Hear from LinkedIn’s Top Voice for Artificial Intelligence as she dives into the hottest global trends in CX powered by AI. Discover where the future is headed and how to "future-proof" your approach. Learn how AI can become your secret weapon to craft mind-blowing customer experiences that keep you ahead of the curve. Don't miss this chance to thrive in the age of the AI tsunami!



• AI Revolution: customer experience will never be the same
• Showstopping global innovation in CX: where the world is going
• Future-proofing CX: Where will we supplement future sapiens experiences and how do we stay ahead?
• Shift from AI scepticism into getting on board with this unstoppable innovation

Dominique Rose Van-Winther

Chief AI Evangelist, Chief Executive Officer
Final Upgrade AI

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In the age where customer experience (CX) differentiates market leaders from the rest, mastering the art and science of CX has become essential. As businesses strive to stay competitive in a rapidly evolving market, we’ll reveal what consumers want from companies across Asia Pacific, provide practical applications, the strategies and tools required to transform customer interactions into impactful experiences that drive loyalty and growth.

This session is tailored for CX Leaders and Professionals eager to stay ahead of consumer trends, and mature their company’s customer experience (CX) programs by harnessing the power of omnichannel insights, advanced AI technologies, and taking action to drive value.

This session is designed to enable you to:

• Understand the key trends impacting how customers across Asia Pacific are interacting with brands
• Enable you to prioritize the most impactful strategies to implement in your CX practice and across your organization
• Learn practical ways to increase you & your teams productivity and efficiency leveraging AI automations and technological advancement

Eleanor O'Dwyer-Duggan

Head of Customer Experience & Research Strategy SEA & India
Qualtrics

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Everyone talks about being data-driven—but is data all we need? We want to meet our customers’ needs in precise, personalised ways and chart our company forward on data-backed decisions only. Yet, have we stopped to consider the shortcomings and pitfalls of data/metrics? With lessons from ZALORA, I'll reveal the hidden dangers and barriers I've encountered with data and product analytics.

Joy Yuen

Senior Product Analyst, Growth, Analytics & Experimentation
Zalora

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Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! 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 Conference.

Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!

• How can micro-segmentation help companies identify and prioritise loyal customer segments? 
• Effective strategies for designing targeted loyalty programs based on micro-segment insights 
• How can micro-segmentation be used to predict customer churn and implement retention strategies for at-risk segments? 
• Challenges and ethical considerations when personalising loyalty programs based on micro-segmentation 
• Bridging the gap between digital natives and digital adopters 

Katja Forbes

Head of Client Experience
Standard Chartered Bank

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Manpreet Singh

Senior Managing Director & Group Head - Customer Experience Management
CIMB

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Ricky Chau

Chief Strategy & Customer Officer
CBC Tech

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Amit Thard

Director of Omnichannel Strategy
GE Healthcare

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Yash Sheth

Head of Customer Lifecycle Strategy – GoFood
Gojek

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In the rapidly evolving landscape of customer experience (CX), artificial intelligence (AI) is emerging as a game-changer. This cutting-edge technology is redefining how organisations interact with their customers at every touchpoint, from initial engagement to post-contact support. By leveraging AI, organisations can predict customer needs, automate routine tasks, and provide real-time assistance, ensuring a seamless, more personalised customer journey while delivering significant operational efficiencies. 

Join Martin Taylor, Deputy CEO and Co-Founder of Content Guru, as he explains how AI not only enhances efficiency, but also fosters deeper, more meaningful connections with customers, setting a new standard for excellence in CX. 

Martin Taylor

Deputy CEO
Content Guru

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Bumrungrad International Hospital received Best Hospital of the Year Thailand 2022 and Most Emerging Company in Healthcare, and more reputably, a winner of 5 different awards in the CX Asia Excellence Awards 2023. Unveiling their award-winning approach to patient experience, we'll take you on a deep dive into how Bumrungrad meticulously maps the patient journey, from initial touchpoints to post-treatment care. 

• The key stages of the patient journey and how Bumrungrad optimises each one 
• Leveraging data and customer insights to personalise the patient experience 
• Strategies for building a culture of patient-centricity within your organisation 
• Real-world examples of how Bumrungrad has designed exceptional experiences at every touchpoint 

Teeraphol Ambhai

Head of Search Experience - Martech
Bumrungrad International Hospital

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Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!

Meet Us at the Digital Marketing Asia Theatre! Winners must be present to claim their prize!

Imagine using data to pinpoint customer pain points and then redesigning touchpoints to address them, ultimately leading to a more satisfying customer experience. This topic discusses extracting valuable customer insights from data to create big changes. 

• Collecting the right customer data to support micro-segmentation  
• Strategies for analysing large datasets from various sources to extract actionable micro-insights  
• Strategies for empowering marketing, sales, and customer service teams to leverage micro-segment insights for effective customer interactions 

Anila Frederiks

Head of Customer Service Operations
Telstra

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Clarie Kwa

SVP, Regional Bancassurance Strategy and Transformation
DBS Bank

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Su Ling Tan

Head of Customer Experience
EMTR

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NTUC Income is the only insurance co-operative in Singapore, and is recognised as a national icon, built on strong and sound business principles. NTUC Income has become Singapore's leading composite insurer offering life, health, general insurance and investment-linked products with total assets of about S$43 billion as at end of 2023. This session dives into NTUC Income’s concept of the "Customer Empathy Engine" – using data to understand customer emotions and create deeper connections. Discover how to:

· Explore the role of sentiment analysis, social media listening, and customer feedback in capturing emotional cues.

· Customer journey mapping in identifying emotional touchpoints throughout the customer interaction.

· Tailoring content, offers, and communication to resonate with customer feelings and needs. 

· Metrics beyond traditional satisfaction scores that capture the emotional impact of CX.

Dhiren Amin

Chief Customer Officer
NTUC Income

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Valid Entry Requirements 

CX Excellence Awards 2024 is only open to participants who have purchased an Awards Dinner ticket. This is separate from the CX Asia Week delegate ticket.

CX Asia Excellence Awards Ceremony Venue:

Ballroom 1 (Level 3)

Amara Hotel, Singapore

165 Tanjong Pagar Rd, Singapore 088539 

Awards Dinner Timings and Registration 

Dinner Date: 20 November 2024 (Wednesday) 

Registration & Cocktail: 1730 – 1830 hours

Awards Ceremony: From 1830 hours to 2200 hours

Registration begins at 1730hrs, and doors will open at 1825hrs sharp – please be registered before doors open. 

Theme: Superheroes  

Guests are strongly encouraged to dress according to the theme and stand a chance to win exciting prizes! 🦸🦸‍♀️