Summit Day One | Wednesday, 26th September 2018

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

Steve Thompsett - Chief Customer Officer, DHL Supply Chain

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Steve Thompsett

Chief Customer Officer
DHL Supply Chain

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Karthikeyan Rajasekharan

Senior Director, Dynamics Business Group Asia Pacific
Microsoft Asia Pacific

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Tushar Parashar

Senior Sales Director
Hitachi Solutions Asia Pacific Pte. Ltd.

9:45 am - 9:50 am CX Benchmarking 1


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Ketan Samani

Managing Director & Chief Digital Officer
UBS Wealth Management

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Manav Kamboj

Chief Technology Officer
PropertyGuru

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Alain Boey

Chief Transformation Officer
Media Prima

10:30 am - 11:15 am Morning Networking @ Exhibition Hall

11:15 am - 11:45 am ReservedCustomer Experience and Artificial Intelligence: Are the Battle Lines Drawn?

Paul Baptist - Senior Director, Solution Engineering APAC, Salesforce

Paul Baptist

Senior Director, Solution Engineering APAC
Salesforce

11:45 am - 1:05 pm Roundtable A: Customer Single View to Enhance CX Delivery

Romeo Solas - Customer Loyalty Solutions Lead, APAC, NICE

Romeo Solas

Customer Loyalty Solutions Lead, APAC
NICE

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

11:45 am - 1:05 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

11:45 am - 1:05 pm Rountable C: Capturing the Voice of Your Customers

Jim Campbell - APAC Solution Lead, Workforce Engagement Management, Genesys

Jim Campbell

APAC Solution Lead, Workforce Engagement Management
Genesys

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

11:45 am - 1:05 pm Roundtable D: Deploying a Mobile-First CX Strategy

Albert Camacho - Design & UX Lead, Circles.Life

Albert Camacho

Design & UX Lead
Circles.Life

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

11:45 am - 1:05 pm Roundtable E: Elevating Customer Experience through Social Interactions

Anila Frederiks - Head of Customer Service Operations, Telstra

Anila Frederiks

Head of Customer Service Operations
Telstra

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

11:45 am - 1:05 pm Roundtable F: Optimising Digital Operations to Transform Service Delivery & CX

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

11:45 am - 1:05 pm Roundtable G: CX Metrics: Evaluating Performance & Opportunities for Improvements

Lynette Soh - Managing Director, Premier Customer Care, FedEx Express
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Lynette Soh

Managing Director, Premier Customer Care
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

11:45 am - 1:05 pm Roundtable H: Transforming Customer Experience with Programmable Communication

Jack Mardack - Global Head of Growth, Nexmo
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Jack Mardack

Global Head of Growth
Nexmo

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

11:45 am - 1:05 pm Roundtable I: Employee Empowerment to Drive Customer-Centricity

Maggie Png - Head of Customer Experience & Design, Ascendas-Singbridge

Maggie Png

Head of Customer Experience & Design
Ascendas-Singbridge

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

11:45 am - 1:05 pm Roundtable J: AI-Powered CX: From Reactive to Anticipatory

Vinod Chandramouli - Global Head, Pre Sales & Marketplace, Freshworks

Vinod Chandramouli

Global Head, Pre Sales & Marketplace
Freshworks

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: End-to-End Customer-Centric Process Optimisation

Michael Lytle - Chief Customer Officer, Asia Pacific, Teleperformance

Michael Lytle

Chief Customer Officer, Asia Pacific
Teleperformance

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

11:45 am - 1:05 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

11:45 am - 1:05 pm Roundtable M: Delivering the Human Touch in the Digital Age

Zal Dastur - COO & Co-Founder, Lucep

Zal Dastur

COO & Co-Founder
Lucep

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

1:05 pm - 2:15 pm Lunch @ 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

2:15 pm - 2:50 pm Panel: Building a Customer-Focused Digital Enterprise to Attract, Engage, Convert & Nurture
Steve Ng - Lead, Digital Operations and Platforms, Mediacorp Pte Ltd
Wook Kwon - Regional Head, eCommerce UX, Levi Strauss & Co.
Rachel Chen - Head of Digital Wealth (dollarDEX), Aviva
·         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 Ng

Lead, Digital Operations and Platforms
Mediacorp Pte Ltd

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Wook Kwon

Regional Head, eCommerce UX
Levi Strauss & Co.

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Rachel Chen

Head of Digital Wealth (dollarDEX)
Aviva

DIGITAL-ENABLED CX

2:50 pm - 3:20 pm Customer Experience in the age of Digital Transformation
Vinod Chandramouli - Global Head, Pre Sales & Marketplace, Freshworks
·         Aligning your digital transformation strategies with CX objectives
·         Embarking on front and back office digitisation to empower CX
·         Operationalising your digital transformation plan 

Vinod Chandramouli

Global Head, Pre Sales & Marketplace
Freshworks

DIGITAL-ENABLED CX

3:20 pm - 3:50 pm Engaging Your Connected Customers with an Exceptional Digital Channel Experience
Anila Frederiks - Head of Customer Service Operations, Telstra

Anila Frederiks

Head of Customer Service Operations
Telstra

DIGITAL-ENABLED CX

3:50 pm - 4:35 pm Afternoon Networking Break + Tech Demo @ Experiential Hall
·         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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Anjali Kalia

Head of Consumer Connections, APAC
Reckitt Benckiser Health

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Nitin Pande

Customer Experience & Journeys Lead, Institutional Banking
DBS Bank

Anila Frederiks

Head of Customer Service Operations
Telstra

CUSTOMER JOURNEYS

2:50 pm - 3:20 pm Connecting Customer Engagement and Digital Process Automation: Delivering Exceptional Customer Experience
Paul Gaddes - Managing Director, Asia, Pegasystems Inc.

Paul Gaddes

Managing Director, Asia
Pegasystems Inc.

CUSTOMER JOURNEYS

3:20 pm - 3:50 pm Optimising in-store customer experience & journeys

CUSTOMER JOURNEYS

3:50 pm - 4:35 pm Afternoon Networking Break + Tech Demo @ Experiential Hall

CUSTOMER JOURNEYS

4:30 pm - 5:00 pm The Future of CX: Reshaping Customer Engagement with AI to Revolutionise CX
Angie Bell - Head of Asia Pacific, Twilio

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Angie Bell

Head of Asia Pacific
Twilio

·         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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Michael Perera

Vice President, GO-POINTS
GO-JEK

Eric van Steen

Customer Experience APAC Transformation Lead
Johnson & Johnson

Uma Talreja

Chief Marketing & Chief Customer Officer
Shoppers Stop

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Philipp Gockel

Global Senior Manager, Customer Delivery Experience, Global Supply Chain
Schneider Electric

CUSTOMER ADVOCACY

2:50 pm - 3:20 pm Transactional to Meaningful Customer Relationships: Strategies on Nurturing Loyalty & Retention
Uma Talreja - Chief Marketing & Chief Customer Officer, Shoppers Stop
·         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

Uma Talreja

Chief Marketing & Chief Customer Officer
Shoppers Stop

CUSTOMER ADVOCACY

3:20 pm - 3:50 pm Monetising Customer Feedbacks & Insights to Drive Profitable Growth
Anita Nair - Head Analytics and Market Insights, Merck
  • Realising the importance of customer experience in business
  • Capturing customer feedback to translate into business strategy
  • Understanding the customer journey & using feedbacks to improve their experience
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Anita Nair

Head Analytics and Market Insights
Merck

CUSTOMER ADVOCACY

3:50 pm - 4:35 pm Afternoon Networking Break + Tech Demo @ Experiential Hall

CUSTOMER ADVOCACY

4:30 pm - 5:00 pm Building Customer Loyalty Programs that Stick
·         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
·         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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Chatrudee Ngamvalairatt

EVP, Customer Experience Management
Bank of Ayudhya

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Prasanth Thomas

Vice President, Innovation Platforms, Digital and Technology
Sembcorp Industries

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Jae H Park

Sales Manager – Singapore
UiPath Pte Ltd

George Lang

Head of Product, Customer Support
Grab

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

2:50 pm - 3:20 pm Powering CX with Intelligent Automation
  • Empowering your business with BPM (business process management) RPA (robotic process automation) and AI-assisted interactions to deliver personalised customer experiences.
  • Overcoming challenges and cultural barriers to building intelligent applications
  • Discovering where to start with digital transformation and how to build on success

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

3:20 pm - 3:50 pm Re-Architecting Processes to Streamline Operations & Service Delivery
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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Shon Teo

Vice President & Head of Customer Service
SGX

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

3:50 pm - 4:35 pm Afternoon Networking Break + Tech Demo @ Experiential Hall

OPERATIONAL EXCELLENCE IN CUSTOMER SERVICE

4:30 pm - 5:00 pm Assess, Adopt & Implement Digital Solutions to Innovate Service & CX
Kara Kandan - Customer Experience Project Manager, Zalora
·         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

Kara Kandan

Customer Experience Project Manager
Zalora

5:00 pm - 5:05 pm Back to Plenary Room

5:05 pm - 5:10 pm CX Benchmarking 2

5:10 pm - 5:40 pm The Art & Science of Customer Service

5:40 pm - 6:25 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

6:25 pm - 6:30 pm Chairman’s Day One Closing Remarks

6:30 pm - 7:30 pm Evening Reception & Networking Cocktail

7:30 pm - 11:00 pm Gala Dinner & 2018 CX Asia Excellence Awards