Post-Summit Focus Day - B2B CX

B2B CX

9:00 AM - 9:20 AM Registration & Welcome Coffee

9:20 AM - 9:30 AM Chairman’s Opening Remarks

9:30 AM - 10:10 AM Succeeding in a Relationship-Driven, Loyalty-Based B2B Business Environment

Alok Bharadwaj, Former Vice President, Canon Singapore Pte Ltd
  • Reviewing your B2B CX strategy – is it matching up to the demands of a competitive, digital world?
  • Treating clients not as organisations but as individuals
  • Empowering your customers – helping them win over their customers

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Alok Bharadwaj

Former Vice President
Canon Singapore Pte Ltd

10:10 AM - 10:50 AM Delivering Exceptional CX throughout Customer Lifecycle

Gautam Borah, Vice President, Customer Operation, Vodafone India


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Gautam Borah

Vice President, Customer Operation
Vodafone India

10:50 AM - 11:30 AM Morning Tea & Networking Break

CX LEADERS INTERACTIVE ROUNDTABLES - 2 ROTATIONS @ 40 MINUTES EACH

Roundtable A

11:20 AM - 12:40 PM Leveraging Data Insights to Drive Business Performances

Alain Boey, SVP Digital Banking, Bank Simpanan Nasional


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Alain Boey

SVP Digital Banking
Bank Simpanan Nasional

Roundtable B

11:20 AM - 12:40 PM Accelerating B2B Digital Transformation for Enhancing CX Delivery

Craig DeLarge, Head of Digital Acceleration, Emerging Markets, Takeda Pharmaceutical Company


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Craig DeLarge

Head of Digital Acceleration, Emerging Markets
Takeda Pharmaceutical Company

Roundtable C

11:20 AM - 12:40 PM Transforming Account Management & Client Relationships with CX

Frank Yazdi, Head of Client Services Asia Pacific Operations, Societe Generale


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Frank Yazdi

Head of Client Services Asia Pacific Operations
Societe Generale

B2B CX

12:50 PM - 1:40 PM Lunch & Networking Break

1:40 PM - 2:20 PM Aligning Customer Expectations with Aftersales Operations & Capabilities

Douglas Lim, Head of Customer Service & Logistics Operations, Midea Group
  • Developing a complete Aftersales business framework with respective SOP to support customer’s needs
  • Enhancing CX through understanding the needs of your B2B customers, reviewing key terms in the SLA, conducting regular business reviews
  • Integrating front and back-end including logistics for seamless CX delivery 

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Douglas Lim

Head of Customer Service & Logistics Operations
Midea Group

2:20 PM - 3:00 PM Designing an End-to-End B2B Customer Excellence Program to Drive Customer-Centricity in Your Organisation

Ahmed Gharawi, , Saudi Telecom Company
  • Developing your B2B CX roadmap aligning with corporate priorities
  • Embedding customer-centricity into the DNA of your organisation
  • Encouraging cross-functional collaboration and exceptional service delivery across the organisation

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Ahmed Gharawi


Saudi Telecom Company

3:00 PM - 3:00 PM End of B2B Focus Day & Refreshment Break