Asia’s #1 Event For All Industry Leaders Impacting
Their Customer Journeys’ Lifecycle & Ecosystem
19 - 20 March, 2025
| One Farrer Hotel, Singapore
Customer Service Excellence Theatre - Wednesday, 19 March 2025
1:10 pm - 1:20 pm
Welcome & Housekeeping Address
1:20 pm - 2:00 pm
Fireside Chat: Leveraging Disruptive Technology for Customer Service Excellence while Maintaining a Human Touch
Balakrishna Mekala -
Director – Healthcare Enterprise Service & Digital Solutions,
GE Healtchcare
Shane Hoedt - Customer Service Lead, Halliburton
Sebastien Boisseau - Regional Digital Customer Engagement, Innovation, Business Transformation, Menarini Asia-Pacific
• Learning the benefits of disruptive technology in enhancing customer service.
• Implementing technology in customer service operations while maintaining a human touch.
• Measuring the success of technology-enabled customer service initiatives.
Balakrishna Mekala
Director – Healthcare Enterprise Service & Digital SolutionsGE Healtchcare
Sebastien Boisseau
Regional Digital Customer Engagement, Innovation, Business TransformationMenarini Asia-Pacific
2:00 pm - 2:40 pm
Fireside Chat: Measuring and Improving Customer Service Performance
Praveen Tiwari -
Vice President (Head - Customer Service),
AVI Renewable Energy
Jiahao Yee - SEA Customer Journey Partner, Maersk
David Chung - General Manager – Marketing and Customer Relationship, Trans Eurokars Pte Ltd - Mazda
• Understanding the key metrics for measuring customer service performance, including CSAT, NPS, and churn rates.
• Using customer feedback to improve service performance, including implementing a customer feedback loop and measuring the ROI of customer service initiatives.
• Appling best practices for continuously improving customer service performance.
David Chung
General Manager – Marketing and Customer RelationshipTrans Eurokars Pte Ltd - Mazda
2:40 pm - 3:10 pm
Networking Break
3:10 pm - 3:50 pm
Fireside Chat: Creating Customer Delight through Data-Driven Services and Processes
Melvin Lin -
Head of Marketing and Communications for Singapore,
CBRE Singapore
• Driving personalised experiences and anticipating customer needs through data-driven insights
• Optimising processes and streamlining operations for efficient and seamless service delivery
• Turning customer data into delight for enhanced customer satisfaction
3:50 pm - 4:20 pm
Presentation: Building Customer Loyalty & Engagement in a Competitive Landscape
Ze Ming Chan -
Head, Growth Innovation,
Foodpanda
• Identifying customer pain points to create a personalised experience
• The role of digital tools and data analytics in building strong customer relationships and improving engagement
• Strategies for delivering exceptional customer service and creating lasting impressions that foster loyalty
