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 Driving a B2B Customer-Centric Transformation In Your Organisation

·         Making radical changes to ensure competitiveness in the age of customers
·         Synthesizing people, technology and process to build organizational agility in a digital, connected world
·         Leading change and driving sustainable growth in your organisation

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 Navigating the Complexity of B2B Customer Journey Mapping

·         Visualising the B2B landscape to map out different touchpoints and stakeholders
·         Improving understanding of different customer groups at each touchpoint
·        Shortening the engagement process through customised approaches for different customer groups

12:00 pm - 12:30 pm B2B VoC Programs: Getting it Right to Build Meaningful Customer Experience

·         How can you tailor your VoC programs to obtain accurate feedback in the complex B2B landscape?
·         De-centralising customer mapping at account and individual level to enhance customer engagement and experience
·         Turning VoC insights into actionable customer experience initiatives

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

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: Aligning & Synchronising Customer Experience with Your Distributors

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 C: Leveraging Data to Reduce Silos in the Delivery of B2B 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. 

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