RE-IMAGINE THE FUTURE OF BRANCHES, STORES & OUTLETS IN ASIA
19 - 20 March, 2025
| One Farrer Hotel, Singapore
Main Conference Day 1 - Wednesday, 19 March 2024
The Customer Show Asia - Combined Plenary Sessions
8:00 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 8:55 am
Welcome Address by Customer Show Asia 2025
8:55 am - 9:00 am
Opening Remarks by Chairperson
9:00 am - 9:40 am
C-Suite Keynote Panel Discussion - Unified Front: Top Level Strategies for the Future Branches and Stores Experience
Ngai Yuen Low -
Chief Merchandise & Marketing Officer,
AEON Group Malaysia
Shrijeet Mishra - Chief Innovation Officer and Head Group Services, Aditya Birla Group
Anil Konidena - CEO & Head of South East Asia, Landmark Group
- Explore strategies for ensuring that customers experience a consistent and integrated journey across both digital and physical channels
- Importance of touchpoints such as mobile apps, in-store kiosks, and online platforms that work together to provide a unified experience
- Emerging technologies, such as augmented reality (AR), virtual reality (VR), and the Internet of Things (IoT)
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:40 am
Meeting the Needs of Banking Customers Beyond Banking Services
Siew Chan Cheong -
Group Chief Strategy & Transformation Officer,
Maybank
Maybank, renowned for its strong regional presence in Southeast Asia, excels in delivering a seamless customer experience through a well-integrated blend of digital and physical channels. Key touchpoints, such as ATM withdrawals, branch visits, and customer service interactions, are consistently designed to be efficient and satisfying, both in-person and through their user-friendly digital platforms. This focus on seamless experiences is a key reason why Maybank's case study sharing is valuable for businesses seeking to enhance their own customer interactions.
- The importance of mapping the customer journey across both digital and physical channels
- Tools and methodologies, such as customer personas and journey mapping, to identify key touchpoints
- Address the necessity of training branch staff to effectively utilise digital tools while maintaining a personal touch in physical interactions
- Technologies in facilitating real-time customer engagement and provide personalised offers
10:40 am - 11:00 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the event! 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 event.
11:00 am - 11:30 am
Morning Break & Refreshments
Leveraging Emerging Technology and Experiential Retail for Next-Gen Branches & Stores
11:30 am - 11:35 am
Welcome Address by Future Branches & Stores
11:35 am - 11:40 am
Opening Remarks by Conference Chairperson
Reeta McGinn -
Global Director Digital,
Aesop
11:40 am - 12:20 pm
Panel Discussion:From Transaction to Transformation: Reimaging the Branch and Store Experience
Enrico Baldo -
Regional Director Retail & Wholesale APAC,
Benetton Group
Elena Hyeseon Jeong - Store Design & Visual Merchandising Director, The Estée Lauder Companies Inc. (Le Labo)
Igor Vincetic - General Manager, Electrolux Group
- Moving beyond the traditional model of branches and stores as solely transactional spaces.
- Focus on building engagement, fostering brand loyalty, and offering value-added services
- Community Hubs: Transforming branches and stores into community hubs, hosting events, workshops, and offering gathering spaces for customers to connect with each other and the brand
- Personalized Customer Journeys: Leveraging data and technology to personalise the customer journey within branches and stores, offering tailored recommendations, product demonstrations, and service options
Elena Hyeseon Jeong
Store Design & Visual Merchandising DirectorThe Estée Lauder Companies Inc. (Le Labo)
12:20 pm - 12:50 pm
Industry Thought Leadership
12:50 pm - 1:20 pm
Redefining the Role of Physical Stores and Branches in a World Dominated by E-Commerce
Ngai Yuen Low -
Chief Merchandise & Marketing Officer,
AEON Group Malaysia
- How AEON is Transforming Branches and Stores for a Digital-First Future
- Leveraging data for personalized marketing, and creating seamless online-to-offline (O2O) journey
- Innovations in store design and layouts to adapt to changing customer behaviours
1:20 pm - 2:20 pm
Networking Lunch Break
Interactive Discussion Groups (2 rounds of 50-minutes)
2:20 pm - 4:00 pm
Roundtable A - Beyond Displays: Immersive and Multi-Sensory Experiences that Defines Narratives, Reflect Brand Identity and Encourage Customer Participation
2:10 pm - 3:50 pm
Roundtable C - Emerging Technologies and the Future of Retail: AR/VR, Robotics, Biometrics and Beyond
Rajesh Grover -
Group Vice President, AI, Digital & Omnichannel,
Kanmo Group
2:20 pm - 4:00 pm
Roundtable D - Connected Experience – Building Loyalty and Retention Across All Channels; Offline and Online Outlets (E-Commerce, Website, Mobile)
Caroline Wee -
VP Brand & Strategy,
Loob Holding (Tealive)
Structured to maximise audience interaction and participation, our specially curated Interactive Discussion Groups (IDGs) focus on different challenges. Each session allows you to zone-in on the topics that matter most to you, providing an opportunity for you to not only learn from your peers first-hand but share actively as well
4:00 pm - 4:30 pm
Afternoon Break & Refreshments
4:20 pm - 4:30 pm
Exhibition Hall Prize Giveaway
4:30 pm - 5:00 pm
Case Study - How Electrolux Leverages on Experience-driven Layout and Store Design for Optimal Customer Engagement
Igor Vincetic -
General Manager,
Electrolux Group
- Creating interactive zones and live kitchen demonstrations where customers can see, touch, and try out various appliances before purchasing
- Incorporating eco-friendly materials in the store designs to maintain consistency with the products and the brand’s sustainability message
- Lifestyle-oriented displays – engaging with customers through guiding them on product usage, and compatibility
- Recognising the importance of personalised one-to-one consultations and after-sales services for retention
5:00 pm - 5:30 pm
Case Study Redefining Retail – Embracing the Omnichannel to Elevate In-Store Experiences
Shrijeet Mishra -
Chief Innovation Officer and Head Group Services,
Aditya Birla Group
Aditya Birla, one of the largest retail conglomerates in India, has demonstrated success in providing a seamless experience across its multiple brands and channels.
· Benefits of click-and-collect services and how they can drive foot traffic to physical stores while providing customers with flexibility
· Blending the physical and digital worlds, utilizing technologies like AR, VR, and in-store kiosks to create immersive experiences
· Enhancing the checkout experience with self-service kiosks and mobile POS systems
