A gathering of internal champions and enterprise leaders driving change needed for customer transformation
March 26 - 27, 2024 |Grand Copthorne Waterfront Hotel, Singapore
Main Conference Day 1 - Tuesday, 26 March 2024
8:00 am - 9:00 am
Morning Refreshments & Registration
9:00 am - 9:05 am
Welcome & Housekeeping Address
9:05 am - 9:10 am
Opening Remarks by Chairperson
Neeta Lachmandas -
Founder,
Conscious Service
Digital Transformation in a High-Tech World
9:10 am - 9:50 am
Fireside Chat: Building a Strong Culture for Successful Digital and Customer Transformation
Neeta Lachmandas -
Founder,
Conscious Service
Raymond Tan - Assistant Commissioner, Taxpayer eXperience Division, Inland Revenue Authority of Singapore (IRAS)
Gursimran Singh - Head of Strategy, PHD Media
- Discussing the importance of creating a digital culture within organisations to drive successful transformation
- Considering the challenges of change management and how to overcome them
- Exploring ways in which leaders can foster a digital mindset, and create a culture of innovation and agility
Raymond Tan
Assistant Commissioner, Taxpayer eXperience DivisionInland Revenue Authority of Singapore (IRAS)
9:50 am - 10:20 am
Fostering Collaboration and Agility for Customer-Centric Innovation
Khachig Kabakjian -
Global Chapter Head, Real-Time Engagement,
Standard Chartered Bank
- Discussing the importance of collaboration and agility in driving game-changing innovation for real-time customer engagement
- Exploring different collaborative techniques and tools, including cross-functional teams and agile methodologies
- Considering the challenges of organisational change and how to foster a culture of innovation and agility
10:20 am - 10:40 am
Industry Benchmarking & Polling Session
10:40 am - 11:00 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the event! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the event.
11:00 am - 11:40 am
Morning Break & Refreshments
Technology's evolution has led companies to embrace data-driven approaches. It is important to address the challenges of implementing these models and glimpse into the promising future of data-driven business strategies.
Data – Connecting the Dots Enterprise-Wide
11:40 am - 12:20 pm
C-Suite Panel Discussion: Collaborating Across the Enterprise through Data Connectivity
Lionel Chok -
Chief Metaverse Officer,
WorldX
Ricky Chau - Chief Strategy & Customer Officer, CBC Tech
David Tay - Chief Information Officer, Asia,, Lendlease
Eric Wong - Group Chief Data & Strategy Officer (GCDSO), National Healthcare Group, Singapore
- Discussing the importance of collaboration for leveraging data connectivity across the enterprise
- Exploring different collaborative techniques and tools, including agile methodologies and cross-functional teams
- Considering the challenges of collaboration across different departments and how to overcome them
12:20 pm - 1:00 pm
CMO Council Panel Discussion: Creating the Customer-Intuitive Enterprise (CIE) – Using Richer CX Insight to Scale Integration, Transaction and Satisfaction
Sophia Augustina -
Global Demand Strategy Lead,
IBM
Nikki Taylor - Director Marketing Growth Strategy Asia Pacific, UPS
Sushmita Mohapatra - Head of Retention & Conversion, EUDTC, Reckitt
Dhiren Amin - Chief Customer Officer, NTUC Income
’Consumers have stated that a single negative experience with a brand can alter the decision to do business with a company. According to a Harris Interactive poll of over 2,000 adult consumers, 80 percent of consumers will never go back to an organisation after a negative experience.’
- Understanding how Chief marketers can lead the way to defining, driving and delivering on the promise of a “Customer-Intuitive Enterprise”
- Revitalising sagging loyalty and retention numbers and drive top line growth through deeper, more meaningful engagements with customers across all touch points
- Upgrading customer interactions to foster lasting and profitable relationships
1:00 pm - 2:00 pm
Lunch Break & Refreshments
Customer-centric Enterprise-Wide Transformation
Structured to maximise audience interaction and participation, our specially curated Interactive Discussion Groups (IDGs) focuses on different industry challenges. Each session allows you to zone-in and focus on the topics that matters most to you, providing an opportunity for you to not only learn from your peers first-hand but share your challenges actively as well.
2:00 pm - 3:40 pm
Roundtable A: Bridging Cross-Functional Collaboration – Best Practices
Wei Jie Kwan -
Head, Customer Experience Transformation,
Thomson Medical Singapore
2:00 pm - 3:40 pm
Roundtable B: Cultivating a Customer-Centric Culture within the Organisation
Azlan Sani Md Morshid -
Head Strategy & Transformation TGBS,
Tenaga Nasional Berhad GBS
2:00 pm - 3:40 pm
Roundtable C: Exploring the true value of an Experience Orchestration Platform for CX
Louis Teoh -
Regional Director, Commercial Operations,
Genesys APAC
3:40 pm - 4:10 pm
Afternoon Break & Refreshments
4:10 pm - 4:40 pm
Utilising Multiple Channels Effectively in Future Customers’ Outreach Across Generations
Gursimran Singh -
Head of Strategy,
PHD Media
- Exploring tailored approaches for reaching different age groups, considering the unique preferences and communication styles across generations
- Discussing the potential of incorporating technologies across channels to captivate diverse audiences
- Leveraging analytics to refine and optimise outreach strategies over time, ensuring continuous improvement and adaptation
4:40 pm - 5:10 pm
Building an Effortless Customer Experience through Successful Digital Transformation
Darko Popovic -
Chief Operations Officer,
Multitude Bank
- Defining transformation goals aligned with business objectives and map all customer touchpoints
- Establishing teams with clear responsibilities for each touchpoint and set measurable goals
- Using data and feedback for ongoing improvements, fostering a customer-centric culture
