Post-Summit Focus Day - B2B CX


9:00 AM - 9:20 AM Registration & Morning 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, Senior 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


Alok Bharadwaj

Senior Vice President
Canon Singapore Pte Ltd

10:10 AM - 10:50 AM Accelerating B2B Digital Transformation for Empowering CX Delivery

Philipp Gockel, Global Senior Manager Customer Delivery Experience, Schneider Electric
  • Leveraging digital technologies, channels and analytics to deliver enhanced CX
  • Fast-tracking digital strategies execution and securing buy-in to ensure successful organisational transformation
  • Putting on the customers lens: Adding further value to your B2B2C customers


Philipp Gockel

Global Senior Manager Customer Delivery Experience
Schneider Electric

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


Roundtable A

0:00 AM - 0:00 AM Differentiating & Personalising CX for Multiple Clients Within an Organization

Roundtable B

0:00 AM - 0:00 AM Designing Effective B2B VOC Programs

Roundtable C

0:00 AM - 0:00 AM Transforming Account Management & Client Relationships with CX

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


Frank Yazdi

Head of Client Services Asia Pacific Operations
Societe Generale


12:50 PM - 2:00 PM Networking Lunch

2:00 PM - 2:40 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


Douglas Lim

Head of Customer Service & Logistics Operations
Midea Group

2:40 PM - 3:20 PM Delivering Exceptional CX throughout Customer Lifecycle

Gautam Borah, Vice President, Customer Operation, Vodafone India
  • Adopting a piece-by-piece approach on creating experiences across lifecycle
  • Introducing the CEMEX 9c3i framework: Winning your customers through Convert, Care and Coddle
  • Real-life applications

Gautam Borah

Vice President, Customer Operation
Vodafone India

3:20 PM - 4:00 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


Ahmed Gharawi

Saudi Telecom Company

4:00 PM - 4:00 PM Chairman’s Closing Remarks & End of B2B Focus Day