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
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?
10:35 am - 11:15 am
Speed Networking & Morning Refreshment Break
11:15 am - 12:00 pm
Panel: How to Maximise Design Thinking Projects ROI and Ensure Value-Added Outcomes
Shan Sharma -
Business Innovation and Design Thinking, Global Innovation Lab,
A Global Bank
Jessica Chan - UX and Design Lead, IAG's Firemark Labs
Natalia Kozyura - Head of Innovation Center, FWD Insurance
· 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
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
Savani Mirashi
Design Strategist & Design Thinking FacilitatorLeading 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
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
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
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
Measuring Your Design Thinking Process
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
