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

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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Aylwin Tan

Chief Customer Solutions Officer
Ascendas-Singbridge

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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
·         Providing contextually relevant personalised recommendations
·         Incorporating sentiment into responses
·         Eliminating bottlenecks and automating routine inquiries

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

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

CUSTOMER & CX INSIGHTS

1:50 pm - 2:25 pm Panel: Creating a Single Customer View to Shape Holistic Customer Experiences
Bianca Wong - Director, Voice of Customer, Globe Telecom
Sandeep Maheswari - Technology Director, ASPAC, Johnson & Johnson
·         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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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

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

·         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

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