Summit Day 2

8:00 am - 8:45 am Summit Registration & Morning Coffee

8:45 am - 9:00 am Day One Recap & Chairman’s Day Two Remarks

9:00 am - 9:30 am How to Live, Breathe & Lead the Customer Experience Movement

·         Embracing and instilling customer centricity into your organisation’s DNA
·         Ensuring unified and exceptional experiences through a holistic CX strategy
·         Delivering impactful moments that matter to your internal and external customers

9:30 am - 10:00 am Reserved

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Vipul Chawla

Managing Director Asia Pacific
Pizza Hut

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Raju Nair

MD & Regional Head Customer Journey Experience
DBS Bank

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Aylwin Tan

Chief Customer Solutions Officer
Ascendas-Singbridge

11:35 am - 11:40 am CX Benchmarking 3

10:40 am - 11:25 am Morning Networking + Tech Cube Demo @ Exhibition Hall

AI-POWERED CX

11:25 am - 11:55 am Revolutionising Customer Experience with AI
·         Providing contextually relevant personalised recommendations
·         Incorporating sentiment into responses
·         Eliminating bottlenecks and automating routine inquiries

AI-POWERED CX

11:55 am - 12:20 pm Conversational AI: Intelligent Chatbots to Transform Customer Interactions
·         Tapping into the benefits of 24/7 CX  
·         Scaling up chatbot functionalities and customer engagement with enhanced AI capabilities
·         Moving beyond transactional customer service to proactive engagement: How can we transform sales, marketing and CX?

AI-POWERED CX

12:20 pm - 1:00 pm PANEL: The Power of Artificial Intelligence in Unlocking New Customer & Business Insights
Celine Le Cotonnec - Chief Data Officer AXA
·         Leveraging AI to shrink the gap between customer data and actionable insights
·         Unleashing the data lake with big data to capture new insights
·         Delivering hyper-personalised and emotionally engaging customer experience
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Celine Le Cotonnec

Chief Data Officer
AXA

AI-POWERED CX

1:00 pm - 2:00 pm Networking Lunch + Tech Demo @ Experiential Hall

AI-POWERED CX

2:00 pm - 2:30 pm Know & Engage Your Customers with AI to Maximise Sales
Cedric Dias - Head - Digital, Social Media and Product Marketing OCBC Bank
·         Identifying upselling/cross-selling opportunities with an AI-powered CRM database
·         Learning from past history to suggest relevant and personalised products/services
·         Combining sales with proactive customer service to maximise results
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Cedric Dias

Head - Digital, Social Media and Product Marketing
OCBC Bank

AI-POWERED CX

2:30 pm - 3:00 pm Using Natural Language Processing to Decode Real Customer Sentiments
·         Developing in-depth analysis of CX with emotional feedback
·         Machine Learning with heart: Seeing the full picture
·         Structuring powerful CX programs with newfound insights

CHANNEL EXPERIENCES

11:25 am - 11:55 am Personalising Customer Experience across Channels with Data
Saurav Bhatia - Global Head Digital Insights, Design & Client Experience Standard Chartered Bank
·         Aggregating multiple data sources to understand and improve experiences  
·         Leveraging 360 degree view on customer with single-viewed platform
·         Data-led CX: Moving from segmentation to personalisation to individualisation
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Saurav Bhatia

Global Head Digital Insights, Design & Client Experience
Standard Chartered Bank

CHANNEL EXPERIENCES

11:55 am - 12:20 pm Delivering Unified Customer Experiences across Channels
·         Achieving seamless CX through a holistic view on the customer
·         Defining your omni-channel goals and strategies to guide the execution
·         Maximising engagement with consistent messaging and experience across channels

CHANNEL EXPERIENCES

12:20 pm - 1:00 pm PANEL: Maximising Channel Engagement in an Omni-channel Era
Anil Srinivas - Sr Director Levi Strauss & Co
Manisha Seewal - Head of Marketing Tokio Marine Insurance Group
·         Mapping your channel strategy in accordance to customer behaviours and preferences
·         Steering customers to channels that fit their needs and purposes
·         Keeping high channel engagement with thoughtful, personalised interactions
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Anil Srinivas

Sr Director
Levi Strauss & Co

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Manisha Seewal

Head of Marketing
Tokio Marine Insurance Group

CHANNEL EXPERIENCES

1:00 pm - 2:00 pm Networking Lunch + Tech Demo @ Experiential Hall

CHANNEL EXPERIENCES

2:00 pm - 2:30 pm Engaging Your Connected Customers with an Exceptional Digital Channel Experience
Aurélie Batmalle - Regional Asia E-commerce Geographic Expansion Nestlé Nespresso
·         Building a successful ecommerce brand in a crowded marketplace
·         Lessons learnt in designing and deploying proactive and interactive digital CX 
·         Harnessing social media to collect organic customer feedback for insights and for wider market outreach
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Aurélie Batmalle

Regional Asia E-commerce Geographic Expansion
Nestlé Nespresso

CHANNEL EXPERIENCES

2:30 pm - 3:00 pm Creating Memorable Mobile Experiences to Drive Brand Engagement & Interactions
·         The power of mobile CX in a connected world
·         Monetising mobile partnerships and ecosystems to enhance brand presence and customer engagement
·         How else can you capitalise on mobile-based applications and services to drive CX?

CUSTOMER & CX INSIGHTS

11:25 am - 11:55 am Acquiring Meaningful Customer Feedback in Today’s Over-Surveyed World
·         The problem with overdriven customer feedback programs and the collection of too much data!
·         How often and what method should we use to extract meaningful data?
·         Targeting the right customer group for quality research

CUSTOMER & CX INSIGHTS

11:55 am - 12:20 pm Extracting Valuable Insights & Feedback to Shape Customer Experience Programs
·         Analysing and obtaining customer insights from unstructured data
·         Implementing text analytics to capture and understand context of feedback
·         Optimising CX with new insights

CUSTOMER & CX INSIGHTS

12:20 pm - 1:00 pm Panel: Creating a Single Customer View to Shape Holistic Customer Experiences
Dr. Yuhui Yao - Vice President, Group Customer Analytics & Behavioural Insights FWD Group
·         Roadmap to 360˚ view on the customer Integrating disparate systems and databases to enable data agility
·         Empowering CX decisions with real-time insights
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Dr. Yuhui Yao

Vice President, Group Customer Analytics & Behavioural Insights
FWD Group

CUSTOMER & CX INSIGHTS

1:00 pm - 2:00 pm Networking Lunch + Tech Demo @ Experiential Hall

CUSTOMER & CX INSIGHTS

2:00 pm - 2:30 pm Transforming Customer Experience with Effective VOC Programs
Timothy Chua - Head of Customer Experience Head of Customer Experience
·         Tailoring VoC programs for different products, services and customer groups
·         Implementing VoC across channels to measure end-to-end CX
·         Capturing customer feedback to drive continuous improvements in service excellence

Timothy Chua

Head of Customer Experience
Head of Customer Experience

CUSTOMER & CX INSIGHTS

2:30 pm - 3:00 pm Utilising Customer Insights to Drive Service & Product Improvements
Vikas Singh - Senior Director of Product Quality and Customer Assurance HP
·         Analysing customer usage versus expected outcomes/ experience
·         Closing the gap: Using data analytics to identify escalation and product issues
·         Prototyping & using design thinking methodology to make improvements
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Vikas Singh

Senior Director of Product Quality and Customer Assurance
HP

SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT

11:25 am - 11:55 am Driving Customer-Centric Operations & Service Transformation
Dian Ediana Soehardjo - GM Customer Care Planning & Process Management Telkomsel
·         Defining the strategic initiatives of operational excellence from a CX  perspective
·         How to develop a customer-centric strategy that continues to be relevant and effective
·         Executing digital CX transformation and ensuring success through digital leadership
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Dian Ediana Soehardjo

GM Customer Care Planning & Process Management
Telkomsel

SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT

11:55 am - 12:20 pm Enhancing CX through Self-Service Optimisation
·         Comparing self-service with live-service: Evaluating ROI, user experience and service effectiveness
·         How can we ensure unified and consistent experiences with other channels?
·         Scaling up self-service performance to deliver a fully automated channel experience

SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT

12:20 pm - 12:50 pm Technology-Powered Innovations as a Cornerstone for Remarkable Customer Service
Boon Leng Phua - Director, Customer System & Experience Ministry of Manpower
·         Leveraging technology innovations to deliver effortless service
·         Harnessing “on-the-go” customer support strategies
·         Measuring CX outcomes from technology implementation and driving continuous service excellence
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Boon Leng Phua

Director, Customer System & Experience
Ministry of Manpower

SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT

1:00 pm - 2:00 pm Networking Lunch + Tech Demo @ Experiential Hall

SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT

2:00 pm - 2:30 pm Empowering Employees to Deliver Service Excellence
·         Trusted accountability - the key to proactive customer-centric decisions and actions
·         Investing in technologies such as AI-powered monitoring system to improve work performance and move employees up the value chain
·         Recognising their efforts to drive continuous service excellence

SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT

2:30 pm - 3:00 pm Building Employee Loyalty & Creating Advocates to Deliver Customer Experience Excellence
·         Connecting employee advocacy with the performance of CX programs
·         How to nurture and cultivate brand loyalist among your employees
·         Providing an organisational culture that is open, inclusive and engaging

3:00 pm - 3:05 pm Back to Plenary Room

3:05 pm - 3:40 pm Fireside Chat: Measuring, Benchmarking & Demonstrating CX ROI

·         NPS, CSAT, NES…how well are we capturing customer satisfaction and fulfilment rates?
·         Redesigning metrics to fit with customers’ interactions in an increasingly digital landscape
·         Shaping internal CX that cultivates loyalty, enhance customer retention and creates customer value

3:40 pm - 4:10 pm Reserved

4:10 pm - 4:40 pm Afternoon Tea & Networking Break

4:40 pm - 9:40 pm CX Benchmarking 4

4:45 pm - 5:15 pm CX Industry Debate: Loyalty is Dead – For or Against? And How It Shapes Your Customer Experience Strategy

·         Making the case for loyalty versus brand agnostic
·         How it influences your business focus and outreach strategies
·         How to reposition and maximise CX outcomes

5:15 pm - 5:45 pm Closing Keynote: Virtual Reality – Envisioning the Future of Customer Experience

·         Revolutionising CX through immersive and personalised digital interactions
·         Why virtual reality will be a game-changer in shaping CX
·         Creating wow and long-lasting moments with virtual reality

5:45 pm - 5:55 pm Chairman’s Closing Remarks & End of 2018 CX Asia Summit