26 - 28 September, 2018
Singapore

Media Center

Customer Experience Asia Summit 2017 Agenda

Rethink. Innovate. Deliver

Delivering great customer-experience (CX) is and will never be an easy task. Our customers are changing and it is imperative to stay ahead of the game. Transitioning into a customer-centric organisation in every aspect will be the winning key to increasing market shares and maintaining competitiveness. With that in mind, the summit this year will feature 60+ CX industry leaders taking the stage to share best-in-class CX strategies including demonstrating CX ROI, building a customer-first digital ecosystem, unfiying CX across the organisation, enhancing the brand expereince, structuring your VOC programs and more

 

PDF

CEM Asia Summit 2016 Awards Post Show Report

The 2016 Excellence in Customer Experience Asia Awards paid tribute to organisations and inspiring role models that led the way in providing exceptional customer service. In our second year, we received a record-breaking 85 entries across 7 awards categories. As customer expectations in the region continue to increase and evolve, Asia’s organisations are becoming more creative and attentive in their delivery of great customer experience. CEM Asia would like to thank the entrants for sharing their journey with us.

Customer Experience Predictions for 2017

Customer Experience Predictions for 2017 looks at how more established subjects such as omni-channel and emotional engagement will develop, and outlines the emergence of newer trends such as biometrics and phygital, and how they impact upon the industry. With Gartner predicting that by 2018 more than 50 per cent of organisations will implement significant business model changes in their efforts to improve CX, it’s important for the organisations shifting their focus to understand the changes affecting the market. Is your CX strategy optimised to cope with the biggest trends that will be affecting you in 2017? Download your complimentary copy of the report today to find out.

CEM registration form

Fast Track Your Attendance!

Want to fast track your registration to the CEM Asia Summit 2017? It's easy - just download, fill out this form and send it to enquiry@iqpc.com.sg or rani.kuppusamy@iqpc.com.sg


PDF

About Comarch Smart City

How do you reach a customer who has tons of applications on his or her phone and doesn’t know which one to use? How can you help your customer find the perfect offer at the right time? How can you guide tourists through a city so that they see the most interesting sites and leave with the best memories?

5 Data-Driven Tech Trends Shaping Customer Experience in 2017

5 Data-Driven Tech Trends Taking Customer Experience to the Next Level: 1. Mobile continues to intensify “micro-moments” 2. Artificial Intelligence creates an absolute 360-degree customer view 3. Chatbots act as a “self-serve” way to connect with customers immediately 4. The Internet of Things enables faster customer insights 5. Customer experience cloud suites prevail

Customer Experience Technology in Australia & New Zealand Market Research Report

Almost 80% of companies recognize that they are either only catching up or do not deliver yet a high customer experience. Is it much too loose? A smart CX approach definitely gives a competitive advantage. But how much? “Two third of the CX leaders businesses are performing above their industry average”, according to a Fifth Quadrant APAC research conducted in exclusively for Oracle. The researcher Firth Quadrant identified 4 differentiators of CX business leaders. • Achieving Above Average Organisational Performance • Focusing On Data To Drive Customer Centricity • Creating Emotional Connections With Customers • Implementing And Investing In Emerging Technologies

Customer Experience Technology in Australia & New Zealand Market Research Report

Almost 80% of companies recognize that they are either only catching up or do not deliver yet a high customer experience. Is it much too loose? A smart CX approach definitely gives a competitive advantage. But how much? “Two third of the CX leaders businesses are performing above their industry average”, according to a Fifth Quadrant APAC research conducted in exclusively for Oracle. The researcher Firth Quadrant identified 4 differentiators of CX business leaders. • Achieving Above Average Organisational Performance • Focusing On Data To Drive Customer Centricity • Creating Emotional Connections With Customers • Implementing And Investing In Emerging Technologies

Rethinking Your Approach To Customer Experience

Rethink. Unify. Innovate. Deliver. These four core pillars of the 5th Annual Customer Experience Management Asia Summit are integral to creating great customer experience. Ahead of Asia’s number one customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.

The Age of AI

Seemingly overnight, Artificial Intelligence (AI) has moved from a plot point in science fiction movies to a core technology for companies such as Google, Facebook, Baidu, Microsoft, and Amazon. But the idea of AI — of machines that can sense, classify, learn, reason, predict, and interact — has been around for decades. Today, the combination of massive and available datasets, inexpensive parallel computing, and advances in algorithms has made it possible for machines to function in ways that were previously unthinkable.

Customer Experience Asia Summit 2017 Floorplan

Customer Experience Asia Summit 2017 Floorplan

Infographics

Customer Experience is Heating Up: Staggering Stats For Your C-Suite

Customer experience is a vital part of most companies’ wider business and customer strategies. But when a great NPS score isn’t enough to convince the C-suite to make CX a priority, this infographic and its staggering stats will no doubt make them turn up the heat on customer experience.

Whats Wrong With Customer Service in Asia (and how to fix it)

Now that consumers have higher expectations than ever before, the pressure is on for companies in Asia to improve their customer service delivery. Worst of all, companies are regularly under-delivering, resulting in reputational damage and loss in revenue. How can this be fixed? Read on to find out.

Infographic: Creating Amazing Customer Experiences in Asia

Creating amazing customer experiences has never been more important in Asia, but why? In this exclusive infographic, the CEM Asia team examines the differences between customer behaviour in Asia compared to the rest of the world and what companies must do to enhance heir customer experience management and drive revenue.

Video

Everything starts with loyalty

Loyalty is the basis of interpersonal relationships built on positive emotions. Find out how to create strong loyalty linkage between customers and company. 

Uncovering the Customer Experience in Contact Centre

Customer Experience starts with your frontline employees. But how do you understand what they’re doing right and wrong when speaking to customers? Implement a CEM program into your contact centre. Watch this video to find out more.

Brian Solis- FROM CX + DCX = X

Customer Experience (CX) is one of the hottest buzzwords in business today. At the same time, the digital customer experience (DCX) is gaining momentum as one of the greatest areas of opportunity in business innovation. Together they equal the future of customer relationships and that’s where you come in. This is what Brian Solis, globally recognised as one of the most prominent thought-leaders and best-selling authors in innovation and digital transformation, calls “X’, The Experience When Business Meets Design. Also the title of his new book, Brian explores the importance of experiences and how to design them for customers, employees and human beings elsewhere.

Articles

10 Things You Absolutely Must Know About Customer Journey Mapping

Customer journey mapping is a useful technique to help identify shortcomings and chokepoints in your customer service, but unless it is conducted effectively and followed through, it risks becoming a misguided time-wasting initiative. Make sure your customer journey mapping initiative does not fall into this category with the following ten essential tips.

AI for CRM- A Field Guide to Everything You Need To Know

Artificial intelligence (AI) is the next major wave of innovation, driven by advances in computing power, the ability to store large volumes of data in the cloud at minimal cost, and easier access to advanced algorithms. And it will be more disruptive and powerful than any previous shift in technology. 

The New Customer Experience Demands an Opposite Approach to Digital Transformation

The digital customer represents a new breed of consumer. While traditional customers are also alive and well, digital customers are elusive, discerning, distracted and proudly narcissistic. To reach and engage these connected customers requires a relevant and informed approach that meets them on their terms, in their communities, in the right ways at the right time. This takes a significant investment in new strategy, technology, expertise and business models shaped and informed by data, insights and empathy.

Want to be the Worst at Customer Service At Least be the Worst CONSISTENTLY

Don’t you just hate poor customer service? If a company is consistently bad, at least you know what to expect, but when service levels are wildly different each time, you’re certain to be disappointed. Download this article by best-selling author Peter Shankman to read about the chaos this can cause for your customers.

The Global State of Customer Experience 2016

This in-depth report looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations.

Asia's Customer Experience Experts Reveal Their Secrets

Many companies struggle with delivering a consistent customer experience, meaning that despite the complexities, there are shared challenges and opportunities to learn from different industry verticals. To learn more about these shared challenges and tips to overcoming them, we speak to four of Asia’s leading customer experience experts including Shep Hyken, the World's No.1 Customer Service Guru.

Podcast with Frank Eliason

In this in-depth interview he shares that he should have paid more attention in psychology class. His thought is that in addition to paying attention to the customer’s experience, organisations should be paying attention to the employee’s experience.

PDF

CEM Asia Awards Brochure

As customer expectations in the region continue to increase and evolve, Asia’s organisations are becoming more creative and attentive in their delivery of great customer experience. Download 2017 CEM Asia Award Brochure to know more about the 2017 exclusive CEM Awards.

Customer Experience Management Asia Summit 2017 Shortlisted Entries

Download to view the Shortlisted Entries for CEM Asia Awards 2017!

PDF

CEM Asia Summit 2016 Post Show Report

The 4th CEM Asia Summit was a huge success and our best show yet! The event has witnessed year-on-year growth and we are honoured to be the definitive platform for you to network, benchmark and learn as you continue your organisation’s journey towards greater customer-centricity.

Download this Post Show Report to learn more about what went on at CEM Asia Summit 2016.

The Customer Experience Buyer's Guide 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. 

There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a CX programme can be created and managed in-house, no company can be a jack-of-all-trades. 

To really grow the programme and continuously update it to keep up with changing customer needs and expectations you need to create a business plan for investment internally and partner with external experts to help you achieve your goals. 

The Customer Experience Buyer’s Guide 2017 helps you with this process by providing guidance, experiences and insights from industry experts from the likes of Forrester, Disney, Virgin Atlantic, Thomas Cook, Levi Strauss & Co, and many more to help you gain the most value from working with a vendor partner. 

Download your copy today.

CEM Asia Summit 2017 Profiling Report

Companies across Asia have now put customer experience (CX) at the top of their boardroom agenda. The interesting question to ask is this: how are they mapping and executing their CX strategy? To discover what these companies have planned in the short to mid-term, we have conducted a survey with CX leaders across Asia. This report will offer insights on key CX priorities, the hottest investment areas and highlight some of the challenges faced by the region's leading companies.

Sponsorship Information

Customer Experience Asia 2017 Sponsorship Prospectus

THE AGE OF THE CUSTOMER IS HERE. The concept that the customer is king has long been accepted. The real question Asia's CX leaders are asking is, how can they better meet the increasingly demanding expectations of their customers in a rapidly developing & connected world? Customers today are faced with more choices. They demand instant gratification and what used to be gold standard in building customer loyalty, engagement and satisfaction, is fast becoming obsolete. Those that can transition into customer centric organizations will reap the benefits & continue to grow their share of the market. This is where you come in... Get in touch with us today to find out more

PDF

Letter to the Boss

Need help getting approval to attend?

We appreciate that time out of the office can be difficult to justify, especially with the constant pressures of return on investment and time. This is why we have put together this short letter for you to use in your internal decision-making process, if needed. Hope it's useful.