27 - 28 November, 2019 | Capri by Fraser, China Square, Singapore

Conference Day One

8:00 am - 9:00 am Registration & Coffee & Tea


9:00 am - 9:15 am Chairman’s Welcome Remarks

9:15 am - 9:55 am Accelerating Organisational Success with Human-Centred Transformation

Magdalene Loh - Head of Innovation, Prudential Assurance
·         Leveraging design thinking to evolve business in response to rapid changes in environmental, social and cultural landscape
·         Developing a platform to facilitate change, break silos and empower talents
·         Empowering workforce by building capabilities at the grassroots
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Magdalene Loh

Head of Innovation
Prudential Assurance

9:55 am - 10:35 am Customer Experience Management vs. Experience Design: What’s the Difference and Why Does it Matter?

David Kohler - Regional Head, Experience Design & Culture, Generali Asia
·         With Customer Experience Management becoming a growing focus across industries, many organizations confuse CEM with Experience Design. What is the difference?
·         Are both approaches really needed?
·         How should organizations approach and manage these functions?
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David Kohler

Regional Head, Experience Design & Culture
Generali Asia

10:35 am - 11:15 am Speed Networking & Morning Refreshment Break

·         Identifying projects, opportunities and potential pitfalls in design thinking implementation
·         Determining what projects to prioritise and how to execute for the best ROI
·         Developing a design thinking playbook to evaluate, benchmark and improve performance
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Shan Sharma

Business Innovation and Design Thinking, Global Innovation Lab
A Global Bank

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Jessica Chan

UX and Design Lead
IAG's Firemark Labs

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Natalia Kozyura

Head of Innovation Center
FWD Insurance

12:00 pm - 12:40 pm Scaling Enterprise-Wide Implementation of Design Thinking to Unlock Innovation and Business Opportunities

Savani Mirashi - Design Strategist & Design Thinking Facilitator, Leading oil and Gas, Fortune 500 Company
ExxonMobil introduced design thinking as a strategy to drive innovation across the enterprise. Gain insights on utilising design thinking to frame innovation intent, secure stakeholders buy-in and put forth actionable plans to ensure successful results.
·         The importance of visualization in design thinking to enable proactive adoption at scale
·         Enhancing design thinking results by breaking silos and putting a focus on the alignment of cross-functional KPIs
·         Mapping an effective and agile path to growth and profitability with design thinking
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Savani Mirashi

Design Strategist & Design Thinking Facilitator
Leading oil and Gas, Fortune 500 Company

12:40 pm - 1:40 pm Networking Lunch

1:40 pm - 3:10 pm Roundtable A: Leveraging Design Thinking to Conceptualise New Products

Jessica Chan - UX and Design Lead, IAG's Firemark Labs
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Jessica Chan

UX and Design Lead
IAG's Firemark Labs

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.

1:40 pm - 3:10 pm Roundtable B: Empathy Mapping to Enhance Service Designs

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.

1:40 pm - 3:10 pm Roundtable C: Mind-Set & Culture Shift: Accelerating Business Transformation with Design Thinking

Shan Sharma - Business Innovation and Design Thinking, Global Innovation Lab, A Global Bank
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Shan Sharma

Business Innovation and Design Thinking, Global Innovation Lab
A Global Bank

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.

1:40 pm - 3:10 pm Roundtable D: Improving Your Product’s User Experience with Design Thinking

Caitlin Robinson - Head of Experience Design, MoneySmart
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Caitlin Robinson

Head of Experience Design
MoneySmart

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.

1:40 pm - 3:10 pm Roundtable E: Develop a Holistic End-to-End Customer Experience

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.

1:40 pm - 3:10 pm Roundtable F: Building the Design Thinking A-Team

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.

3:10 pm - 3:40 pm Afternoon Refreshment Break

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.

3:40 pm - 4:20 pm Designing an Effective Interview Framework to Produce Quality Problem Statements

Priscilla Nu - Head of Experience and Design, Digital, SP Group
·         Mapping target audience and designing segments-specific questionnaires for the best results
·         Uncovering blind spots in design and the use of empathy to identify critical gaps
·         Evaluating problem statements, its impact on service delivery and ideating solutions
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Priscilla Nu

Head of Experience and Design, Digital
SP Group

4:20 pm - 5:00 pm Placing Empathy at the Core of Design Thinking Innovation

(USA) Pamela Bailey - Head of Design and User Experience, Facebook
·         Introducing empathy as the key element of design thinking and how it can be used to value-add business
·         Leveraging empathy to unlock customer insights and translate findings into business innovation
·         Implementing empathy-driven customer engagement to radically transform customer experience
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(USA) Pamela Bailey

Head of Design and User Experience
Facebook