Summit Day 1

7:30 am - 8:25 am Summit Registration & Morning Coffee

8:25 am - 8:35 am Welcome Address by CX Asia

8:35 am - 8:45 am Chairman’s Opening Remarks

8:45 am - 9:15 am Driving Customer-Centric Growth & Innovation

·         Delivering a total experience: Purpose-led, customised and consistent
·         Putting the customers first in every product and service design
·         Cultivating and inspiring a culture of customer experience innovation 

9:15 am - 9:45 am Designing & Implementing New Customer Experience Standards in the Digital Age

·         How Alibaba is engaging, interacting and delighting their customers in China
·         The blurring of lines between online and offline and strategies on enabling true omni-experience
·         What’s next? Harnessing digitisation and technologies to win over the next generation of customers

9:55 am - 10:25 am Reserved

10:25 am - 11:10 am Morning Networking + Tech Cube Demo @ Exhibition Hall

11:10 am - 11:15 am CX Benchmarking 1

11:15 am - 11:50 am Panel: Delivering Exceptional Value & Customer Experience in the Emerging Digital Ecosystem

·         Defining new customer value propositions and business opportunities in the connected age
·         Building a digital ecosystem to enhance organisatonal agility and the delivery of CX goals
·         Value creating with digital projects and accelerating ROI for your organisation and customers

11:50 am - 12:20 pm Reserved

12:20 pm - 1:40 pm Roundtable A: Customer Single View to Enhance CX Delivery

Wendy Fang - Head of Customer Experience & Research, Asia Pacific Allianz
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Wendy Fang

Head of Customer Experience & Research, Asia Pacific
Allianz

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

12:20 pm - 1:40 pm Roundtable B: Creating a Seamless Omnichannel Experience

Wynthia Goh - Head of Omnichannel NTUC
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Wynthia Goh

Head of Omnichannel
NTUC

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

12:20 pm - 1:40 pm Rountable C: Capturing the Voice of Your Customers

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

12:20 pm - 1:40 pm Roundtable D: Applying Segmentation for Customer Value Maximisation

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

12:20 pm - 1:40 pm Roundtable E: Deploying a Mobile-First CX Strategy

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

12:20 pm - 1:40 pm Roundtable F: Designing Customer Feedback Programs for Different Channels & Customer Segments

Bianca Wong - Director, Voice of Customer Globe Telecom
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Bianca Wong

Director, Voice of Customer
Globe Telecom

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

12:20 pm - 1:40 pm Roundtable G: CX Metrics: Evaluating Performance & Opportunities for Improvements

Lynette Soh - Managing Director, Customer Experience Planning & Engineering FedEx Express
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Lynette Soh

Managing Director, Customer Experience Planning & Engineering
FedEx Express

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

12:20 pm - 1:40 pm Roundtable H: Monetising Data-Driven CX Personalisation

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

12:20 pm - 1:40 pm Roundtable I: AI-Powered CX: From Reactive to Anticipatory

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

12:20 pm - 1:40 pm Roundtable J: Elevating Brand & Customer Experience through Social Interactions

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

12:20 pm - 1:40 pm Roundtable K: Harnessing Data & Insights to Enhance Customer Loyalty

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

12:20 pm - 1:40 pm Roundtable L: Integrating Self-Service into Your Channel Strategy

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 - 2:45 pm Lunch & Tech Cube Demo @ Exhibition Hall

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

DIGITAL-ENABLED CX

2:45 pm - 3:20 pm Panel: Building a Customer-Focused Digital Enterprise to Attract, Engage, Convert & Nurture
Steve Carlile - Global Head of Digital Center of Excellence Nu Skin Enterprises
Steve Ng - Lead, Digital Operations and Platforms Mediacorp Pte Ltd
·         A review of emerging digital trends and innovations transforming CX
·         Channel investments, prioritization and optimisation in the digital age
·         Developing effective ecosystem partnerships to provide value beyond products and services
 
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Steve Carlile

Global Head of Digital Center of Excellence
Nu Skin Enterprises

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Steve Ng

Lead, Digital Operations and Platforms
Mediacorp Pte Ltd

DIGITAL-ENABLED CX

3:20 pm - 3:45 pm Accelerating Digital Transformation to Empower CX Delivery
·         Aligning your digital transformation strategies with CX objectives
·         Embarking on front and back office digitisation to empower CX
·         Operationalising your digital transformation plan 

DIGITAL-ENABLED CX

3:45 pm - 4:15 pm From Channel to Ecosystem Focused: Delivering Winning Customer Experience in the New Retail Era
Karen Chan - SVP, Head of Digital APMEA C&J Clarks
·         When traditional meets technology – using data as an enabler to formulate the right omnichannel strategy
·         Deciding on actionable insights and aligning with business objectives
·         Transformation case study: From channel-mindset to ecosystem-focused
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Karen Chan

SVP, Head of Digital APMEA
C&J Clarks

DIGITAL-ENABLED CX

4:15 pm - 5:00 pm Afternoon Networking Break + Tech Demo @ Experiential Hall

DIGITAL-ENABLED CX

5:00 pm - 5:30 pm Mastering Digital Customer Experience & Interactions
Josianne Robb - Head of IT – Digital (Asia) Prudential Corporation Asia
·         Delivering seamless digital experience: The importance of building a single customer view
·         Harnessing interactive self-service options and mobile innovations to engage with your customers
·         Ensuring the “human touch” in digital CX
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Josianne Robb

Head of IT – Digital (Asia)
Prudential Corporation Asia

DIGITAL-ENABLED CX

5:30 pm - 5:55 pm Managing & Monetising the Mobile Customer Experience
·         Developing mobile capabilities and effective partnerships to win over the connected customers
·         Building user-friendly experiences from content, features through to navigation
·         Analysing feedbacks to improve active number users and as an additional engagement channel to build sustainable customer relationships
·         Evaluating the differences in expectations, preferences and needs for different customer groups
·         The challenges and effective approaches on developing relevant and inclusive journeys
·         Capturing insights from customer journeys to provide relevant and engaging experiences  
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Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines

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Anjali Kalia

Head of Consumer Connections, APAC
Reckitt Benckiser Health

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Nitin Pande

Customer Experience & Journeys Lead, Institutional Banking
DBS Bank

CUSTOMER JOURNEYS

3:20 pm - 3:45 pm Personalising Customer Journeys with a Data-Driven Strategy
·         Taking a unified, data-driven approach to personalising CX journeys
·         How can you leverage insights to optimise user experience across touchpoints?
·         Delivering relevant and impactful engagements by anticipating and meeting customer needs

CUSTOMER JOURNEYS

3:45 pm - 4:15 pm Mapping & Solving Pain Points in Customer Journeys
·         Re-examining processes to evaluate customer centricity and the quality of customer journeys
·         Seeing from the eyes of customer through human-centred designs and agile methodologies
·         Structuring an effective improvement roadmap for successful deployment and execution

CUSTOMER JOURNEYS

4:15 pm - 5:00 pm Afternoon Networking Break + Tech Demo @ Experiential Hall

CUSTOMER JOURNEYS

5:00 pm - 5:30 pm Co-Creating Journeys: Improving the Customer Experience
·         Re-thinking how value is created, not for customers, but with customers
·         Integrating customer feedbacks for more informed, networked and empowered customers
·         Adopting a customer-centric mindset to move the elephant in the room

CUSTOMER JOURNEYS

5:30 pm - 5:55 pm The Power of Design-Thinking in Optimising Customer Journeys
·         The complexities involved in getting customer journeys right
·         Leveraging design-thinking for insights on CX delivery: Actual CX gaps vs. CX goals
·         Formulating a subsequent action plan

CUSTOMER ADVOCACY

2:45 pm - 3:20 pm Panel: Designing Effective & Highly Relevant Customer Advocacy Programs
Adam Geneave - Vice President Customer Experience Wyndham Vacation Resorts Asia Pacific
Michael Perera - Vice President, GO-POINTS GO-JEK
·         Recognising shifts in customer loyalty and behaviors
·         Designing segment-specific customer advocacy and loyalty programs strategies
·         Identifying opportunities to maximise customer lifetime value
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Adam Geneave

Vice President Customer Experience
Wyndham Vacation Resorts Asia Pacific

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Michael Perera

Vice President, GO-POINTS
GO-JEK

CUSTOMER ADVOCACY

3:20 pm - 3:45 pm Transactional to Meaningful Customer Relationships: Strategies on Nurturing Loyalty & Retention
·         Experience above all: Evolving your strategy from product push to customer-centricity
·         Redefining loyalty and retention KPIs in the digital age
·         Developing valuable customer advocacy and loyalty programs that stick

CUSTOMER ADVOCACY

3:45 pm - 4:15 pm Monetising Customer Feedbacks & Insights to Drive Profitable Growth
Anita Nair - Head Analytics and Market Insights Merck
·         Analysing customer data and feedback to improve products and services
·         Building a total life-cycle approach to engaging with your customers
·         Driving sustainable growth by tailoring customer advocacy programs
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Anita Nair

Head Analytics and Market Insights
Merck

CUSTOMER ADVOCACY

4:15 pm - 5:00 pm Afternoon Networking Break + Tech Demo @ Experiential Hall

CUSTOMER ADVOCACY

5:00 pm - 5:30 pm Building Customer Loyalty Programs that Stick
Aik-Phong Ng - Managing Director Fave Singapore & FavePay
·         Assessing how loyalty has evolved in a connected, instant gratification age
·         Designing accessible and loyalty programs for your always on, always connected customers
·         Tracking performance of loyalty programs and constantly innovating to engage and add value
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Aik-Phong Ng

Managing Director
Fave Singapore & FavePay

CUSTOMER ADVOCACY

5:30 pm - 5:55 pm Maximising Customer Lifetime Value with Data & Insights
·         Capturing and analysing customer data for insights
·         Tailoring loyalty and retention programs in accordance to predictive customer behaviours and buying patterns
·         Identifying and prioritising high lifetime value customers 

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

2:45 pm - 3:20 pm Panel: Digitising & Automating Operations to Drive Customer Excellence
Alp Altun - Executive GM Transformation & Customer Operations - Asia IAG
Chatrudee Ngamvalairatt - EVP, Customer Experience Management Bank of Ayudhya
·         Mapping a digitisation roadmap with your customers at the centre of the transformation
·         Re-engineering processes and operations to drive business agility, performance and productivity
·         Accelerating digitisation results and upskilling employees to deliver exceptional CX
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Alp Altun

Executive GM Transformation & Customer Operations - Asia
IAG

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Chatrudee Ngamvalairatt

EVP, Customer Experience Management
Bank of Ayudhya

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

3:20 pm - 3:45 pm Powering CX with Intelligent Automation
·         Harnessing intelligent automation to deliver quicker, more efficient and effective service
·         A review of RPA applications for optimising front and back office operations
·         Combining bots, processes and people to deliver exceptional CX

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

3:45 pm - 4:15 pm Re-Architecting Processes to Streamline Operations & Service Delivery
Jarod Ong - Senior Vice President, Head of Operations Singapore Exchange Limited
Shon Teo - Vice President & Head of Customer Service SGX
·         Increasing customer satisfaction through undisrupted processes and operations
·         Driving continuous service improvements with technology deployment
·         Operational excellence and agility as the foundation for superb CX 
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Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited

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Shon Teo

Vice President & Head of Customer Service
SGX

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

4:15 pm - 5:00 pm Afternoon Networking Break + Tech Demo @ Experiential Hall

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

5:00 pm - 5:30 pm Assess, Adopt & Implement Digital Solutions to Innovate Service & CX
·         Digitising processes and systems to enable digital solutions implementation
·         Key challenges and lessons learnt on integrating systems with third parties to achieve full visualisation
·         Monetising real-time data and insights to maximise revenues

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

5:30 pm - 5:55 pm Transforming Operational & Service Efficiency with Chatbots
·         Building a business case: Performance, cost and efficiency
·         Improving customer satisfaction and resolution rates with chatbots
·         Taking chatbots beyond productivity gains to offering deeper and personalised customer engagement

5:55 pm - 6:00 pm Back to Plenary Room

6:00 pm - 6:05 pm CX Benchmarking 2

6:05 pm - 6:40 pm BIG IDEA KEYNOTE: The New Frontier of Customer Experience: How to Transform CX with AI & Blockchain

Steve Monaghan - Chairman & Chief Executive Officer, Gen.Life Limited & Partner True Global Ventures – a FinTech Investments Company
·         Reimagining business models, customer engagement and service to create new customer experiences
·         Removing friction, unifying value chains and integrating into customer context
·         Insights on scaling transformation across industries and identifying opportunities for transformation using AI 
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Steve Monaghan

Chairman & Chief Executive Officer, Gen.Life Limited & Partner
True Global Ventures – a FinTech Investments Company

6:40 pm - 6:45 pm Chairman’s Day One Closing Remarks

6:45 pm - 7:45 pm Evening Reception & Networking Cocktail

7:45 pm - 10:15 pm Gala Dinner & 2018 CX Asia Excellence Awards