02 - 05 March, 2020
Sands Expo & Convention Centre, Singapore

SUMMIT DAY TWO: WEDNESDAY 04 MARCH 2020

CONFERENCE DAY TWO: WEDNESDAY 04 MARCH 2020

8:00 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:15 am Chairman’s Opening Remarks

9:00 am - 9:30 am Defining a Winning Customer Experience Strategy and Embracing Technology Innovation to Outpace Competition

·      Omni-channel and service excellence: Evolving from digital-first to end-to-end experiences
·      Getting into the nuts and bolts of customer journeys and identifying pain points to fix and eliminate
·      Reinventing legacy systems and digitally-enabled business models in a customer-empowered world 
·      How are emerging digital technologies and business models challenging the status quo across all industries?
·      Understanding and mastering the new rules of customer engagement, advocacy and loyalty
·      Evaluating customer experience ROI: How can we quantify the results?


Chris Lipman, Head, Customer Service & Experience at Starhub

Chris Lipman

Head, Customer Service & Experience
Starhub

Nicholas Lam, Senior Director, Traveler Experience, Customer Operations, APAC at Carlson Wagonlit Travel

Nicholas Lam

Senior Director, Traveler Experience, Customer Operations, APAC
Carlson Wagonlit Travel

Michael Ong, Executive Director, Head, Customer Experience & Service at UOB

Michael Ong

Executive Director, Head, Customer Experience & Service
UOB

10:15 am - 10:45 am The Fourth Industrial Revolution - Embrace the Change

Sponsors:
LivePerson
  


10:45 am - 11:30 am Morning Refreshment Break

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

11:30 am - 12:00 pm Creating Value-Added Customer Engagement in Digital Contact Centres
·      Building on current CRM capabilities for greater visibility into customers, communications and preferences
·      Strengthening unified end-to-end customer engagement across digital channels
·      Reinvigorate digital customer journey with the use of data-led customer insights 

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

12:00 pm - 12:30 pm Scaling Intelligent Customer Engagement and Future-Ready Operations in Next Generation Contact Centres
·      Infusing digital innovation and investment capabilities to spur business growth, functionality and agility
·      Fuelling the digital front office for enhanced customer profitability and economic returns
·      Embracing automation, analytics and digital interactions to manage desired customer outcomes
 

STREAM D: SERVICE QUALITY & TRANSFORMATION

11:30 am - 12:00 pm Modernising Service Excellence with Innovative Customer Care Collaboration
·      Capturing what customers really need and want in service and support
·      How can scalable cloud-based communications help to close the technology and engagement gap?
·      Bringing agile to customer care collaboration in delivering a connected experience
Wasi Abidi, Global Head Unified Communication Infra at Mondelēz International

Wasi Abidi

Global Head Unified Communication Infra
Mondelēz International

STREAM D: SERVICE QUALITY & TRANSFORMATION

12:00 pm - 12:30 pm How Intelligent Routing can Refine Service Quality and First Call Resolution
·      Steering call routing to improve operational effectiveness and cost efficiencies
·      Optimising the agent journey to perfect customer engagement
·      Adopting best practice sales and service to maximise cross-sell and upsell opportunities 

12:30 pm - 1:45 pm Networking Lunch

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

1:45 pm - 2:15 pm Applying NLP in Chatbot to Advance Customer Resolution

·      Evaluating NLP solutions and selecting best-fit in terms of compatibility, integration, reporting, and cost
·      Prototyping NLP in chatbot: Outlining the proof of concept, testing the solution
·      Analyzing the effectiveness to increase customer satisfaction with digital experience
Elyse Li, Head of Customer Happiness Greater China at AirAsia

Elyse Li

Head of Customer Happiness Greater China
AirAsia

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

2:15 pm - 2:45 pm Transforming Digital Customer Experience with API-Led Connectivity
  • Merits and advantages of API uses and integration
  •  Overhauling legacy contact centres and delivering on contextualised customer experience
  • Enabling better contact centre programming and channel prioritisation with APIs

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

2:45 pm - 3:30 pm PANEL: Reviewing Channel Effectiveness in Optimising Contact Centre Performance and Customer Experience

·      Examining channel objectives and maturity in delivering differentiated customer experiences
·      How are digital channels unlocking new opportunities for organisations to own the customer experience?
·      Tying continued improvements in digital experience to broader customer initiatives
Harpreet Ghai, Consumer Relations Director – Consumer Healthcare Asia, Middle East & Africa at GSK

Harpreet Ghai

Consumer Relations Director – Consumer Healthcare Asia, Middle East & Africa
GSK

Rudy Dalimunthe, Vice President, Operations at Tokopedia

Rudy Dalimunthe

Vice President, Operations
Tokopedia

Daniel Edwards, Director Global Operations, Customer Experience Group at Agoda

Daniel Edwards

Director Global Operations, Customer Experience Group
Agoda

STREAM D: SERVICE QUALITY & TRANSFORMATION

1:45 pm - 2:15 pm Harnessing the Voice of the Customer to Drive NPS and Service Excellence
  • Creating a culture of putting the customer at the heart of what we do
  • Systematizing the use of customer feedback to improve contact centre performance
  • Broadcasting the voice of the customer to drive change around the broader organization
Tony Roberts, Director of Continuous Improvement & Change at The LEGO Group

Tony Roberts

Director of Continuous Improvement & Change
The LEGO Group

STREAM D: SERVICE QUALITY & TRANSFORMATION

2:15 pm - 2:45 pm Realising Value from a Single Customer View to Future Proof Omni-Channel Strategies
·      Insights to consumer behaviors and personas to connect the dots on customer experience
·      Breaking down data silos to orchestrate, measure and optimise customer experience at every touchpoint
·      Overcoming challenges and pitfalls to customer journey management and omni-channel success

STREAM D: SERVICE QUALITY & TRANSFORMATION

2:45 pm - 3:30 pm PANEL: Connecting Culture, People, Process and Innovation to Drive Customer-Centric Service Transformation
·      New rules of customer service and engagement in a multi-channel era
·      Reducing potential trade-offs between service quality and costs with a single customer view
·      Doing more with less: Streamlining customer operations and service delivery in architecting superb experiences
Olga Quiros, Director, Customer Operations – Asia Pacific at Expedia Group

Olga Quiros

Director, Customer Operations – Asia Pacific
Expedia Group

Bich Nguyen, Area Head of Customer Service at A.P. Moller Maersk

Bich Nguyen

Area Head of Customer Service
A.P. Moller Maersk

Grace Tang, Head, Contact Centre & Field Operations – Asia Pacific, Middle East & Africa at Electrolux

Grace Tang

Head, Contact Centre & Field Operations – Asia Pacific, Middle East & Africa
Electrolux

3:30 pm - 4:00 pm Afternoon Refreshment Break

·      Combining digital and human transformation in your customer strategy
·      How can digitalisation and smart machines help to win the hearts and business of your customers?
·      Charting a project-driven to enterprise-wide approach when digitising and automating customer experience
Alp Altun, Executive GM Transformation & Customer Operations - Asia at IAG

Alp Altun

Executive GM Transformation & Customer Operations - Asia
IAG

Sylwia Kulesza, Executive Director, Digital Engagement & Cross-Channel Sales at Standard Chartered Bank

Sylwia Kulesza

Executive Director, Digital Engagement & Cross-Channel Sales
Standard Chartered Bank

4:45 pm - 5:15 pm CLOSING KEYNOTE: Redesigning Customer Loyalty & Engagement in the Digital Age

  • Assessing the changing driver of loyalty and customer engagement across different customer segments
  • Designing highly engaging customer and brand engagement programs to retain customers and product upselling 
  • Increasing customer loyalty in digital age to drive business growth 
Thomas Geitzenauer, Head of Global CRM Interaction at Swarovski

Thomas Geitzenauer

Head of Global CRM Interaction
Swarovski

5:15 pm - 5:25 pm Chairman’s Closing Remarks & End of Summit