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

SUMMIT DAY TWO: WEDNESDAY 04 MARCH 2020

CONFERENCE DAY TWO: WEDNESDAY 20 MARCH 2019

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

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

CUSTOMER EXPERIENCE EXCELLENCE

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 

9:30 am - 10:15 am CXO PANEL: The Era of Return on Experience (ROX): Navigating Customer Engagement in the New Intelligent Experience Economy

Sponsors:
Freshworks
·      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

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

Sponsors:
LivePerson
  


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

INTERACTIVE DISCUSSION GROUPS [3 ROTATIONS @ 40 MINS EACH]

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

11:30 am - 12:00 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 C: DIGITAL CARE & CUSTOMER EXPERIENCE

12:00 pm - 12:30 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

12:30 pm - 1:00 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

12:00 pm - 1:15 pm Networking Lunch

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 

STREAM D: SERVICE QUALITY & TRANSFORMATION

12:30 pm - 1:00 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

1:00 pm - 2:15 pm Networking Lunch

OMNI-CHANNEL STRATEGIES & DIGITAL ENGAGEMENT

STREAM C: DIGITAL CARE & CUSTOMER EXPERIENCE

2:15 pm - 2:45 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

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 C: DIGITAL CARE & CUSTOMER EXPERIENCE

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

STREAM D: SERVICE QUALITY & TRANSFORMATION

2:15 pm - 2:45 pm Harnessing Voice of Customer to Maintain a Global NPS of 85% in Service Excellence
·      Monitoring and reviewing call quality and customer feedback on social media
·      Analysing the nuances of positive calls and incorporating feedback into agent training
·      Implications of call assessment and service quality on customer satisfaction
Tony Robert, Director of APAC Operations and Global Business Development at Lego

Tony Robert

Director of APAC Operations and Global Business Development
Lego

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

STREAM D: SERVICE QUALITY & TRANSFORMATION

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

4:00 pm - 4:45 pm PANEL: Winning Customers in a World of Bots, AI and Automation

·      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

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


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