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 2 - Wednesday, 27 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
Customer's demand for phygital experiences continues to rise. The growing phygital experience is becoming a powerful force in delivering convenient and relevant experiences. The future is phygital, and it is up to brands to blur the line and provide great experiences.
The Rise of Phygital Experience
9:10 am - 9:50 am
Panel Discussion: Mapping Critical Success Factors for Effective Phygital Strategies
Katja Forbes -
Head of Client Experience,
Standard Chartered Bank
Guillermo Arbeiza - Chief Customer Officer, .
Vineet Sharma - Chief Operations Officer, Pizza Hut Asia Pacific, Pizza Hut
Neeta Lachmandas - Founder, Conscious Service
- Discussing the role of innovative technologies in phygital experience success, including the use of augmented reality, virtual reality, and location-based services
- Exploring different use cases for these technologies in enhancing phygital experience, such as in-store navigation and product visualisation
- Considering the challenges of integrating these technologies into existing customer transformation strategies and how to overcome them
9:50 am - 10:20 am
Personalisation Paradigm: Unveiling the Blueprint of Data-driven Hyper-Personalisation
Clara Lee -
Chief of Practice, Data Science,
NUS-ISS
- Understand insights on customer behaviour in the current marketplace and the demand for advanced personalisation
- Explore diverse types of data creation, technologies and techniques used to shape personalised experiences
- Identify and develop essential skillsets in your workforce to navigate the next era of personalised interactions
10:20 am - 10:40 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.
10:40 am - 11:10 am
Morning Break & Refreshments
Customer interactions is a vital aspect of any successful business. Customers expect instant and personalised responses as such businesses needs to adopt effective strategies to elevate engagement efforts.
Game Changing Innovation for Real-Time Customer Interactions
11:10 am - 12:00 pm
C-Suite Panel Discussion: Harnessing Data-Driven Personalisation for Real-Time Customer Interactions
Katja Forbes -
Head of Client Experience,
Standard Chartered Bank
Sok Hoon Koo - Marketing Communications Director, Asia, The Travel Corporation
Darko Popovic - Chief Operations Officer, Multitude Bank
Sebastien Boisseau - Regional Head Customer Engagement, Digital Marketing & Innovation | APAC, Menarini Asia-Pacific
- Discussing the importance of data-driven personalisation for delivering real-time customer interactions
- Exploring different data sources and analytics techniques that can be used to personalise customer interactions
- Considering the ethical implications of data-driven personalisation and how to balance personalisation with privacy concerns
Sebastien Boisseau
Regional Head Customer Engagement, Digital Marketing & Innovation | APACMenarini Asia-Pacific
12:00 pm - 12:40 pm
Leveraging Generative AI for Enterprise-wise Transformation
Abhishek Rathi -
International Head of Wellness & Digital Worksites, Chubb Overseas General,
Chubb
- Discussing the importance of artificial intelligence for gaining insights across the enterprise
- Exploring the use of artificial intelligence strategies and tools, in different functions of the organisations
- Considering the challenges of scaling artificial intelligence across the enterprise and how to overcome them
Abhishek Rathi
International Head of Wellness & Digital Worksites, Chubb Overseas GeneralChubb
12:40 pm - 1:40 pm
Lunch & Networking Break
1:40 pm - 3:20 pm
Roundtable A: Effective CX Personalisation Strategies through Digital Transformation
Anjali Kalia -
Assistant Vice President – Digital Excellence,
IHH Healthcare
1:40 pm - 3:20 pm
Roundtable E:Persona Building: Targeting Customers and Segments with Precision
Denise Tan -
Marketing Director,
MHC Asia Group
1:40 pm - 3:20 pm
Roundtable E:Approaching AI-Driven Innovation to Transform Customer Experience
Abhishek Rathi -
International Head of Wellness & Digital Worksites, Chubb Overseas General,
Chubb
Abhishek Rathi
International Head of Wellness & Digital Worksites, Chubb Overseas GeneralChubb
Members of Generation Z have surpassed Baby Boomers in the workforce and are having a greater impact in the marketplace. Diversity is what the Gen Z will bring to the table and it’s crucial for businesses to discussions on marketing tactics, tech fluency, and Gen Z's role in customer transformation initiatives.
The Rise of Gen Z
3:20 pm - 3:50 pm
Afternoon Break & Refreshments
3:50 pm - 4:20 pm
Fireside Chat:Anticipating Future Customer Expectations: Adapting Omnichannel Strategies for Tomorrow's Consumers
Nikolaus Ong -
Chief Operating Officer,
Como Club (A COMO Group Co.)
Anjali Kalia - Assistant Vice President – Digital Excellence, IHH Healthcare
- Highlight the significance of adopting agile methodologies and staying adaptable to rapidly changing consumer behaviours
- Exploring different design techniques and tools to update customer journey mapping and user testing
- Examine the importance of seamless integration among various platforms to create consistent and cohesive experiences across channels
4:20 pm - 4:50 pm
Fireside Chat: Tailoring Marketing and Customer Strategies to Evolving Gen Z Customer Needs – Does Conscious Consumerism Take Centre-Stage?
Jackson Ng -
Chief Operating Officer and Chief Technology Officer,
Azimut Asset Management
Katja Forbes - Head of Client Experience, Standard Chartered Bank
- Discussing the unique challenges and opportunities of marketing to Generation Z, including the importance of authenticity and social media
- Exploring different marketing tactics and channels that resonate with Gen Z, including influencer marketing and user-generated content
- Considering the importance of personalised and interactive experiences for engaging Gen Z customers
