24 - 25 April, 2019
Shangri-La Hotel, Jakarta, Indonesia
Alfi Yani, Vice President, Head of Enterprise Customer Experience at FWD Life

Alfi Yani

Vice President, Head of Enterprise Customer Experience
FWD Life

Check out the incredible speaker line-up to see who will be joining Alfi.

Download The Latest Agenda

Conference Day Two – Thursday 25 April 2019

Wednesday, April 25th, 2018

9:00 AM PANEL: Leveraging Customer Experience a Business Strategy to Drive Business Profitability

·         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

3:45 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