22 - 25 September 2020 | Sands Expo & Convention Centre, Singapore
Conference Day One | 3 March
8:00 am - 8:45 am
Registration & Coffee & Tea
8:45 am - 9:00 am
Chairman’s Welcome Remarks
9:00 am - 10:00 am
CXO PANEL: Delivering Impactful Business Performance and Purpose through Integrated Customer and Brand Experiences
Sunil Pamnani -
Asia Head of CX Solutions Sales & Strategy,
Qualtrics
Theng Kiat Goh - Chief Customer Officer, Prudential Assurance Company Singapore
· Making strategic investments in people, process and technology to close experience gaps and achieve breakthroughs
· Leveraging the right technologies and channels to offer service and experience where it matters
· Navigating a market of “one”: Rethinking customer experience for competitive differentiation and financial profitability
10:00 am - 10:30 am
Evolving Proactive AI and Bringing Humanity Back to Digital Business and Customer Engagement
Sandra Schroeter -
International Head, Customer Engagement Technologies,
LogMeIn
· Moving customer service and engagement from reactive to proactive
· Creating experiences that deliver meaningful, personalised and relevant interactions
· Using new rules of AI to leap ahead on business innovation and profitability
10:30 am - 11:15 am
Speed Networking & Morning Refreshment Break
CX FOR FINANCIAL SERVICES
11:15 am - 11:45 am Strengthening the Business Case for Customer Experience in an Experience-Led Economy· The good, the bad and the ugly: Why do we often get customer experience wrong and what is on the horizon?
· The end of good enough: Is it ultimately technology that disrupts industries?
· Show me the money: What are the financial and long-term benefits of getting customer experience right?
CX FOR FINANCIAL SERVICES
11:45 am - 12:15 pm High-Tech, High-Touch: Humanising Customer Experience in a Digital Era Mary Jane Valero - First Vice President, Head of Customer Experience, Philippine Savings Bank· Taking a human-centred design approach to deliver personalised digital experience
· Perfecting the art of service culture to boost customer satisfaction and inspire loyalty
· Enabling creativity and community in customer interactions
CX FOR FINANCIAL SERVICES
12:15 pm - 12:45 pm Powering a Digital-First Omni-Channel Experience to Amplify the Customer Journey· Building a single and seamless ecosystem for effortless customer interaction
· Enabling an enriched cross-channel experience for customer delight and revenue growth
· Successful approaches to going digital and omni-channel transformation
CX FOR FINANCIAL SERVICES
12:45 pm - 2:00 pm Networking LunchCX FOR FINANCIAL SERVICES
2:00 pm - 3:30 pm Roundtable 1: In The Era Of AI And 5G, How Have Intelligent Messaging And Targeted Communications Evolved To Improve User Experience Shaun Ching 郑玉珊 - Head of Customer Strategy and Planning, AIA China
CX FOR FINANCIAL SERVICES
12:00 pm - 1:30 pm Roundtable 2: Personalising Products and Services across Customer Segments Steven Purnama - CRM, Telesales & Digital Marketing Division Head, PT. Bussan Auto Finance
CX FOR FINANCIAL SERVICES
2:00 pm - 3:30 pm Roundtable 3: Boosting Customer Success with a Digital-First Strategy Rafizatulazwa Rahman - Head of Customer Experience & Engagement - eChannel, Etiqa Life Insurance Berhad
Rafizatulazwa Rahman
Head of Customer Experience & Engagement - eChannelEtiqa Life Insurance Berhad
CX FOR FINANCIAL SERVICES
2:00 pm - 3:30 pm Roundtable 4: Impact of Fintech Revolution on Customer ExperienceCX FOR FINANCIAL SERVICES
3:30 pm - 4:15 pm Afternoon Refreshment BreakCX FOR FINANCIAL SERVICES
4:15 pm - 4:45 pm Promoting Digital Channel Migration and Ensuring Cross-Channel Effectiveness Kelly Lau - Executive Director, Regional Head of Institutional Banking Operations, DBS Bank· Reshaping channel strategies around customers and providing consistent experience
· Leveraging customer behavior analysis to design service journeys with clearly defined digital migration points
· Analysing customer utilisation and preferences to successfully integrate digital channels
CX FOR FINANCIAL SERVICES
4:45 pm - 5:15 pm The Power of Customer Analytics in Enhancing Operational Efficiency and Business Margins· Knowing your customer to develop meaningful and profitable relationships
· Accessing and blending structured and unstructured data to get a unified view of the customer
· Understanding the possibilities and potential of analytics in financial services
CX FOR FINANCIAL SERVICES
5:15 pm - 5:45 pm Leveraging Customer Insights to Personalise Interactions in Microfinancing Landscape Kaspar Situmorang - Executive Vice President Digital, PT Bank Rakyat Indonesia• Embracing hyper personalisation as the new normal
• Having consistent insights-driven personalisation embedded into all channels
• Upscaling frontline customer engagement with newfound understanding to unlock new revenue streams
CX FOR FINANCIAL SERVICES
5:45 pm - 5:50 pm Chairman’s Closing Remarks followed by Networking Cocktail ReceptionCX FOR TELECOMMUNICATIONS
11:15 am - 11:45 am From Network to Digital Service Provider: Architecting Digital Transformation for Next Generation Customers· Charting the roadmap for successful digital-and-analytics transformation, investments and priorities
· Adopting agile methodologies in your business operating model and organisational DNA
· Rethinking device management to upscale service offerings and delivery
CX FOR TELECOMMUNICATIONS
12:15 pm - 12:45 pm Building a Future-Ready Digital Ecosystem to Drive Value-Added Products, Services and Customer Interactions Nathan Bell - Chief Digital Officer, M1• Strengthening digital capabilities for exceptional customer engagement and service delivery
• Harnessing next frontier of technologies for greater customer understanding and to align business strategies
• Future-proofing through constant innovation and the pursuit of value-adding digital partnerships
CX FOR TELECOMMUNICATIONS
12:45 pm - 2:00 pm Networking LunchCX FOR TELECOMMUNICATIONS
2:00 pm - 3:30 pm Roundtable 5: Exploring Revenue Opportunities through OTT PartnershipsCX FOR TELECOMMUNICATIONS
2:00 pm - 3:30 pm Roundtable 6: Customising Bundles and Add-ons to Attract, Retain and ConvertCX FOR TELECOMMUNICATIONS
2:00 pm - 3:30 pm Roundtable 7: Mastering Social Customer Engagement and InteractionsCX FOR TELECOMMUNICATIONS
2:00 pm - 3:30 pm Roundtable 8: Creating a Seamless Billing Experience for CustomersCX FOR TELECOMMUNICATIONS
3:30 pm - 4:15 pm Afternoon Refreshment BreakCX FOR TELECOMMUNICATIONS
4:15 pm - 4:45 pm Personalising Digital Experiences with Customer Journey Mapping Sandra de Zoysa - Group Chief Customer Officer, Dialog Axiata• How journey maps can bring visibility on areas of improvement across touchpoints
• Prioritising customer segments and creating service design maps for optimal engagement
• Decoding journey science in telecommunications and taking customer experience to the next level
CX FOR TELECOMMUNICATIONS
4:45 pm - 5:15 pm Seeing the World as Customers Do: Evolving Customer Journeys to a Zero-Touch Future· From touchpoints to journeys – What’s next for converging AI, automation and human connections?
· Monitoring customer journeys and anticipating needs and issues with proactive support
· Meeting the new customer standards of speed, efficiency and effortless experience
CX FOR TELECOMMUNICATIONS
5:15 pm - 5:45 pm Effective Social Listening for Enhanced Customer Engagement Nuttaporn Tayananuphut - Head of Customer Experience, LINE Thailand· Analysing the efficacy of customer communications and interactions on various social and marketing platforms
· How community collaboration can improve real-time complaints resolution and feedback management
· Gaining social insights to better understand the needs and interests of different customer groups
CX FOR TELECOMMUNICATIONS
5:45 pm - 5:50 pm Chairman’s Closing Remarks followed by Networking Cocktail ReceptionCX FOR UTILITIES
11:15 am - 11:45 am Transforming Utilities to Meet the Evolving Needs of Future Energy Customers Brendan Leece - Head of Customer Experience, E.ON· Assessing how factors such as environmental concerns, increasing demands for transparency and ownership are dictating the need for change in the utility sector
· How can utilities move beyond the role of energy suppliers to engage and value-add?
· Leveraging technologies to transform existing dynamics and relationships between customers and energy suppliers
CX FOR UTILITIES
11:45 am - 12:15 pm Rethinking Employee Mindset and Embedding Customer Centricity in the Organisation Wisnoe Satrijono - Executive Vice President, Change Management Office, PT PLN (Persero)· Customers then-and-now: Why customer experience is no longer just a good-to-have in utility
· How to effectively shift mindsets and cultivate a customer-focused business strategy
· Ensuring success: Communicating outcomes and developing internal champions
CX FOR UTILITIES
12:15 pm - 12:45 pm Driving Rapid Digital Transformation and Business Agility across Customer Operations· How has digitalisation presented new opportunities to disrupt and innovate existing utility models?
· Exploring how emerging technologies such as AI, IoT, robotics can be utilised to transform customer experience and service delivery
· Reviewing effective digital acceleration strategies to scale organisational performance and business growth
CX FOR UTILITIES
12:45 pm - 2:00 pm Networking LunchCX FOR UTILITIES
2:00 pm - 3:30 pm Roundtable 9: Developing a Digital-First Customer Engagement StrategyCX FOR UTILITIES
2:00 pm - 3:30 pm Roundtable 10: Customer Feedback: How, Where and When?CX FOR UTILITIES
2:00 pm - 3:30 pm Roundtable 11: Improving Customer Retention with Highly Effective Loyalty and Rewards ProgramsCX FOR UTILITIES
2:00 pm - 3:30 pm Roundtable 12: Tailoring Pricing and Product in accordance to Customer Profiles and UsageCX FOR UTILITIES
3:30 pm - 4:15 pm Afternoon Refreshment BreakCX FOR UTILITIES
4:15 pm - 4:45 pm Deploying a Single-View Customer Management Strategy to Optimise Service and Experience· The importance of removing silos between marketing, sales, service and operations for greater understanding of the customer’s journey
· Achieving end-to-end customer visibility by capturing customer interactions across all channels and touchpoints
· Improving customer advocacy and retention with an insights-powered engagement strategy
CX FOR UTILITIES
4:45 pm - 5:15 pm Acquiring Customer Feedback for Actionable Insights to Elevate Service and Experience· Designing effective voice of customer programs for diverse customer groups
· Analysing customer feedback to identify painpoints and gaps in service and experience
· Applying insights from results to drive service and experience improvements
