Summit Day Two

8:00 AM - 8:30 AM MORNING COFFEE

INVITE-ONLY BREAKFAST BRIEFING

8:30 AM - 8:45 AM Day One Recap & Chairman’s Opening Remarks

8:45 AM - 9:15 AM Creating Memorable & Brand-Relevant CX in a Connected World

Marc McAllister, VP & MD International Sales Markets, Harley-Davidson Motor Company
  • CX as a brand differentiator and your edge in a competitive market
  • Know your customers: Building emotional connections and executing unique moments
  • Driving integrated, continuous engagement and spot-on interactions

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Marc McAllister

VP & MD International Sales Markets
Harley-Davidson Motor Company

9:15 AM - 9:45 AM Winning Over Asia’s Digital Consumers

Ganesh Kashyap, GM & Director eCommerce, Mondelez International
The dramatic rise of the digital consumer in Asia has shaken and re-shaped almost every category. Consumer expectations and buying habits have fundamentally shifted and this shift is most evident in the rapid growth of Personalisation, i.e. the consumers’ expectation that with online options, they can now tailor the products and services they buy to their needs. This has created both a challenge and opportunity for mainstream consumer goods and retail organisations. This session will review how Mondelez – one of the world’s largest global snackfood companies – is delivering distinct, personalized experiences online with mainstream brands like Oreo cookies.

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Ganesh Kashyap

GM & Director eCommerce
Mondelez International

9:45 AM - 10:15 AM RESERVED

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

TECH CUBE DEMO @ EXHIBITION HALL
  • Putting a $ value to CX
  • Aligning your CX blueprint with corporate vision, goals and strategy
  • Shaping CX that cultivates loyalty, enhance customer retention and creates customer value
  • Operationalise CX delivery across the business

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Raju Nair

MD & Regional Head Customer Journey Experience
DBS Bank
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Dominic Hoffmann

Chief Customer Experience Officer
Lazada Malaysia (Alibaba Group)
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Troy Barnes

Chief Customer Officer
AIA Malaysia

11:40 AM - 11:45 AM CX Benchmarking 3

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.

11:45 AM - 12:15 PM Window or Aisle? Why Everyone is Wrong to Hate the Middle Seat

Claire Sporton, VP Customer Experience Management, Confirmit
Why would you want to be in the middle? It’s OK for an hour or two, but long haul? No thanks. Yet the person in the middle can facilitate communication between the edges, share perspectives, join people together. Your organisation’s middle managers are in the middle seat. Explore how you can get the most out of their unique perspective and enable positive change across the business - through starting in the middle.

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Claire Sporton

VP Customer Experience Management
Confirmit

CX Leaders Interactive Roundtable Discussions - 12 Topics @ 30-Mins Each – 2 Rotations


8:00 AM - 8:00 AM A: Leveraging Customer Intelligence in Customer Value Creation





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Marianne Køien Paulsen

Director, Customer Experience Management
Confirmit
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Claire Sporton

VP Customer Experience Management
Confirmit

8:00 AM - 8:00 AM I: Creating a Data-Driven, Personalised CX Strategy



8:00 AM - 8:00 AM B: Designing Customer-Centric User Experience



8:00 AM - 8:00 AM F: Reaching Your Audience: Context Marketing to Supercharge CX



8:00 AM - 8:00 AM J: Ensuring Brand Relevance in the Digital Era



8:00 AM - 8:00 AM C: Optimising Customer Self-Service Experience

Michelle Choo, Director Customer Experience, Singtel


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Michelle Choo

Director Customer Experience
Singtel

8:00 AM - 8:00 AM G: Deploying a Mobile-First CX Strategy



8:00 AM - 8:00 AM K: Creating a Seamless Omni-Channel Experience



8:00 AM - 8:00 AM D: Driving Social Interactions & Engagement with Your Customers



8:00 AM - 8:00 AM H: Creating a Customer-Centric Culture Within Your Organisation



8:00 AM - 8:00 AM L: Innovating Service Interactions across channels

Hemlata Mansukhani, Head of Customer Service, Sephora Digital


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Hemlata Mansukhani

Head of Customer Service
Sephora Digital

STREAM SESSIONS

2:25 PM - 2:55 PM Driving Customer-Centric Product Innovation in Your Organisation

Scott Polchleb, Senior Director, Innovation & Customer Experience Design APAC, VISA
  • Co-creation: Incorporating customer voice in your innovation process
  • Leveraging customer intelligence to design your products and services
  • Adopting empathy mapping and designthinking to identify and match what your customers want
  • Optimising the user experience

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Scott Polchleb

Senior Director, Innovation & Customer Experience Design APAC
VISA

2:55 PM - 3:20 PM Artificial Intelligence: Enabling Predictive & Personalised CX

  • AI as a game-changer in CX
  • Mapping your CX pilot project incorporating machine learning and AI
  • Demonstrating CX outcomes from AI applications

3:20 PM - 3:50 PM Shaping the Future of CX with IoT

Nicolas Payen, Founder, Future Economy Studio
  • Assessing the power of connected devices in transforming CX
  • How IoT will reshape CX via new interactions and deeper customer insights
  • How organisations can utilise IoT data insights to drive continuous improvement in product and service innovation

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Nicolas Payen

Founder
Future Economy Studio

3:50 PM - 4:20 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:20 PM - 4:50 PM Drones: The Next CX Technology Frontier

Keya Chaturvedi, Trend Research Manager, DHL
  • Revolutionising CX with drones
  • Practical applications in connecting with the customers
  • Commercialising drones in service delivery and customer interactions

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Keya Chaturvedi

Trend Research Manager
DHL

4:50 PM - 5:20 PM The World of CX Disrupted - With Big Data at the Wheel

Nikolay Novozhilov, Chief Data Scientist, Wego.com
  • Harnessing analytics to shape your business strategies across people, process and products
  • Accelerating the translation of data to insights to drive exceptional CX outcomes
  • One step further - Integrating big data with AI: What does the future holds?

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Nikolay Novozhilov

Chief Data Scientist
Wego.com

2:25 PM - 2:55 PM Panel: Orchestrating Seamless OmniChannel Experiences & Interactions

Satyaki Banerjee, Head, Transformation & Operations, Luxasia Gordon Nugent, Head of Omnichannel Consumer APJ, HP
  • How do we build a true omni-channel experience, deliver and measure it?
  • Strategies on bridging online and offline gaps
  • Enabling end-to-end customer visibility and streamlining omni-channel strategy execution

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Satyaki Banerjee

Head, Transformation & Operations
Luxasia
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Gordon Nugent

Head of Omnichannel Consumer APJ
HP

2:55 PM - 3:20 PM Opti-Channel: Delivering the Right Information to Your Right Audience at the Right Time

  • Monetising opportunities from an optichannel strategy
  • Harnessing data and context to maximise your opti-channel experience
  • Assessing technology investments for opti-channel execution

3:20 PM - 3:50 PM From E-Commerce Startup to OmniChannel Leader: The Sephora SEA Story

Simon Torring, Head of Innovation and Omni-Channel, Sephora
  • Illuminating insights from customer journey mapping in nine diverse countries
  • Exploring the power of ‘browse, buy, ask and exchange where you want’ retail
  • How can you successfully get past problems on pricing, selection and promotion principles?
  • Lessons from retail in Southeast Asia: How can you truly succeed with omni-channel?

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Simon Torring

Head of Innovation and Omni-Channel
Sephora

3:50 PM - 4:20 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:20 PM - 4:50 PM Adopting a Mobile-First Strategy for Your Always On, Always Connected Customers

Niamh Bryne, Head of Customer Experience APAC & EMEA, Citi
  • Building relevant and impactful mobile moments with your customers
  • Improving user experience and customer engagement on your mobile platforms
  • Monetising your mobile platforms: Turning service interactions into revenue-growth opportunities

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Niamh Bryne

Head of Customer Experience APAC & EMEA
Citi

4:50 PM - 5:20 PM Executing Integrated End-to-End Social Strategy that Resolves, Engages & Delights

Giovanni Tavani, Global Social Media Support Manager, Dell
  • Building an end-to-end social strategy structured around your customers
  • Creating meaningful content to drive impactful social interactions
  • Active listening strategies on social networks and forums

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Giovanni Tavani

Global Social Media Support Manager
Dell

2:25 PM - 2:55 PM Re-Engaging with Customers (and All Stakeholders) in the Context of Current Social & Technological Trends

Tyrone Almeida, Director of Marketing & Commercial Insights, ASEAN, The Coca-Cola Company
  • A broader definition of customers
  • How should you engage with each of them - source insights (understand them), mould perception (reach via right content and medium) and help drive to action (e.g. close a sale)

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Tyrone Almeida

Director of Marketing & Commercial Insights, ASEAN
The Coca-Cola Company

2:55 PM - 3:20 PM Structuring an Effective VOC Program

  • Accurately capturing and translating customer insights
  • Ensuring the relevancy of your VOC programs
  • How can you utilise VOC results to improve and drive outstanding CX?

3:20 PM - 3:50 PM Data to Insight to Action: Driving Exceptional B2B CX

David Oliver, Director of Client Insight, Aon Center for Innovation and Analytics (ACIA) Singapore
  • Managing a global NPS programme and linking it to commercial KPIs
  • Helping leaders to hear the Client Voice
  • How to turn customer feedback into powerful analytics which in turn, drive actionable strategies

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David Oliver

Director of Client Insight
Aon Center for Innovation and Analytics (ACIA) Singapore

3:50 PM - 4:20 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:20 PM - 4:50 PM Designing Your VOC Programs for Diverse Business Units & Customer Groups

Jacqueline Mundkur, Group Head Customer Service, The Future Group
  • One size does not fit all: Tailoring your VOC programs according to customer profiles
  • Deciphering, translating and operationalising customer feedback to improve CX
  • Measuring effectiveness with comparable segment and industry metrics

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Jacqueline Mundkur

Group Head Customer Service
The Future Group

4:50 PM - 5:20 PM Panel: Ensuring the Relevancy & Success of Your CX Measurement Programs

John Epok Pascual, Head of Customer Service Operations, Circles.Life Alok Bharadwaj, Senior Vice President, Canon Singapore Pte Ltd
  • NPS, CSAT, CES…how well are we capturing customer satisfaction and fulfilment rates?
  • Redesigning metrics to fit with customers’ interactions in an increasingly digital landscape
  • Benchmarking with competitors: How do you compare?

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John Epok Pascual

Head of Customer Service Operations
Circles.Life
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Alok Bharadwaj

Senior Vice President
Canon Singapore Pte Ltd
  • Integrating customer-centricity into operations and service delivery
  • Moving beyond process and operational improvement to service excellence
  • Ensuring long-term success by embedding culture and technology

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Dave Ong

Head of Passenger Service
SMRT
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Shafi Shaikh

EVP Customer Delivery, APAC
Mastercard
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Douglas Lim

Head of Customer Service & Logistics Operations
Midea Group

2:55 PM - 3:20 PM Revolutionising Customer Interactions with Chatbots

  • Exploring the operational benefits and opportunities of using chatbot to improve CX
  • Deciding how best to utilise chatbot according to customer intent, complexity of enquiry, customer demographics
  • Customer satisfaction: Managing the delicate balance of efficiency and human touch

3:20 PM - 3:50 PM Creating Frictionless, Smart & Effective Customer-Self-Service across Channels

Jonathan Hwa, Regional Head of Customer Experience, ZALORA Group
  • Narrowing the gap with live-service: Are they matching up to customers’ expectations?
  • Enabling smarter self-service and optimising user experience through intelligent routing, personalisation and more
  • Measuring customer satisfaction and resolution rates to drive continuous improvement

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Jonathan Hwa

Regional Head of Customer Experience
ZALORA Group

3:50 PM - 4:20 PM AFTERNOON TEA & NETWORKING BREAK

TECH CUBE DEMO @ EXHIBITION HALL

4:20 PM - 4:50 PM Building a High-Productivity, ServiceOriented Culture

Frank Yazdi, Head of Client Services Asia Pacific Operations, Societe Generale
  • Balancing robust operational KPIs with customer KPIs
  • Integrating CRM with operations
  • Instilling CX ownership and cultivating a company culture that celebrates the delivery of exceptional service

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Frank Yazdi

Head of Client Services Asia Pacific Operations
Societe Generale

4:50 PM - 5:20 PM Optimising Internal Customers Journey to Engage & Empower

  • Why employee experience equates customer experience
  • Reinforcing the value of exceptional CX and celebrating employees’ contribution to drive change
  • Giving employees a voice in your CX strategy and encouraging innovative service delivery

5:20 PM - 5:45 PM Winning in the Age of Experience: The Future of Customer Interactions & Engagement

Dominic Hoffmann, Chief Customer Experience Officer , Lazada Malaysia (Alibaba Group)
  • How to influence and win even more customers
  • Partnerships as a key strategy to meet and exceed customer expectations
  • Leveraging technologies to elevate customer interactions and experience

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Dominic Hoffmann

Chief Customer Experience Officer
Lazada Malaysia (Alibaba Group)

5:45 PM - 5:45 PM CHAIRMAN’S CLOSING REMARKS & END OF SUMMIT