ASIA'S PREMIER CUSTOMER & MARKETING LEADERS EVENT
19 - 20 March, 2025
| One Farrer Hotel, Singapore
Chief Customer & Marketing Leaders Day 1 - Wednesday, 19 March 2025
The Customer Show Asia - Combined Plenary Sessions
The opening sessions for Chief Customer & Marketing Leaders are combined with Future Branches and Stores. Happening at The Customer Show Asia, we look to best practices and innovative discussions on taking important industry conversations to the next level.
8:00 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 8:55 am
Welcome Address by Customer Show Asia 2025
8:55 am - 9:00 am
Opening Remarks by Conference Chairperson
9:00 am - 9:40 am
C-Suite Panel Discussion: Unified Front: Top Level Strategies for the Future Branches and Stores Experience
Low Ngai Yuen -
Chief Merchandise & Marketing Officer,
AEON Group Malaysia
Anil Konidena - CEO & Head of South East Asia, Landmark Group
- Explore strategies for ensuring that customers experience a consistent and integrated journey across both digital and physical channels.
- Importance of touchpoints such as mobile apps, in-store kiosks, and online platforms that work together to provide a unified experience.
- Emerging technologies, such as augmented reality (AR), virtual reality (VR), and the Internet of Things (IoT).
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:40 am
Meeting the Needs of Banking Customers Beyond Banking Services
Chan Cheong Siew -
Group Chief Strategy & Transformation Officer,
Maybank
Maybank, renowned for its strong regional presence in Southeast Asia, excels in delivering a seamless customer experience through a well-integrated blend of digital and physical channels. Key touchpoints, such as ATM withdrawals, branch visits, and customer service interactions, are consistently designed to be efficient and satisfying, both in-person and through their user-friendly digital platforms. This focus on seamless experiences is a key reason why Maybank's case study sharing is valuable for businesses seeking to enhance their own customer interactions.
• The importance of mapping the customer journey across both digital and physical channels.
• Tools and methodologies, such as customer personas and journey mapping, to identify key touchpoints.
• Address the necessity of training branch staff to effectively utilise digital tools while maintaining a personal touch in physical interactions.
• Technologies in facilitating real-time customer engagement and provide personalised offers.
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 - 11:30 am
Morning Break & Refreshments
Driving Profitable Growth as a Business
11:30 am - 11:35 am
Welcome Address by Chief Customer & Marketing Leaders
11:40 am - 12:10 pm
Presentation: Crafting Business Growth Strategies Aligned with Customer Needs
Jason Huan -
Chief Marketing Officer,
Endowus
• Identifying and prioritising customer needs: Understanding your target market's pain points, desires, and preferences.
• Aligning business strategy with customer needs: Developing a growth strategy that directly addresses customer needs and creates value.
• Leveraging customer insights for innovation: Using customer feedback to drive product development, marketing, and customer service initiatives.
12:10 pm - 12:40 pm
Industry Thought Leadership
12:40 pm - 1:10 pm
Case Study: Moving from Transactional to Transformative: Redefining Customer Relationships
Bipasha Minocha -
Group Chief Marketing Officer,
EtonHouse International Education Group
• Leveraging a Strategic Blend of Technology and Human Touch: How EtonHouse is transforming interactions to deliver hyper-personalized experiences tailored to the unique context of each stakeholder.
• Creating Meaningful and Trustworthy Relationships with Families: Strategies to delight families and build trust, increasing lifetime value through a seamless, connected journey across multiple touch points.
• Shifting from Transactions to Relationships: Evolving organisational behaviour to move beyond transactional interactions and foster long-term, meaningful relationships.
1:10 pm - 2:10 pm
Networking Lunch Break
Interactive Discussion Group (2 rounds of 50-minutes)
Structured to maximise audience interaction and participation, our specially curated Interactive Discussion Groups (IDGs) focus on different challenges. Each session allows you to zone-in on the topics that matter most to you, providing an opportunity for you to not only learn from your peers first-hand but share actively as well.
2:10 pm - 3:50 pm
Roundtable A: The Growing Trend of Sustainability & Customer Experience
2:10 pm - 3:50 pm
Roundtable B: Measuring & Optimising Customer Lifetime Value
2:10 pm - 3:50 pm
Roundtable C: The Future of Customer Loyalty: Building Lasting Relationships
Balakrishna Mekala -
Director – Healthcare Enterprise Service & Digital Solutions,
GE Healtchcare
Balakrishna Mekala
Director – Healthcare Enterprise Service & Digital SolutionsGE Healtchcare
Customer Advocacy as Top Priority
3:50 pm - 4:30 pm
Afternoon Break & Refreshments
4:30 pm - 5:00 pm
Fireside Chat: Journey to the Center of the Customer: Mapping the New Frontier
Ricky Chau -
Chief Strategy & Customer Officer,
CBC Tech
Venkatesh Bhardwaj - Chief Technology Officer – Customer Experience, MakeMyTrip
Dato' Akmal Arief Fauzi - Deputy Group CEO, National Heart Institute
• How customer expectations have evolved in the digital age and the importance of journey mapping in identifying these expectations.
• Personalising CX through customer data and insights to customise marketing messages.
• Optimising the customer lifecycle by continuously improving the customer experience at every stage.
5:00 pm - 5:30 pm
Presentation: From Boomers to Gen Z: Tailoring Marketing Strategies for Maximum Impact
Anupong Tasaduak -
Chief Commercial Officer,
NocNoc
• The distinct values and preferences of different generations, from Baby Boomers to Gen Z.
• Aligning marketing messages with the unique characteristics of each demographic group.
• Content is King – creating engaging and valuable content in bite-sized formats.
• Strategies for brands to foster authentic connections with consumers, such as user-generated content, storytelling, and community engagement, to build trust and loyalty across different age groups.
