RE-IMAGINE THE FUTURE OF BRANCHES, STORES & OUTLETS IN ASIA
19 - 20 March, 2025
| One Farrer Hotel, Singapore
Main Conference Day 2 - Thursday, 20 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
Panel Discussion - Navigating Seasonal Demand: Reimagining the Workforce with Technology
Jessica Li -
Group Head, Operations & Systems,
LUXASIA
Rajesh Grover - Group Vice President, AI, Digital & Omnichannel, Kanmo Group
- Harnessing automation to bridge the talent gap and optimise Peak Demand
- What is the metaverse and applying it to the business aspect – challenges and opportunities
- Blending Physical and Digital Realms for Enhanced Productivity
9:40 am - 10:10 am
Keynote Presentation - Redefining Tradition: How Pos Malaysia is Transforming Customer Experience with Pos Shop
Sumesh Rahavendra -
Chief Digital & Technology Officer,,
Pos Malaysia
- Going beyond traditional postal services by integrating a café and convenience store to cater to younger audience
- Creating a lifestyle hub for everyday needs and fostering community connection
- How legacy service providers can stay relevant in a digital era by through customer-centric transformation
10:10 am - 10:40 am
Keynote - Omnichannel or Omnipotent? Mastering the Art of Being Everywhere
Aseem Puri -
CEO,
Unilever
- Ensuring consistent brand messaging, visuals, and experiences across all touchpoints, whether online, mobile, in-person, or through various marketing channels
- Utilising customer data and automation tools to personalise communications, offers, and recommendations throughout the customer journey
- Frictionless Interactions: Streamlining processes and reducing friction throughout the customer journey, making it easy for customers to accomplish their goals at each touchpoint
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
Optimising Physical Footprint to Improve Efficiency & Increase Customer Flow
11:30 am - 11:35 am
Welcome Address by Future Branches & Stores
11:35 am - 11:40 am
Opening Remarks by Chairperson
11:40 am - 12:10 pm
Fireside Chat - Less is More: Realigning Branch Strategy to Optimise Overall Footprint
Khwanchai Huailuk -
Vice President of Innovation, Digital Banking,
CIMB
Sumesh Rahavendra - Chief Digital & Technology Officer,, Pos Malaysia
- How the transition to digital-first models is impacting overall strategy on physical footprint
- Right-sizing - Capitalising on few locations vs many distributed branches and scaling convenient micro-locations
- Redefining the role of branches to meet evolving customer needs
12:10 pm - 12:40 pm
Industry Thought Leadership
12:40 pm - 1:10 pm
Merchandising Strategies to Maximise Opportunities Within Physical Stores & Branches
Anil Konidena -
CEO & Head of South East Asia,
Landmark Group
- How strategic product placement can drive customer flow and increase sales within limited retail spaces
- Effective visual merchandising techniques to create engaging displays that attract and convert customers
- Leveraging data analytics to inform merchandising decisions and optimise inventory management for maximum efficiency
1:10 pm - 2:10 pm
Networking Lunch Break
Interactive Discussion Group (2 rounds of 50-minutes)
2:10 pm - 3:50 pm
Roundtable E - Rethinking Branch and Store Layouts: Functionality Meets Customer Needs
2:10 pm - 3:50 pm
Roundtable F - Operational Efficiency and Inventory Management in a Cashless Environment
Jessica Li -
Group Head, Operations & Systems,
LUXASIA
2:10 pm - 3:50 pm
Roundtable G - Click-and-Collect and Beyond: Enhancing Convenience with Integrated Services
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
Seamlessly Unifying Online and Offline Experiences
3:50 pm - 4:20 pm
Afternoon Break & Refreshments
4:20 pm - 4:30 pm
Exhibition Hall Prize Giveaway
4:30 pm - 5:00 pm
Case Study - Building Iconic Beverage Brands: Loob’s Retail Strategy in Providing Consistent Experience across Franchises and Hybrid Stores
Caroline Wee -
VP Brand & Strategy,
Loob Holding (Tealive)
- Scaling up to more than 800 outlets in more than 10 countries, through franchises and partnerships
- Creating cohesive and consistent brand experiences across digital and physical touchpoints to engage customers and drive loyalty in both Tealive and Baskbear brands
- Differentiating store aesthetics in creating distinct identities for each brand; incorporating functional and Instagram-worthy spaces
- Using hybrid formats with retail, grab-and-go and pop-up stores to maximise customer flow
5:00 pm - 5:30 pm
Case Study Omni-Customers and Behavioural Triggers - Aesop’s Omnichannel Integration Strategy
Reeta McGinn -
Global Director Digital,
Aesop
• Growing omni-customers & revenue from omni-services in line with targets
• Building high-performance cross-functional teams
• Defining online merch strategy including extended ranges and gifting
• Implementation of behavioural triggers-based journeys and AI tech suite to improve efficiencies
