Summit Day Two | Thursday, 27th September 2018

8:00 am - 9:00 am Summit Registration & Morning Coffee

9:00 am - 9:15 am Day One Recap & Chairman’s Day Two Remarks

9:15 am - 9:45 am Translating Brand Promise into Customer Experience

Javier Meza - Chief Marketing Officer, Asia Pacific Group The Coca-Cola Company

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Javier Meza

Chief Marketing Officer, Asia Pacific Group
The Coca-Cola Company

9:30 am - 10:00 am Accelerating Business Success with Speech Analytics powered by AI and Machine Learning

Ravi Saraogi - Co-founder and President APAC Uniphore Software Systems
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Ravi Saraogi

Co-founder and President APAC
Uniphore Software Systems

10:15 am - 11:00 am Morning Networking + Tech Cube Demo @ Exhibition Hall

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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

Vinod Muthukrishnan

CEO
CloudCherry

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Alp Altun

Executive GM Transformation & Customer Operations - Asia
IAG

11:40 am - 12:10 pm Tech Driving CX Greatness

12:10 pm - 1:20 pm Networking Lunch @ Exhibition Hall

AI-POWERED CX

1:20 pm - 1:50 pm Conversational AI: Intelligent Chatbots to Transform Customer Interactions
Cedric Dias - Head - Digital, Social Media and Product Marketing OCBC Bank
·         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?
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Cedric Dias

Head - Digital, Social Media and Product Marketing
OCBC Bank

·         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

Harpreet Singh Ghai

Director & Head of Customer Relations, Asia, Middle East & Africa
GSK Consumer Healthcare

Fredric Fanthome

Program Director, DBS Group Data First Transformation Program
DBS

AI-POWERED CX

2:25 pm - 2:55 pm Revolutionising Customer Experience with AI
Nitin Chugh - Country Head, Digital Banking HDFC Bank
·         Providing contextually relevant personalised recommendations
·         Incorporating sentiment into responses
·         Eliminating bottlenecks and automating routine inquiries
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Nitin Chugh

Country Head, Digital Banking
HDFC Bank

CHANNEL EXPERIENCES

1:20 pm - 1:50 pm 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

·         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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Anusha Babbar

Senior Director, eCommerce and New Business Models, South East Asia and Australasia
Unilever

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James Yeang

Head of Products, Digital
Celcom Axiata

Anila Frederiks

Head of Customer Service Operations
Telstra

Abhishek Arora

Executive Director, Digital Commerce Automation
Standard Chartered Bank

CHANNEL EXPERIENCES

2:25 pm - 2:55 pm Personalising Customer Experience across Channels with Data
Saurav Bhatia - Global Head Digital Insights, Design & Client Experience Standard Chartered Bank

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Saurav Bhatia

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

CUSTOMER & CX INSIGHTS

1:20 pm - 1:50 pm Extracting Valuable Insights & Feedback to Shape Customer Experience Programs
Harpreet Singh Ghai - Director & Head of Customer Relations, Asia, Middle East & Africa GSK Consumer Healthcare

Harpreet Singh Ghai

Director & Head of Customer Relations, Asia, Middle East & Africa
GSK Consumer Healthcare

·         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

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Bianca Wong

Director, Voice of Customer
Globe Telecom

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Sandeep Maheswari

Technology Director, ASPAC
Johnson & Johnson

CUSTOMER & CX INSIGHTS

2:25 pm - 2:55 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

1:20 pm - 1:50 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

1:50 pm - 2:20 pm Perfecting Engagement & Agent Productivity 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

SERVICE EXCELLENCE & EMPLOYEE ENGAGEMENT

2:25 pm - 2:55 pm Empowering Employees to Deliver Service Excellence
Michelle Liew - Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking RHB

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Michelle Liew

Head, Group Customer Experience & Channel Management (GCXCM), Group Retail Banking
RHB

2:50 pm - 3:35 pm Afternoon Tea & Networking Break

3:35 pm - 3:40 pm Back to Plenary Room

3:40 pm - 8:40 pm CX Benchmarking 3

3:45 pm - 4:15 pm How to Live, Breathe & Lead the Customer Experience Movement

Raju Nair - MD & Regional Head Customer Journey Experience DBS Bank
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Raju Nair

MD & Regional Head Customer Journey Experience
DBS Bank

·         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
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Lynette Soh

Managing Director, Premier Customer Care
FedEx Express

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Alp Altun

Executive GM Transformation & Customer Operations - Asia
IAG

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Diane Magers

CEO
Customer Experience Professionals Associations (CXPA)

4:55 pm - 5:05 pm Chairman’s Closing Remarks & End of 2018 CX Asia Summit