Post-Summit Focus Day - CX FINANCIAL SERVICES

9:00 AM - 9:20 AM CX Financial Services Focus Day Registration & Morning Coffee

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

DIGITAL TRANSFORMATION FOR ENABLING CX

9:30 AM - 10:00 AM Turning Digital Disruption in Financial Services into Your Competitive Edge

Sonia Wedrychowicz, MD, Head of DBS Consumer Bank Technology, DBS Bank
  • Digital disruption: How to apply digital at the core rather than a digital lipstick
  • Leveraging the power of Fintech via API integration
  • Design for No Branches, No Operations and No Contact Centre

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Sonia Wedrychowicz

MD, Head of DBS Consumer Bank Technology
DBS Bank

10:00 AM - 10:30 AM Enabling the Transition into a Customer-Centric, Digital Financial Institution

Ajay Mathur, Vice President Director - Retail & Wealth, Indonesia, PT. Bank ANZ Indonesia
  • Mapping your digital transformation blueprint through the customer lens
  • Building digital products, capability to better serve and engage modern customers
  • Securing organisational buy-in and instilling customer-centricity into the DNA of your organisation

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Ajay Mathur

Vice President Director - Retail & Wealth, Indonesia
PT. Bank ANZ Indonesia

10:30 AM - 11:00 AM Morning Tea & Networking Break

CX IN FINANCIAL SERVICES

  • Assessing the impact of financial regulations on CX
  • How can we comply and deliver great CX?
  • Fostering cross-functional collaboration to optimise customer interactions

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Frank Yazdi

Head of Client Services Asia Pacific Operations
Societe Generale
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Alain Boey

SVP Digital Banking
Bank Simpanan Nasional

11:40 AM - 12:20 PM Panel: CX Differentiation in the World of Commoditised Financial Products

Manik Nangia, Director Marketing & Chief Digital Officer, Max Life Insurance Vikas Jain, Marketing Director, Funding Societies Pte. Ltd
  • CX to stand out from your competition but are you matching up to your customers’ definition of great CX?
  • Innovating CX: Products vs. services or both?
  • Driving transformative CX that delivers results

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Manik Nangia

Director Marketing & Chief Digital Officer
Max Life Insurance
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Vikas Jain

Marketing Director
Funding Societies Pte. Ltd

12:20 PM - 1:30 PM Networking Lunch

DISRUPTIVE INNOVATION IN FINANCIAL SERVICES

Discover the latest innovations that are radically transforming the delivery of financial services and ultimately, customer experiences

1:30 PM - 2:00 PM Driving Financial Inclusion in Indonesia: PayPro’s Mobile Money Journey

Randy Pangalila, Head of Mobile Financial Services, Indosat
  • Accelerating mobile money adoption in Indonesia
  • Serving Indonesia’s ‘Less-Cash Society’: Revisiting PayPro’s journey and seven core services
  • Forming strategic partnerships for providing seamless experience to PayPro’s different customer segments

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Randy Pangalila

Head of Mobile Financial Services
Indosat

2:00 PM - 2:30 PM Disrupting SME Lending in South East Asia – with an Emphasis on CX

Vikas Jain, Marketing Director, Funding Societies Pte. Ltd
  • Structural gap in SME lending
  • Using technology for a world-class customer experience
  • Strategic partnerships for client engagement and retention

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Vikas Jain

Marketing Director
Funding Societies Pte. Ltd

2:30 PM - 3:00 PM Reshaping CX with Blockchain

  • The potential of blockchain in transforming CX in financial services
  • Accelerating from proof of concept into practical applications
  • Working with financial institutions to expedite adoption

3:00 PM - 3:30 PM Afternoon Refreshment & Networking Break

THE FUTURE OF FINANCIAL SERVICES

3:30 PM - 4:00 PM Will AI & Machine Learning Define the Future of Digital Financial Services?

Manik Nangia, Director Marketing & Chief Digital Officer, Max Life Insurance
  • Realising the infinite possibilities of AI including customer personalization, patterns identification, and real-time customer Q&A
  • Developing chatbot and robo advisors which provide automated, algorithm-based financial advice without the help of a human counterpart
  • Understanding other benefits such as fraud detection, customer recommendations and compliance

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Manik Nangia

Director Marketing & Chief Digital Officer
Max Life Insurance

4:00 PM - 4:30 PM Responsible Finance to Engage the Next Generation of Customers

  • Providing financial services for a new generation: Why be ‘responsible’?
  • Executing ‘responsible’ finance
  • Driving and influencing change

4:30 PM - 4:30 PM Chairman’s Closing Remarks & End of CX Financial Services Focus Day