Pre-Summit B2B CX Focus Day | Tuesday, 25th September 2018

9:00 am - 9:15 am B2B CX Day Registration & Morning Coffee

9:15 am - 9:30 am Chairman’s Opening Remarks

9:30 am - 10:10 am Delivering Exceptional B2B Customer Experience

Pascal Gerard Daniel - Chief Operating Officer, Customer Quality - Asia Pacific & Japan Nokia

Pascal Gerard Daniel

Chief Operating Officer, Customer Quality - Asia Pacific & Japan
Nokia

8:00 am - 8:30 am Capturing B2B2C Opportunities: How to Build, Implement & Integrate the Digital Channel

Steve Carlile - Global Head of Digital Center of Excellence Nu Skin Enterprises
  • Enabling e-commerce platforms to drive B2B2C transactions
  • Identifying the gaps between B2B and B2C customers to enhance sales opportunities
  • Ensuring integration to achieve a single customer view and provide a seamless customer experience
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Steve Carlile

Global Head of Digital Center of Excellence
Nu Skin Enterprises

10:50 am - 11:20 am Morning Tea & Networking Break

11:20 am - 12:00 pm Perfecting B2B Engagement with a Chatbot

Bayu Febriajie - Vice President, Innovation & Data Analytics DBS Bank

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Bayu Febriajie

Vice President, Innovation & Data Analytics
DBS Bank

12:00 pm - 12:40 pm Evaluating Experiences to Build Meaningful B2B Customer Relationship

Philipp Gockel - Global Senior Manager, Customer Delivery Experience, Global Supply Chain Schneider Electric

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Philipp Gockel

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

12:40 pm - 1:30 pm Networking Lunch

1:30 pm - 2:10 pm Winning Your B2B Customers with a Value-Added Customer Experience Strategy

Aylwin Tan - Chief Customer Solutions Officer Ascendas-Singbridge
·         Why value is the key in modern B2B customer relationship management
·         How do you identify and deliver value for different customer segments?
·         Deploying a proactive customer experience strategy  to drive loyalty and retention
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Aylwin Tan

Chief Customer Solutions Officer
Ascendas-Singbridge

2:10 pm - 3:40 pm Roundtable A: Simplifying B2B Processes for Greater Customer Experience

Eric van Steen - Customer Experience APAC Transformation Lead Johnson & Johnson

Eric van Steen

Customer Experience APAC Transformation Lead
Johnson & Johnson

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. 

2:10 pm - 3:40 pm Roundtable B: Designing B2B Customer Journey

Nitin Pande - Customer Experience & Journeys Lead, Institutional Banking DBS Bank
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Nitin Pande

Customer Experience & Journeys Lead, Institutional Banking
DBS 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. 

Pascal Gerard Daniel

Chief Operating Officer, Customer Quality - Asia Pacific & Japan
Nokia

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. 

3:45 pm - 3:50 pm Chairman’s Closing Remarks & End of B2B Focus Day