Conference Day Two – Thursday 25 April 2019
8:00 am - 8:50 am Registration& Coffee & Tea
8:50 am - 9:00 am Opening Remarks from the Chairperson
9:00 am - 9:45 am PANEL: Leveraging Customer Experience a Business Strategy to Drive Business Profitability
Moderator:
Hari Krishna Kadava Former Director- Global Digital Banking Standard Chartered Bank
Speakers:
Kris Siwi Head, Customer Experience Management (CXM) Bank Maybank Indonesia Tbk
Alfi Yani Vice President, Head of Enterprise Customer Experience FWD Life
Bernard Lokasasmita Head of Customer Franchise and Decision Science, Commonwealth Bank Indonesia
Hari Krishna Kadava Former Director- Global Digital Banking Standard Chartered Bank
Speakers:
Kris Siwi Head, Customer Experience Management (CXM) Bank Maybank Indonesia Tbk
Alfi Yani Vice President, Head of Enterprise Customer Experience FWD Life
Bernard Lokasasmita Head of Customer Franchise and Decision Science, Commonwealth Bank Indonesia
· Aligning business goals with customer experience objectives to drive desired business outcomes
· Demonstrating the ROI of customer experience and getting buy-in from stakeholders
· Investing in the right people, process and technology to reap the full benefits of a customer-centric strategy
Bernard Lokasasmita
Head of Customer Franchise and Decision Science,Commonwealth Bank Indonesia
9:45 am - 10:15 am Accelerating Domestic Customer Transformation to become Global Customer
· Planning and executing local customer experience transformation effectively
· Engaging and interacting with senior management for organizational transformation
· Strategic plans in leading CX culture transformation while sustaining business
Suryadi Leung
Head of Change Management - Information Technology & OperationStandard Chartered Bank
10:15 am - 11:00 am Speed Networking & Morning Refreshment Break
11:00 am - 11:30 am OCBC NISP One Mobile: Deploying a Mobile-First Strategy for Profitable Growth
· Building relevant and impactful mobile experience
· Improving user experience and customer engagement on your mobile platforms
· Tapping into strategic partnerships to transform mobile interactions into revenue-growth opportunities
Andreas Kurniawan
Executive Vice President, Head of Digital Banking & TransformationOCBCNISP
11:30 am - 12:00 pm Mastering the Digital Advantage to Win Over Next-Generation Customers
· Developing your digital channel strategy to engage your connected customers
· Optimising service and experience interactions across web, mobile, chatbot and more
· Enhancing engagement with customer insights to drive digital acquisition and retention
Speaker: Andhini Putri, VP, Digital Marketing Lead- Jenius- PT. Bank Tabungan Negara (Persero) Tbk
12:00 pm - 12:45 pm PANEL: Channels Prioritisation and Personalisation for Different Customer Segments
Moderator:
Andreas Kurniawan Executive Vice President, Head of Digital Banking & Transformation OCBCNISP
Speakers:
Bayu Fariesta Sakti Head of Digital Performance Marketing DBS Indonesia
Yendra Tirta Perdana Go Head of Data Analytics AXA Services Indonesia
Steven Purnama CRM, Telesales & Digital Marketing Division Head PT. Bussan Auto Finance
Andreas Kurniawan Executive Vice President, Head of Digital Banking & Transformation OCBCNISP
Speakers:
Bayu Fariesta Sakti Head of Digital Performance Marketing DBS Indonesia
Yendra Tirta Perdana Go Head of Data Analytics AXA Services Indonesia
Steven Purnama CRM, Telesales & Digital Marketing Division Head PT. Bussan Auto Finance
· Evaluating the effectiveness of your channel strategy in meeting diverse customer needs
· Designing and delivering generation and segment-specific channel experiences
· Achieving customer experience objectives through highly effective touchpoints and personalised interactions
Andreas Kurniawan
Executive Vice President, Head of Digital Banking & TransformationOCBCNISP
12:45 pm - 1:45 pm Networking Lunch
1:45 pm - 2:15 pm Digitising and Automating Operations for Enhanced Efficiency and Customer Experience
· Reviewing your digitisation roadmap and key execution strategies
· Evaluating process to automate and digitise to drive greater operational efficiencies and service interactions
· Re-engineering business processes and restructuring operating models to be customer-centric
2:15 pm - 2:45 pm Driving Customer-Centric Innovations across Products and Services
· Making the shift from product-centric to customer-first
· Utilising approaches such as design-thinking and co-creation to enhance products and service delivery
· Forming innovative partnerships to create further value for your customers
2:45 pm - 3:15 pm Afternoon Refreshment Break
3:15 pm - 3:45 pm Empowering Employees to Deliver Exceptional Customer Experience
· Why employee experience equates customer experience
· Reinforcing the value of exceptional CX and giving employees a voice in your CX strategy
· Rewarding and incentivizing customer-centric behaviors and actions
3:45 pm - 4:15 pm Building a Sustainable Customer Experience Management Framework
· Mapping out a systematic framework to cover the key elements of a high-impact customer experience strategy
· Investigating the practical aspects of operationalising customer experience management and optimising the customer experience journey
· Designing customisable customer experience programs across different business models and industries
· Evaluating the ROI of customer experience management framework on customer experience satisfactions and impact on other businesses