers in the moments that matter, using the channels they prefer and with relevant data.
Sponsored by: Nexmo, the Vonage API Platform
10:15 am - 10:45 am Structuring an Effective Digital Operating Model to Transform Service Delivery & Customer Experience
· Designing cost-effective and sustainable next generation financial services: Why digital is the future
· Structuring a digital business strategy transforming transactions, customer interactions, product and services
· Aligning strategies, teams, processes and technologies to deliver the digital experience
10:45 am - 11:30 am Speed Networking & Morning Refreshment Break
11:30 am - 12:00 pm Harnessing AI & Blockchain to Transform Customer Experiences
· Putting AI at the centre of your customer experience roadmap
· Acquiring real customer sentiments with text-based analytics and NLP
· Moving beyond transactional to predictive and proactive customer engagement
12:00 pm - 12:30 pm Designing a Data-driven Journey to Enhance Customers’ Personalized Engagement
· Analysing data and segments for advanced customer insights to drive product and service differentiation
· Building customer loyalty and enhancing engagement with hyper-personalisation
Jeff Ongkowidjaja
Vice President, Head of Customer Experience - Journey Design & InsightPT Bank DBS Indonesia
12:30 pm - 1:45 pm Networking Lunch
1:45 pm - 2:15 pm Leading and Implementing Customer-Centricity across the Organisation
Leading and Implementing Customer-Centricity across the Organisation
· Embedding customer experience into the corporate culture
· Aligning sales, product, marketing and operational KPIs with customer experience KPIs
· Delivering impactful moments that matter to your internal and external customers
2:15 pm - 2:45 pm Omni-Channel Integration to Orchestrate High Value Customer Experience
· The importance of end-to-end customer visibility for an effective omni-channel strategy
· Identifying and bridging customer interaction gaps across online and offline platforms
· How to achieve true omni-channel relevance and customer experience
Sponsored by: Genesys
2:45 pm - 3:15 pm Afternoon Networking & Refreshment Break
INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 40 MINS EACH]
Roundtable A
3:15 pm - 4:35 pm Roundtable A : CX Metrics: Measuring and Evaluating Performance
Roundtable B
3:15 pm - 4:35 pm Roundtable B: Designing Customer-Centric Processes and Operations
Victor Erico Korompis
Senior Vice President IT Infrastructure GroupPT. Bank Mandiri (Persero)
Roundtable C
3:15 pm - 4:35 pm Roundtable C: Creating a Seamless CX for your corporate banking with AI & BlockchainRoundtable D
3:15 pm - 4:35 pm Roundtable D: Transforming Service Delivery with Smart Automation and Digitisation
Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.