Summit Day One

7:30 AM - 8:30 AM SUMMIT REGISTRATION & MORNING REFRESHMENTS

8:30 AM - 8:40 AM Welcome Address by CX Asia

8:40 AM - 8:45 AM Chairman’s Opening Remarks

8:45 AM - 9:15 AM The Age of CX: Rethink. Unify. Innovate. Deliver

Frank Eliason, Partner, Brian+Trust Partners
Times are changing and it is imperative to stay ahead of the game. The challenge CX leaders faced today is that most CX efforts can be seen as ‘buzz’, with no direct impact on the bottom line. With years of experience in transforming the way major global brands approach CX, Frank will demonstrate how to get past the ‘buzz’ and delve directly into what your board is looking for i.e. results. It is time for CX leaders to rally (and secure!) organizational-wide support and lead impactful CX moments to deliver for the business of tomorrow.
  • Getting past the CX ‘buzz’
  • Creating moments that matter
  • Achieving scalable intimacy with your customers
  • AI, AR, VR, chatbots, IoT, data analytics…Nice-to-have or your next strategy?
  • Harnessing the right technology to drive business results

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Frank Eliason

Partner
Brian+Trust Partners

9:15 AM - 9:45 AM Leveraging Customer-Centric Innovation to Drive Organisation-Wide Business Transformation

  • Customer-centricity as the cornerstone of business success in the digital age
  • Investing in the right mix of people, process and technology to effect positive CX outcomes
  • Driving continuous improvement and innovation to value-create for your customers, stakeholders and organisation

9:45 AM - 10:15 AM Reserved

10:15 AM - 11:00 AM MORNING TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL
  • Investigating the business impact of ‘going digital’ on your organisation and how it will change the game for CX
  • Modernising legacy IT systems to build capacities and accelerate your organisation’s digital ecosystem development
  • Cognitive computing, IoT, API economy…deciding on the right technologies and digital investments to pursue for the best business outcomes
  • How can you further value-create for your organisation and your customers?

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Angela Hunter

EVP & Chief Customer Officer
Prudential Assurance Company Singapore
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Miao Song

CIO & VP IT ASPAC
Johnson & Johnson
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Ketan Samani

Managing Director & Chief Digital Officer
UBS Wealth Management

11:45 AM - 11:50 AM CX Benchmarking 1

Benchmark your organisation’s CX strategy with industry peers through our live polling sessions. Find out where your company stands when it comes to the structure, performance and outcomes of your CX programs.

11:50 AM - 12:15 PM RESERVED

  • Assessing what ‘great’ CX means across functional departments and business units
  • Empowering consistent, quality experiences across touch-points through unified CX goals
  • Aligning sales, operational, technology, marketing KPIs with CX KPIs
  • Effective strategies on driving customer-centricity in your organisation

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Francesco Lagutaine

Chief Marketing & Experience Design Officer
Manulife
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Christopher Loh

Group Chief Strategy Officer
RHB Banking Group

1:00 PM - 2:00 PM NETWORKING LUNCH

TECH CUBE DEMO @ EXHIBITION HALL

STREAM SESSIONS

2:00 PM - 2:30 PM Panel: Putting CX at the Centre of Your Digital Transformation Programs

Craig DeLarge, Head of Digital Acceleration, Emerging Markets, Takeda Pharmaceutical Company
  • Aligning your digital transformation strategies with defined CX goals
  • Investing in the right technologies and platforms to achieve process and CX optimisation
  • Operationalising your plan: Gaining organisational buy-in and driving execution

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Craig DeLarge

Head of Digital Acceleration, Emerging Markets
Takeda Pharmaceutical Company

2:30 PM - 3:00 PM Realising the Benefits of a Scalable, Lean & Agile Digital Enterprise

  • Why a digital operating model is going to win you more customers
  • Simplifying processes, operations to improve agility and empower customers
  • Providing on-demand services and seamless CX

3:00 PM - 3:25 PM Personalising Digital CX with a DataDriven Strategy

  • Delivering relevant and impactful engagements with your digital audience
  • Taking a unified, data-driven approach to personalising CX across digital channels
  • How can you leverage insights to optimise user experience, engage and anticipate customer needs?

3:25 PM - 4:10 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:10 PM - 4:45 PM Panel: Crafting Your Digital Customer Experience Strategy

Jet Choy, Director, Head of Digital Experience & Design, Singtel
  • Mapping out your customers’ journey across digital platforms
  • Mobile, web, social: How are you optimising your engagement strategies?
  • Complementing digital, online strategies with offline presence

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Jet Choy

Director, Head of Digital Experience & Design
Singtel
  • Transforming sales and marketing to meet customers’ expectations
  • Understanding your customers through digital touchpoint mapping
  • Activating digital end-to-end CX and measuring value

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Enrique Pinilla

Digital Marketing & eCommerce Leader Asia
3M
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Luke Cream

Customer Experience Leader Asia
3M

2:00 PM - 2:30 PM Panel: Reimagining CX & Brand Experience in the Connected Age

Gerald Ang, Director of Marketing & Communications, Discovery Networks Asia Pacific
  • When the bar for CX keeps getting raised, how are you evolving your brand engagement strategies?
  • Integrating social, technology, digital to develop effective and impactful campaigns
  • Standing out from the competition: Achieving brand differentiation and creating loyalty that truly sticks

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Gerald Ang

Director of Marketing & Communications
Discovery Networks Asia Pacific

2:30 PM - 3:00 PM Building Trust & Co-Shaping Brand Experiences

Philipp Kristian, Innovation Strategist & Author, The Trust Economy
  • Systematise trust building to enhance perceived customer value
  • Balance proactive and accommodating approaches to facilitating customer decisions
  • Embrace customers’ desire to co-shape brand and CX

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Philipp Kristian

Innovation Strategist & Author
The Trust Economy

3:00 PM - 3:25 PM Designing Rewarding & Brand-Relevant Customer Loyalty Programs

  • Making loyalty programs available across channels
  • Utilising data-driven customer insights to personalise and tailor loyalty incentives
  • Building a strong loyalty network through strategic partnerships

3:25 PM - 4:10 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:10 PM - 4:45 PM Customer Value Optimisation as the Best Brand Loyalty Strategy

Nicco Tan, VP Relationship Marketing & Social Media, Resorts World Genting
  • Leveraging customer intelligence to know your customers and deliver what they want
  • How can we drive customer value optimisation throughout the entire customers’ journey?
  • Reviewing the importance of having an experimental culture within the organisation to drive incremental growth

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Nicco Tan

VP Relationship Marketing & Social Media
Resorts World Genting

4:45 PM - 5:15 PM Enhancing Brand Experience with a Winning Social Strategy

Jonathan Ye, Head of Digital & Social, Huawei Technologies
  • Improving brand conversion through strategic social media interaction
  • Developing an effective social marketing program to engage your targeted audience
  • Deploying social listening tools to know your audience

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Jonathan Ye

Head of Digital & Social
Huawei Technologies
  • Structuring your customer journey framework
  • Navigating complexities across platforms, regions and cultures
  • Instilling a customer-centric culture across front-line, marketing, product, operations to anticipate, match and deliver CX

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Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines
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Jonathan Hwa

Regional Head of Customer Experience
ZALORA Group

2:30 PM - 3:00 PM Embedding Human-Centred Design to Deliver Exceptional CX

Serene Lee, Head of Insights, Design & Culture, DBS Bank
  • Moving beyond transactional to emotional insights
  • Leading cross-functional efforts in design
  • Making the shift from product-focused to customer-centric culture

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Serene Lee

Head of Insights, Design & Culture
DBS Bank
  • Discover the importance of combining your customer and employee insights to drive customer loyalty and brand engagement
  • Hear how Volkswagen Australia is transforming their CX program

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Bill McMurray

Managing Director, Asia Pacific & Japan
Qualtrics
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Jason Bradshaw

Director Customer Experience
Volkswagen Australia

3:25 PM - 4:10 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:10 PM - 4:45 PM Incorporating Empathy Mapping in Your Customer Journeys

Adam Geneave, Vice President - Customer Experience, Wyndham Vacation Resorts Asia Pacific
  • The power of emotional intelligence in CX
  • Recognising the value of empathy in your CX strategy
  • Leveraging empathy to stimulate the delivery as well as the final impact of a great CX

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Adam Geneave

Vice President - Customer Experience
Wyndham Vacation Resorts Asia Pacific

4:45 PM - 5:15 PM Shaping Future CX Journeys through an Amalgamation of Technology, Culture & Innovation

Akira Mitsumasu, Vice President, Marketing & Strategy, Japan Airlines
  • Tapping into the potential of technology and people to optimise CX
  • How can we shape CX from awareness, evaluation to purchase and retention?
  • Creating further value along your customers’ journey

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Akira Mitsumasu

Vice President, Marketing & Strategy
Japan Airlines
  • Putting on the customer lens: Streamlining operations to enhance efficiency, reduce waste and empower customer service
  • Elevating operational capabilities to enable exceptional service delivery
  • Exploring opportunities and challenges with digitising operations and automating customer service processes

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Alp Altun

Executive GM Transformation & Customer Operations - Asia
IAG
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Ian Wilson

SVP, Hotel Operations
Marina Bay Sands
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Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited

2:30 PM - 3:00 PM Driving Customer-Centric Process Innovation in Your Organisation

Jarod Ong, Senior Vice President, Head of Operations, Singapore Exchange Limited
  • Embarking on process innovation that contributes to great CX
  • Simplicity is key - Identify areas to innovate and engaging stakeholders to deliver results
  • Driving continuous improvements to ensure long-term customer success and satisfaction

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Jarod Ong

Senior Vice President, Head of Operations
Singapore Exchange Limited

3:00 PM - 3:25 PM Digitising & Automating Operations to Improve Productivity, Efficiency & Ultimately, CX

  • Deciding what to automate and how to automate for the best ROI
  • Tapping into technology innovations such as robotics to drive value-added work
  • Devising an operational framework to fast-track the deployment and adoption of automated technologies

3:25 PM - 4:10 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:10 PM - 4:45 PM Harmonising Marketplace Operations to Ensure Seamless CX

Daniele Perotti, Marketplace Operations Director, Global Fashion Group
  • Meeting the needs of the "always on" value chain
  • Supply chain management and opportunities in the payment space to meet customer expectations
  • Vertical integration and the future of merchant/3Pls

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Daniele Perotti

Marketplace Operations Director
Global Fashion Group

4:45 PM - 5:15 PM Transforming the Supply Chain Function to Enhance Service Delivery & CX

Satyaki Banerjee, Head, Transformation & Operations, Luxasia
  • Evaluating the impact of a ‘broken’ supply chain on CX
  • Driving transformation across the organisation to ensure supply chain as well as other support functions are closely linked with the company's sales and CX teams
  • Know the journey to your ultimate customers and optimisation of last mile dellivery

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Satyaki Banerjee

Head, Transformation & Operations
Luxasia

5:15 PM - 5:20 PM CX Benchmarking 2

Benchmark your organisation’s CX strategy with industry peers through our live polling sessions. Find out where your company stands when it comes to the structure, performance and outcomes of your CX programs.

5:20 PM - 5:50 PM Co-Creation is the New Brand Engagement Strategy

  • Giving a voice to your customer: Sharing feedback, forming working groups to finetune products and user experience
  • Building highly-engaged user communities and brand loyalists
  • Generating advocacy through forming emotional bond and driving continuous engagement with the brand

  • It’s all about the experience - when not all your employees are yours, how can you drive customer-centricity across all stakeholders?
  • Technology as a key enabler to disrupt the status quo: What happens next?
  • Driving continuous innovation to engage and win more customers

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Tony Nga

VP & Head of Customer Experience
Grab
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Toni Ruotanen

Country Manager
honestbee

6:10 PM - 6:15 PM Chairman’s Day One Closing Remarks

6:15 PM - 7:30 PM Evening Reception & Networking Cocktail

7:30 PM - 7:30 PM GALA DINNER & 2017 CX ASIA EXCELLENCE AWARDS