27 - 28 November, 2019
| Capri by Fraser, China Square, Singapore
Conference Day Two
8:00 am - 8:45 am
Registration & Coffee & Tea
8:45 am - 9:00 am
Chairman’s Opening Remarks
9:15 am - 9:55 am
Design Thinking As An Enabler To Improve Service Excellence in Fast-Paced Business Landscape
Pascal Gerard Daniel -
Chief Operating Officer, Customer Quality - Asia Pacific & Japan,
Nokia
· Recognising the benefit of design thinking to shift leadership innovation mindset
· Transforming problem-solving approach to meet customer’s expectation
· Building a future-ready organization by leveraging the value of design thinking approach
9:55 am - 10:35 am
Leveraging Design Thinking to Improve Employee Experience
Nitin Pande -
Customer Experience & Journeys Lead,
DBS Bank
· How to get employees to utilize design thinking ?
· Harnessing design thinking for superior employee experience & therefore customer experience
· Embedding Design Thinking in organization culture
10:35 am - 11:15 am
Speed Networking & Morning Refreshment Break
11:15 am - 11:55 am
Applying Integrated Design Thinking to Co-Create Winning Products and Services
Rudi Lim -
Head of Product Design,
Grab Ventures
· reaking silos and unifying data across the organisation to enable cross-functional collaboration and innovation
· Developing a full picture of customer satisfaction by analysing journey maps and customer feedback for insights
· Co-creating with internal and external customers to drive product success and service excellence
11:55 am - 12:35 pm
Beyond the Product: The Dell Experience in Developing Brand Ecosystem to Cultivate Lifelong Customers
Jason Goh -
Design Director, Experience Design Group,
Dell Technologies
· Creating a sense of community for customers through brand immersion
· Developing brand ecosystem to improve customer lifetime value
· Tying brand and business goals into one product strategy
12:35 pm - 1:30 pm
Networking Lunch
1:30 pm - 2:10 pm
Agile Implementation: Balancing Business Value and User Experience at Lazada
Sean Chiu -
Head of UX Design, Lazada | Design Director,
Alibaba Group
In this rapid e-commerce landscape, agile implementation is critical for business sustainability. At Sean’s role where he creates user-centric experience, the challenge is that great user experience does not always necessarily translate to immediate ROI. With this in mind, Sean will be sharing:
· How to speak $: Challenges with aligning commercial KPIs with user experience satisfaction
· Determining UX project goals and structuring your game plan to deliver both business value and user experience
· How to best maximise UX project ROI
2:10 pm - 2:50 pm
Ensuring Your Digital Experience is Truly Customer Centric
Albert Camacho -
Design & UX Lead,
Circles.Life
• Incorporating design thinking to identify pain points in customer journey
• Translating customer happiness: How to best understand customer sentiment at different touchpoints
• Leveraging user experience to overcome challenges with delivering human touch in digital experience
Albert Camacho
Design & UX LeadCircles.Life
2:50 pm - 3:20 pm
Afternoon Refreshment Break
3:20 pm - 4:00 pm
Design Thinking at Work: Embracing Design Thinking to Spearhead Business Transformation
Tim Wieringa -
Transformation Manager for Innovation & Collaboration,
Huntsman
• Recognising the different forces at play in modern work ecosystem
• Engaging employees with an active problem-solving approach
• Managing through cultural change by developing a design-thinking methodology that works for
your organisation
4:00 pm - 4:40 pm
Building a Citizen-Centric Public Service: Leveraging Design Thinking to Create Delightful Citizen Experience
Alexander Lau -
Principal Design Lead (Innovation Lab), Public Sector Transformation Group, Public Service Division,
Prime Minister’s Office
One of the key mandates of the Public Service Division at the Prime Minister’s Office is to deliver excellent public services and enable effective government. Join Alexander as he shares how they are utilising design thinking to accelerate service transformation.
· Facilitating government-wide service transformation with design thinking
· Identifying pain points by mapping out the full cycle of a citizen’s journey
· Engaging stakeholders and aligning service goals and purposes to ensure successful implementation
Alexander Lau
Principal Design Lead (Innovation Lab), Public Sector Transformation Group, Public Service DivisionPrime Minister’s Office
