This discussion explores strategies for breaking down data silos, personalising interactions across channels, and ensuring a smooth and delightful customer journey at every touchpoint. 

• Machine Learning Magic: Discover how AI algorithms can analyse vast amounts of data to uncover hidden patterns and personalise experiences beyond human capabilities 
• Ethical Considerations: Navigate the ethical landscape of data gathering and personalisation – ensure transparency, respect privacy, and build trust with your customers 
• The Human in the Loop: Don't let AI rule the roost – empower human agents with insights and tools to deliver the ultimate personalised touch when needed 

Katja Forbes

Head of Client Experience
Standard Chartered Bank

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Vivian Miao

Organizational Development Director - Global Customer Support Center
Trip.com

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Milind G

Principal AI Scientist
Mercedez Benz

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Louis Tan

General Manager, Customer Operations
Shell

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Unlike many government agencies, the Inland Revenue Authority of Singapore (IRAS) is known for its direct communication with citizens, making them a more approachable resource for tax information. This session explores the exciting potential of personalised citizen engagement on government platforms and the future of citizen engagement in Singapore. Mr. Tan will discuss how IRAS has cracked the code between convenience and privacy to build trust with taxpayers.  

• Discover how IRAS transformed citizen engagement on its communication platforms, making interactions smoother and more efficient 
• Learn how IRAS is navigating the delicate balance between offering personalised services whilst respecting taxpayer privacy 
• Explore strategies IRAS is implementing to build trust across touchpoints  

Raymond Tan

Assistant Commissioner, Taxpayer eXperience Division
Inland Revenue Authority of Singapore (IRAS)

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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!

Leveraging its global presence in over 80 countries and vast experience managing over 4.8 billion square feet of real estate, JLL Singapore champions a unique approach. They believe the key to exceptional customer experience lies in employee happiness and engagement. JLL argues that investing in employee experience delivers a higher return on investment than traditional cost-cutting measures in real estate. By prioritising employee well-being, JLL empowers its workforce to deliver superior service to stakeholders, creating a powerful link between employee experience and customer experience. 

• Learn how engaged employees lead to a better customer experience, driving business success 
• Hear about JLL's data-driven approach helps identify employee experience gaps and maximize the impact on customer experience  
• The evolution of employee experience delineating between on-stage and off-stage 

Nathan Sri

Executive Director of Work Dynamics Workplace Experience for APAC
JLL

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STB's push for self-check in aims to improve the tourism industry's efficiency, personalise the guest experience, and leverage data for better decision-making. Aligning with Singapore’s Smart Nation Initiative, implementing self-check in across hotels in Singapore promotes innovation and automation in the tourism sector. Self-check-in systems collect valuable guest data where STB sees as a valuable asset for the entire tourism industry. 

• Dive deep to the entire guest journey to understand guests needs, preferences and tailor the self-check in experiences  
• What worked and what didn’t – Analyzing different self-check in features to identify areas for improvement and using design principles to optimise the process for maximum user adoption 

Jue Lu

Chief eXperience Officer, Visitor Experience & User Experience Center of Excellence, Technology Transformation Group
Singapore Tourism Board

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This session delves into how to leverage review data to drive meaningful changes. Learn how to prioritise issues based on sentiment analysis, develop data-driven action plans, and effectively communicate improvements back to customers. 

• Benefits and drawbacks of customer reviews depending on the situation 
• Fake reviews, biased opinions, and potential for negativity to damage brand reputation 
• Using reviews to identify areas for improvement, and encouraging authentic reviews through incentives or clear guidelines 
• Moving beyond just reviews and creating a culture of open feedback 

Dr. Kartina Sury

Asia Regional Leadership Council
CXPA

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Teeraphol Ambhai

Head of Search Experience - Martech
Bumrungrad International Hospital

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Pascal Daniel

Head of Customer Success, APAC & Japan
Nokia

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Irene Lim

AVP Customer Relations
The Ascott Limited

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Priya Naidu

Customer Experience Lead
LeapFrog Investments

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

Winners will be announced at the Digital Marketing Asia on-floor theatre. Winners must be present to claim their prize!

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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Bridge the data-human gap and equip your team with AI tools to analyse customer data and gain deeper insights. This session will equip you to harness the combined power of human and artificial intelligence to create winning customer experiences. 

• How can companies leverage the strengths of both humans and AI to create a well-rounded customer experience? 
• Discuss how AI can handle data analysis, automation, and repetitive tasks, freeing up human representatives for more nuanced interactions 
• Will human judgment still be necessary in complex or unexpected situations? 
• What types of data are essential for training AI models used in customer experience applications (e.g., historical transactions, customer feedback, social media data)? 
• strategies for data integration and management to ensure AI has access to clean and comprehensive customer data 

Patricia Mulles

Director & Global Head of Partnerships
She Loves Data

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Daniel Chua

Associate Director, Customer Insights
Singtel

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Kirk Chua

Associate General Manager, Airport Operations Services
Changi Airport Group

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Sebastien Boisseau

Regional Digital Customer Engagement, Innovation, Business Transformation
Menarini Asia-Pacific

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