Dhiren Amin
Chief Customer Officer NTUC IncomeDhiren is a seasoned marketer with 20 years of marketing experience, with more than 8 years as CMO/CCO, across FMCG and Financial services, handling mixes in more than 12 different countries, and living in 4 of them in the last decade. He has led teams of more 100+ marketers and product development professionals for more than 8 years and has a proven track record of delivering revenue growth across sauces and insurance. He is credited to have launched more than 100 different new products and over 200+ campaigns, spanning Indonesia, China, India, Singapore, Thailand, South Africa and other Asian markets. Additionally he has been a judge at Campaign Global and Asia awards, Effie APAC, MMA Smarties APAC and Campaign Women for Change for more than 5 years. He currently sits on the board of MMA APAC and AAMS Singapore.
21 November 2024 | Main Conference Day 2
3:20 PM The Customer Empathy Engine: Leveraging Data to Create Emotional Connections
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
Check out the incredible speaker line-up to see who will be joining Dhiren.
Download The Latest Agenda
